Learning Technology Specialist I

Center for Distributed Learning:

The Center for Distributed Learning (CDL) serves as the central agent for online learning at UCF, providing leadership in distance learning policies, strategies, and practices. CDL supports and expands student access to education through the advanced application of instructional technology, data analysis, policy, and strategic planning for distributed learning programs and courses. We collaborate with internal and external partners to investigate, design, deliver, assess, and support online learning through faculty development, course production, and research, which are all aligned with institutional goals.

The Opportunity:

UCF's Center for Distributed Learning (CDL) invites applications for two Learning Technology Specialist I positions. The Learning Technology Specialist I provides front-line support for the institution's learning technologies by assisting faculty, staff, and students with general technical issues related to the Learning Management System (LMS) and associated instructional tools. This role serves as a primary point of contact for incoming support requests, including phone, email, and ticket-based inquiries, ensuring timely and effective resolution of user issues.

These positions work 40 hours per week and are designed to support the Center for Distributed Learning's extended support hours.

UCF is seeking to fill two Learning Technology Specialist I positions. Candidates for this job posting will be considered for both roles.

This is an Auxiliary (AUX) funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Responsibilities:

• Provide exceptional customer service and real-time user support through phone, chat, virtual sessions, screen sharing, and guided walkthroughs.

• Troubleshoot technical issues, resolve standard support requests, and escalate complex or high-impact concerns as appropriate.

• Maintain accurate support records by documenting troubleshooting steps, resolutions, and relevant case details within the ticketing system.

• Provide technical support for the Learning Management System (LMS) and instructional tools by addressing user inquiries and ensuring reliable operation of supported technologies.

• Conduct system testing, evaluate updates, and assist in identifying and resolving functionality issues affecting learning technologies.

• Create and maintain user guides, FAQs, knowledge base articles, and other support documentation.

• Assist in planning and delivering training sessions, workshops, webinars, and one-on-one support for faculty, staff, and students.

• Collaborate with colleagues to share best practices, implement new technologies, and enhance the user experience.

• Monitor user feedback and support trends to identify opportunities for process improvements and technology enhancements.

• Stay informed of emerging instructional technology trends and contribute to discussions regarding new tools, features, and support strategies.

• Perform other duties as assigned.

Minimum Qualifications:

Bachelor's degree; or High School Diploma (or equivalent) and 4 years of relevant work experience in lieu of degree; or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• Experience providing technical support or customer service in a high-volume environment, including support delivered via phone, email, chat, or ticketing systems.

• Experience assisting users with varying levels of technical knowledge and providing clear, professional support to resolve questions or technical issues.

• Experience troubleshooting hardware, software, web-based applications, Learning Management Systems (LMS), or other technology platforms.

• Experience using a ticketing system to track, manage, document, and resolve support requests.

• Experience utilizing generative AI tools or AI-assisted technologies to support customer service, technical support workflows, documentation creation, or productivity.

• Experience creating, updating, or maintaining support documentation, knowledge base articles, user guides, FAQs, or other instructional resources.

• Experience supporting technology-related training, workshops, webinars, orientations, or one-on-one user assistance.

• Familiarity with Learning Management Systems (LMS), instructional technologies, educational software, or higher education technology environments.

The most successful candidates may possess the following qualities:

• Excellent communication and customer service skills, with the ability to clearly explain technical concepts to non-technical users.

• Customer-focused and empathetic approach to support, including professionalism when assisting users with varying levels of technical proficiency.

• Positive attitude, adaptability, and willingness to learn new technologies in a fast-paced support environment.

• Strong organizational skills and attention to detail when managing multiple requests, documenting work, and following processes.

Additional Application Materials Required:

Along with your application, please include your most up-to-date resume and a cover letter speaking to your interest in the role.

When applying please have all your documents ready to upload at the same time. Once the submission process is finalized, the system does not allow applicants to submit additional documents later.

Special Instructions to the Applicants:

These positions work 40 hours per week and are designed to support the Center for Distributed Learning's extended support hours. The selected candidates will primarily be scheduled for midday, evening, and weekend coverage, with anticipated schedules beginning no earlier than 10:00 AM. Some weekend coverage will be required. Final schedules will be determined based on operational needs. Alternative schedules may be available, subject to operational needs and supervisor approval.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

UCF is seeking to fill two Learning Technology Specialist I positions. Candidates for this job posting will be considered for both roles.

This is an Auxiliary (AUX) funded position. Employment is subject to availability of funding and may cease at the time funding for this employment is depleted.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 12 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills, and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers:

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Education assistance

• And more...For more benefits information, view the UCF Employee Benefits Guide.

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

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The University of Central Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.