Learning Management System Support Specialist

EDSI Solutions
Published
September 18, 2022
Location
Philadelphia, PA
Category
Job Type

Description

Overview:

Salary $45,000 year
Title: LMS Support Specialist
Classification: Non-Exempt
Scope of Position
  • Support the implementation of the PHL Career Portal and PHL Career Portal Help Desk Initiatives
  • Collaborate directly with the Primary Philadelphia Works LMS Administrator & LMS Help Desk Support Specialist for any administrative functions of the Learning Management System (LMS) directed by Philadelphia Works, Inc.
  • Support the LMS help desk to help customers and staff navigate the LMS
  • Deliver clear, efficient directions and tips for anyone accessing PHL Career Portal
  • Maintain and develop the content and data within the LMS
  • Additional responsibilities will be to provide data entry and administrative support to office staff
  • Acts as an internal consultant by analyzing data and recommending solutions to utilize the LMS to deliver, track training, and measure performance to meet organizational objectives

Responsibilities:

Essential Functions
  • Alongside the LMS Help Desk Support Specialist and Philadelphia Work’s LMS team, provide administrative support to the Learning Management System
  • Works on assignments dealing with the routine and daily operation, use, defining user roles, and configuration of the LMS
  • Identify and communicate opportunities for process and quality improvements, providing feedback on usage, defects, and suggested enhancements
  • Acquire and maintain knowledge of current technology as it applies to LMS software and systems
  • Create and update resources to train and support learners and Training Specialist on using the technology for online and professional development
  • Build quick guide tutorials on how to access features and services to PA CareerLink Philadelphia online
  • Provide high-quality customer service for anyone accessing the LMS Help Desk
  • Provide extensive administrative support to the Learning Management System
  • Accurately complete required documentation and paperwork
  • Help with various LMS and data-related tasks as needed
  • Provide research and support for critical team decisions
  • Create and manage user structures, including the creation of user groups and learning cohorts
  • Provide troubleshooting assistance for users regarding logging in to the LMS and accessing courses
  • Serve as a point of escalation for support issues, which may include interaction with LMS vendor and other vendor support services
  • Review and monitor system performance
  • Work with instructional designers and training specialists to troubleshoot and resolve technical issues accessing the LMS and course content
  • Run LMS reports as needed
  • Create and update reports that are visually appealing and informative
  • Implement project management skills, tools, and methods
  • Help with various tasks as needed
  • Demonstrate a fluid approach to work and actively be part of continuous improvement

Qualifications:

Education and Experience Requirements
  • Prior experience working in Learning Management Systems (preferred)
  • Strong knowledge of various virtual platforms and experience learning how to navigate them quickly
  • High-quality customer service experience required, ideally working with customers virtually
  • Strong knowledge of various virtual platforms and experience learning how to navigate them quickly
  • Strong proficiency in Microsoft Office: PowerPoint, Excel, Word, and SharePoint
  • Detailed knowledge of Microsoft Excel (charts, graphs, sorting, formatting, formulas, pivot tables)
  • Ability to use Microsoft Outlook to manage and arrange appointments and meetings
  • Ability to collect, organize, and interpret raw data to be used by other teams/groups
  • Strong attention to detail and accuracy
  • Strong verbal and written communication skills; ability to communicate complex technical concepts in layman’s terms
  • Ability to troubleshoot and resolve technical issues
  • Able to work on multiple projects simultaneously with the ability to effectively prioritize and execute tasks in a fast-paced environment
  • Ability to gain new technical skills quickly
  • Technical skills, including troubleshooting and understanding directories, file structures, and systems
  • Demonstrated ability to perform data entry functions
  • High School Diploma or GED required
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