Los Angeles Community College District

Online Technical Support Assistant (#4622)

$25.34-$31.39 hourly / $4,391.98-$5,440.90 monthly / $52,703.76-$65,290.80 annual


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 OnlineĀ 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.

Supervision

General 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

Establish and maintain effective working relationships with 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 associateā€™s 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.

Reasonable Accommodations

Our class specification generally describes the duties, responsibilities, and requirements characteristic of the position(s) within this job class. The duties, responsibilities, and requirements of a particular position within this class may vary from the duties of other positions within the class.

In accordance with the Americans with Disabilities Act (ADA), the Los Angeles Community College District provides reasonable accommodation to qualified individuals with covered disabilities on a case-by-case basis throughout the application, examination, and hiring processes and throughout employment. If an individual is in doubt about his or her ability to perform the duties and responsibilities of a position or possession of any other requirement noted in a class specification or job announcement, he or she should always apply for a position and request reasonable accommodation at the appropriate time.

 


CLASS: 4622; EST: ; REV: 6/27/2018;