Senior Support Analyst for Educational Technology

Troy University; Troy (AL); On-site; USD 60,000 - 76,000; Full time

Job summary

Troy University is seeking a Senior Support Analyst for Educational Technology to troubleshoot Canvas LMS issues, handle helpdesk requests, and train students and faculty. The role includes integrating ancillary systems like TurnitIn and Respondus, and creating training materials for faculty sessions.

Daily tasks involve using Team Dynamix for ticketing and coordinating with IT for seamless LMS operation and user support across campus.

Qualifications

• Bachelor’s degree in a related field.
• OR 5 years of experience in a tech support area.
• Skill in installation, troubleshooting and maintenance of tech hardware/software.
• Ability to interpret hardware/software specs and take action.
• Ability to manage multiple tasks and prioritize.
• Strong written and verbal communication skills.
• Excellent computer skills.

Responsibilities

• Troubleshoot Canvas LMS issues and complete helpdesk requests promptly.
• Assist and train students, staff and faculty as needed.
• Install and support ancillary systems interfacing with Canvas LMS (TurnitIn, Respondus, NetTutor, Camtasia).
• Work daily in Team Dynamix to address and resolve Canvas-related issues.
• Develop training materials and presentations for faculty training events.

Skills

Communication skills

Multitasking

Troubleshooting

Hardware/Software maintenance

Education

Bachelor’s degree in related field

Tools

Canvas LMS

TurnitIn

Respondus Monitor/Browser

NetTutor

Camtasia

Team Dynamix

Job description

Posting Details

Posting Number SF2594P

Position Title Senior Support Analyst for Educational Technology

Position Type Professional/Salaried

Department Information Technology - Troy

Division Finance and Administration

Campus Troy Online

Work Status Full-Time (FT)

Temporary No

Location Troy - T01

Job Summary The Senior Support Analyst for Educational Technology position is responsible for troubleshooting Canvas LMS issues, completing helpdesk requests in a timely manner in a high-paced environment and assisting and training students, staff and faculty as needed; assisting and installing ancillary systems that interface into the Canvas LMS, including Plagiarism Detection System (TurnitIn), Respondus Lockdown Monitor/Browser/4.0 Exam Bank, NetTutor Online Tutoring and Camtasia; working daily in the Team Dynamix ticketing support system to address and resolve technical issues within Canvas; and developing training or informational presentations on the Canvas LMS to present to faculty at various training events.

Minimum Qualifications

• 1. Bachelor’s degree in a related field
• OR
• 2. Minimum of 5 years of experience working within an informational technology technical support area
• 3. Skill in installation, trouble-shooting and maintenance of technology hardware and software systems
• 4. Demonstrated ability to interpret a variety of hardware/software specifications and take appropriate actions
• 5. Ability to manage multiple tasks and prioritize those tasks effectively
• 6. Strong written and verbal communication skills
• 7. Excellent computer skills

Will this position require driving (personal vehicle, university vehicle, utility vehicle, or golf cart) in order to perform the job duties? No

Work Hours

• - Standard office hours are Monday - Friday, 8:00 a.m. to 5:00 p.m.
• - Ability to work flexible, non-standard hours, including evenings, weekends, and holidays, as needed.
• - Ability and willingness to travel in an official capacity representing Troy University, as needed.

List any hazardous conditions or physical demands required by this position NA

Does this position have supervisory responsibility? No

Posting Date 09/03/2026

Open Until Filled Yes

Quick Link https://www.troyuniversityjobs.com/postings/48401

Reference Letters

Solicit References Through the System? No

Applicant Special Instructions Qualified applications will be made available to the department/committee for review immediately upon submission. We ask that you provide email addresses for your reference providers and please be certain that the email addresses you list are accurate. If you are selected as a candidate for consideration by the department/committee, an instructional email will be sent to your reference providers to ask that they submit a reference letter on your behalf via a link to our reference portal. Separate reference letters will be requested for each position to which you apply (if applicable), so your reference providers will be contacted separately for each application on which you list them. Reference letters will not be copied from one application to another. You can assure your reference providers that our system is secure and that all letters are confidential. If your reference providers have trouble using the reference portal, please advise them to contact [e-mail].

Supplemental Questions

1. * How did you hear about this employment opportunity?
   • Troy University employment website (www.troyuniversityjobs.com)
   • Chronicle of Higher Education
   • Higher Ed Jobs
   • Social Media website
   • Indeed
   • Other employment website (please specify below)
   • Employee Referral (please specify below)
   • Local newspaper (please specify below)
   • Professional journal (please specify below)
   • Other source (please specify below)
2. Please specify:

   (Open Ended Question)

3. * Regarding your current employment status, please select one of the following:
   • Not a current Troy University employee
   • Current part-time Troy employee (including adjunct faculty)
   • Current full-time Troy employee - initial appraisal period complete
   • Current full-time Troy employee - still within initial appraisal period (six months for new employees and three months for promoted employees)
4. * Do you have a Bachelor’s degree in a related field, OR a minimum of five years of experience working within an informational technology technical support area?
   • Yes
   • No

Applicant Documents

Required Documents

1. Resume
2. Cover Letter
3. List of References

Optional Documents

1. Unofficial Transcript 1
2. Letter of Reference 1