LMS Tech Support Analyst II — Online Learning
Sam Houston State University
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Job summary
Sam Houston State University is seeking a Technology Support Analyst II to provide comprehensive support for the university’s Learning Management System (Blackboard) and related third‑party software. You will troubleshoot requests, create guides, and assist with quality assurance and data reporting.
The role requires a Bachelor’s degree in computer science or a related field and at least two years of related experience, with strong customer service skills and proficiency in Windows, MacOS,
Qualifications
- Bachelor’s Degree in Computer Science or related field.
- Two years of related work experience required.
- Customer service experience and working knowledge of Windows and Mac operating systems, browsers, Office, and basic multimedia software preferred.
Responsibilities
- Troubleshoots and resolves technology support requests for the LMS (Blackboard) and third‑party software.
- Creates and maintains support resources and how‑to guides.
- Researches new methods for solving technical issues and audits support data for reporting.
- Provides guidance, training, and escalation support for student workers on the SHSU Online Support Desk.
- Participates in SHSU Online projects and attends weekly team meetings.
- Develops training resources and facilitates skill‑building workshops.
- Analyzes Support Desk data for usage and trends and helps generate reports.
Skills
Education
Tools
Job description
Sam Houston State University is seeking a Technology Support Analyst II to provide comprehensive support for the university’s Learning Management System (Blackboard) and related third‑party software. You will troubleshoot requests, create guides, and assist with quality assurance and data reporting.
The role requires a Bachelor’s degree in computer science or a related field and at least two years of related experience, with strong customer service skills and proficiency in Windows, MacOS,
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