Learner Helpdesk Associate

Learning Management
US Remote
Full-time
Description

Overview:

The Learner Helpdesk Associate plays a crucial role in ensuring a seamless learning experience for our students. This position involves providing timely and effective technical support for a variety of learner systems, including Canvas, TDX Arena, Okta, Zoom, and Kaltura. The associate will troubleshoot issues, answer inquiries, and provide administrative support to both learners and instructors. During peak times, the associate will be readily available to address urgent issues and maintain strong communication with end-users. In addition to technical support, the role may involve data analysis and administrative tasks to support the overall operations of the learner systems.

Key Responsibilities

Readiness during peak times

Team’s working hours generally coincide with when Learners are in class, during which time they are ready to receive phone calls or tickets and resolve or escalate within SLA

Technical Support

Maintain effective communication with end-users, which includes both Learners and Instructors
Troubleshoot student issues related to critical Learner Systems:
Canvas
TDX Arena
Okta
Zoom
Kaltura
Typical user issues fall into categories such as:
Access issues (unable to log in, unable to find/interact with the right materials like slides, labs, recordings, etc.)
Administrative questions (class schedule, attendance, grades, certs, how a lab works, requesting extension on TDX Arena Certificate, etc.)
Functional issues (TDX Arena Lab not working correctly, Zoom has no audio/video, Zoom join link goes to wrong meeting or doesn’t load, etc.)

Administrative Support

During non-peak times, LHD team members might need to perform administrative tasks or special projects, such as:
Pulling data from sources which can’t be accessed at a higher-level and require complex operations to collect the data
Assisting Learner Systems Associate Director with generation of Zoom meetings for classes, progress reports, certificates, etc.
Requirements

Required Qualifications

Strong technical aptitude and problem-solving skills
Excellent written and verbal communication skills
Proficiency in using a variety of software applications, including Microsoft Office Suite
Ability to work independently and as part of a team
Experience with ticketing systems and customer service
Familiarity with learning management systems (LMS) and video conferencing tools
Basic understanding of IT concepts and troubleshooting techniques

Desired Characteristics

Passion for helping others
Positive and can-do attitude
Strong attention to detail
Ability to multitask and prioritize tasks
Ability to adapt to changing priorities and work under pressure

Location: Remote

Schedule: Flexibility required, with occasional non-traditional hours, including evenings.