Learning Support & Development Specialist I

The Opportunity

The Learning Support & Development Specialist I role offers the opportunity to provide specialized technical support for the university's teaching and learning technologies within the Worldwide Campus environment. The position plays a key role in ensuring seamless access to academic systems by supporting students, faculty, and staff through multiple service channels, including phone, email, web conferencing, and a centralized ticketing system.

In this role, you will collaborate with a diverse group of stakeholders-including instructional designers, instructional technologists, IT support teams, the Rothwell Center for Teaching and Learning Excellence, Scheduling, and external vendors-to identify, troubleshoot, and resolve issues related to the Learning Management System (LMS), third-party integrations, and other academic technologies that support online course delivery.

Key Responsibilities

• Provide Tier 2 application support and troubleshooting for LMS platforms, third-party textbook integrations, web conferencing tools, and academic software systems

• Assist users with technical issues involving browsers, operating systems, and hardware

• Support term start processes, including course quality assurance, template validation, and course publishing

• Configure and troubleshoot third-party integrations and academic technology tools

• Maintain tracking systems for course updates, instructor changes, and term start workflows

• Process and analyze reports using Canvas Data (Tableau) to identify issues in course templates and structures

• Utilize automation tools (e.g., Power Automate, Canvas API, RPA workflows) to process updates and changes at scale

• Develop and maintain HTML/ documentation and knowledgebase articles

• Test and evaluate new and emerging educational technologies

• Support continuous improvement by identifying system issues and recommending solutions

• Perform other duties and projects as assigned by the Director of Learning Support and Development

Compensation

The annual salary range for this role is up to $45,000. The final offer will be based on the candidate's skills, qualifications, and experience, as well as applicable state regulations, internal equity, and business needs, and may fall outside of the stated range.

Education:

• Associate degree or completion of a post-secondary program of at least 18 months beyond high school, with a concentration in Computer Science, Information Technology, or a related field.

Experience:

• Experience providing technical, eLearning, academic technology, or IT support in a customer-facing environment.

Required Skills and Abilities:

• Strong interpersonal, communication, and customer service skills, with the ability to provide support in person, via web conference, phone, and email.

• Ability to work effectively as part of a team while also working independently to resolve issues using available resources.

• Strong attention to detail and commitment to quality control.

• Technical aptitude with web conferencing platforms, learning management systems, cloud-based collaboration tools, computer hardware, operating systems, and major web browsers.

• Ability to diagnose and troubleshoot how technology systems interact with web applications.

• Demonstrated proficiency with Microsoft Office 365, Microsoft Teams, and SharePoint.

• Ability to learn quickly, adapt to change, and keep pace with evolving technology.

Preferred Qualifications

• At least one year of experience providing eLearning or IT support.

• Experience with learning management systems and third-party integrations, such as Pearson and McGraw Hill.

• Experience with Canvas Learning Management System.

• Experience with HTML, CSS, and JavaScript.

• Basic understanding of HTML and Learning Tools Interoperability (LTI).

• Working knowledge of Zoom.

• Experience with robotic process automation, workflow automation, scripting, or APIs to improve repeatable processes while maintaining data quality through testing, documentation, and error handling.

• Experience using databases or reporting platforms to verify data, generate accurate reports, identify patterns, and communicate findings.

• Experience supporting academic technologies in higher education, including online or hybrid learning environments.

• Experience collaborating with faculty, students, instructional design, academic support, information technology, and external vendors.

Application process/requirements

To submit your application for this opportunity, please visit the Embry-Riddle Career Site and search for requisition numberR312220. Please attach all relevant materials to your application when you apply online. Complete submissions include:

• Cover letter

• Full Resume

• Contact information for at least three professional references (please note that references may be contacted as part of the interview/screening process)

Current Embry-Riddle employees: Please apply directly through the ERAU Employee Hub Central application within Workday.

Embry-Riddle is committed to fostering a workplace where all individuals are valued and respected. We strive to ensure that all faculty, staff, and students are treated fairly and provided equal opportunities for employment, advancement, compensation, training, and other benefits of employment. Embry-Riddle makes employment decisions - including hiring, promotions, compensation, and other terms of employment - based on individual merit, qualifications, and abilities. Embry Riddle is strongly opposed to discrimination and harassment, and such behavior is prohibited by university policy. Embry Riddle does not discriminate on the basis of race, color, national origin, sex, disability, veteran status, predisposing genetic characteristics, age, religion, or pregnancy status, or any other status protected by federal, state, or local law, in its employment, educational programs, admissions policies, financial aid, or other school-administered programs or activities. For further information, please visit our website.

Embry-Riddle is not seeking assistance from staffing or recruitment agencies. All agencies are directed to contact eraujobs@erau.edu and should not reach out to hiring managers or staff.