Job Description

Online Technical Support Assistant

Recruitment #24-4622-001

Date Opened 9/2/2024 08:00:00 AM

Filing Deadline 9/23/2024 4:00:00 PM

Location West Los Angeles College

Salary $5,419.94 - $6,714.35/mo; $65,039.28 - $80,572.20/yr (based on a full-time, 12-month position)

Job Type Open & Promotional (Dual)

Definition

Provides routine technical support and assistance to students, faculty members, and other staff with online courses, learning management systems, and other web-based instruction support at a college.

Typical Duties

• Responds to requests for routine technical assistance from students, faculty members, and other staff to resolve access issues and other routine problems related to online courses, video sharing websites, learning management systems, and other web-based learning systems.
• Provides information and basic training to individual users on navigating the District, college, and learning management systems websites.
• Assists with the writing of basic operating instructions, training materials, and online manuals for students, faculty members, and other staff at a college.
• Effectively utilize the capabilities and functions of computer software applications such as data management, spreadsheets, and word processing, in completing assigned work.
• Maintains and updates databases of enrollment and course data and compiles data summary reports on course performance and retention.
• Reports equipment and system malfunctions to appropriate technical personnel.
• Maintains a current knowledge of online learning management system updates by attending and participating in seminars, conferences, workshops, and other training sessions.
• Performs related duties as assigned.

Distinguishing Characteristics
An Online Technical Support Assistant provides routine technical support and assistance to students, faculty members, and other staff with online learning management systems in support of a distance learning program at a college.

An Online Multimedia Specialist creates instructional multimedia used for online learning management systems, websites, information kiosks, presentations, live video/web streaming, pod casts, and/or other materials in support of instructional programs at a college. Proficiency in learning management systems, various multimedia software applications and development tools, and providing training in the use of multimedia software and equipment is an integral part of the duties of this class.

SupervisionGeneral supervision is received from an academic supervisor or administrator. May provide work direction to student employees.

Class Qualifications

Knowledge of:

• Learning management systems such as BlackBoard, Etudes, Moodle, and Canvas
• Computer software applications such as data management, spreadsheets, and word processing
• Basic techniques used to troubleshoot routine computer application malfunctions
• Features, capabilities, and limitations of common computer hardware and software
• Customer service techniques for public contact in person, on the telephone, and in written communications
• New trends and developments in computer technology related to the assigned area
• Recordkeeping procedures
• Principles of training

Ability to:

• Diagnose and resolve routine login issues and problems related to learning management systems
• Effectively utilize computer equipment and software in the performance of duties
• Work independently on assigned tasks
• Train computer users in the use of computer software and equipment related to the assigned area
• Write basic instructions in a manner that can be understood by computer users
• Establish and maintain effective working relationships with a diverse pool of faculty, administrators, students, and the public
• Communicate effectively in writing and orally
• Give clear and concise instructions
• Maintain a variety of logs, files, and records
• Learn the characteristics of new computer systems, software, and hardware and update technical skills to adapt to changing technology

Entrance Qualifications

A. An associates degree or its equivalent from a recognized college or university with a major in computer science information technology (CSIT) or a related field.
OR

B. Graduation from high school or its equivalent AND one year of recent, full-time, paid technical support with online learning management systems such as BlackBoard, Etudes, Moodle, and Canvas.

Benefits

• Medical and dental insurance and vision care plans are provided for employees and their dependents.
• A $50,000 life insurance policy is provided free of charge for each employee.
• New employees receive 12 full-pay days and 88 half-pay days of illness leave.
• 19 paid holidays per year.
• Vacation days accrue annually beginning at 10 days and increasing incrementally to 24 days depending on years of service with the District. Vacation days for management and confidential positions begin at 15, 20, or 24 days.
• Other paid time off includes: bereavement leave, personal necessity leave, court subpoena, and jury duty.
• Employees become members of the Public Employees Retirement System. Employees are also covered by Social Security.
• Employee Assistance Program

Selection Process

The examination process may consist of one or more parts which may include a training and experience evaluation, written test, performance test and/or oral interview.

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