LMS Help Desk Administrator (PED #10114537)

New Mexico Department of Justice; Santa Fe (NM); On-site; USD 52,000 - 76,000; Full time

Job summary

The New Mexico Public Education Department seeks an LMS Help Desk Administrator to oversee Canvas, Zendesk, and related LMS tools, ensuring effective support for district and school users. You will generate reports, manage analytics, and coordinate with PED IT and LEA coordinators to implement enhancements.

The ideal candidate has a Bachelor’s degree in Education, Public Administration, or Business Administration and at least three years of classroom or program administration experience, with

Qualifications

• Bachelor's degree in Education, Public Administration, or Business Administration with three years of teaching or program administration experience.
• Alternatively, seven years total education/experience may substitute for the degree requirement.
• Experience administering a learning management system and supporting users with varying technical knowledge.

Responsibilities

• Oversee LMS software and systems including Canvas, Canvas Catalog, Canvas Credentials, and Zendesk.
• Escalate issues to Tier 2 Canvas Admin or LMS Director.
• Monitor usage and generate reports, matrices, dashboards and other reporting tools in Canvas and Zendesk.
• Stay abreast of updates/releases of Canvas and Zendesk and inform LMS Director of impact on workflow.
• Develop processes and reports to track customer satisfaction in Zendesk; create and determine frequency of Zendesk reports and metrics.
• Create and determine frequency of Canvas Analytics and reports.
• Collaborate with PED IT, LEA tech coordinators, and PED departments for necessary LMS changes.

Skills

Customer service

Troubleshooting

Reporting automation

Zendesk reporting

Canvas reporting

Education

Bachelor's degree in Education, Public Administration, or Business Administration

Tools

Canvas

Zendesk

Job description

Job Title LMS Help Desk Administrator (PED #10114537)

For more Job Requirements & Classification Description:

All positions at the NM Public Education Department are based in Santa Fe. MISSION: EQUITY, EXCELLENCE AND RELEVANCE - The New Mexico Public Education Department partners with educators, communities, and families to ensure that ALL students are healthy, secure in their identity, and holistically prepared for college, career, and life. VISION: ROOTED IN OUR STRENGTHS - Students in New Mexico are engaged in a culturally and linguistically responsive educational system that meets the social, emotional, and academic needs of ALL students. The CI Division is part of the Teaching, Learning, and Assessment (TLA) Division alongside the Assessment Division and the Educator Quality Division. NMPED¿s CI Division is committed to the advancement of knowledge and resources that assist educators in the practice of teaching and learning. We are centered in research, grounded in practice, and focused on students. Our team is committed to supporting all students of diverse backgrounds and abilities with a learning experience that prepares them for college, career, and life.

We enact this commitment by:

• Valuing diversity to ensure students and educators are affirmed in their identities and leverage this diversity to further the learning experience;
• Creating spaces for New Mexico educators to explore ground-breaking, cross-disciplinary research and resources;
• Providing leadership, content expertise, and technical assistance related to teaching, learning, and assessment;
• Coordinating processes to develop and implement content-specific standards for grades K-12;
• Designing, developing, and facilitating learning experiences for students and educators; and
• Establishing and fostering strategic partnerships among districts, schools, communities, state agencies, nonprofit organizations, postsecondary education institutions, and/or business and industry partners.

Why does the job exist?

The LMS Technical Administrator will oversee and manage the software and systems of the Learning Management System Bureau to include Canvas, Canvas Catalog, Canvas Credentials, and Zendesk.

How does it get done?

1. Escalate issues to the next level of support: Tier 2 Canvas Admin and/or LMS Director.
2. Monitor system usage and generate reports, matrices, dashboards and other reporting tools in Canvas and Zendesk.
3. Stay abreast of updates and software releases of Canvas and Zendesk and provide updates to the LMS Director on the impact of those changes to the Bureau's workflow.
4. Manage triggers/automation to streamline support requests.
5. Develop process and reports to track customer satisfaction in Zendesk.
6. Create and determine frequency of Zendesk reports and metrics.
7. Create and determine frequency of Canvas Analytics and reports.
8. Work with PED Information Technology, LEA technology coordinators, and PED departments to implement necessary technical changes or enhancements to the LMS.

Using excellent customer service skills, the Help Desk Administrator will resolve Canvas end user customer issues, including but not limited to creating accounts, creating and resetting Canvas passwords, access to courses, and any other technical issues using software and tools established by the Assessment and Learning Management System Division.

The position will document, track, and monitor the issue to facilitate a resolution within Division established timelines

Escalate issues to next level of support

Create reports, matrices, dashboards and other reporting tools in Canvas and Zendesk.

Attend meetings and professional learning

Stay abreast of updates to Canvas, Zendesk, and Division changes.

Who are the customers?

This job supports Canvas technical needs for the agency as well as external stakeholders such as district/ school administrators, educators, and other Canvas users . In addition to those listed working with contractors to support the maintenance and functionality of Canvas as the PEDs Learning Management System.

Ideal Candidate

The ideal candidate is a technically skilled, customer-focused professional with experience administering a learning management system and supporting users with varying levels of technical knowledge. They should be able to troubleshoot and elevate issues, manage Canvas and Zendesk reporting and automations, monitor system updates, and use data to improve support processes. The candidate must be organized, proactive, and able to collaborate effectively with PED staff, LEA technology teams, and external partners while consistently documenting work and following issues through resolution.

Bachelor's degree in Education, Public Administration, or Business Administration and three (3) years of experience as a teacher and/or program administrator. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.

Employment Requirements

Must possess and maintain a valid driver's license.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage

Bargaining Unit Position

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.