Online Support Specialist

Job description

Posting Number:


Position Title:

Online Support Specialist




Academic Affairs


Support Staff

FLSA Classification:


Union/Non Union:


Full Time / Part Time? :

Full Time

Salary Range - Minimum:

$48,766 annually

Hours per week:

40 hours per week

Temporary? :


Posting Date:


Closing Date:


Open Until Filled:


Special Instructions to Applicants:

For full consideration, unofficial transcripts for the required degree (if applicable) must be attached and submitted at the time of application.

All offers of employment are contingent upon the following:

  • Post-offer, satisfactory results of pre-employment background check

  • Post-offer, satisfactory results of pre-employment Drug Screening for employees that are new to the College

  • Post-offer, satisfactory results of pre-employment physical exam in circumstances where the nature of the work renders it appropriate or where Federal law or regulation requires

Application Procedures: “Apply to this Job at”

Joliet Junior College provides equal employment opportunities to all employees and applicants for employment without regards to race, color, ancestry, national origin, gender, gender identity, marital status, sexual orientation, disability, religion, age, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [email protected] or call (815) 280-6725.

Advertising Summary:

Founded in 1901 as the nation’s first public community college, JJC’s dedication to student learning, community prosperity, and personal growth has influenced generations of students and community partners. Our six campuses and extension centers ensure accessibility and empower 30,000 students annually to improve their lives through the power of education.

Our commitment to our mission drives the change and innovation necessary to meet the evolving needs of our students, employees, and community. Our continued success is drawn from talented, diverse, and committed employees whose knowledge and passion for education create a thriving culture both in and out of the classroom.

JJC supports an inclusive and collaborative environment where everyone can learn, grow, and perform at their best. We invite you to apply your skills and experience in a way that supports excellence and rewards your contributions. Join our family and make JJC your first choice!

The college supports this commitment by providing full-time employees with a comprehensive benefits package for our full-time employees including:

Blue Cross Blue Shield of Illinois (employee & family)

  • Medical

  • Dental

  • Vision

Flexible Spending Account

403(b) and 457(b) option for pre-tax retirement savings
Joliet Junior College Tuition Assistance (employee & family)
Long Term Disability

Life Insurance & a comprehensive leave plan including:

  • Federal holidays

  • Vacation

  • Personal

  • Sick

Link to Human Resources website:

Job Details:

STATUS:Full time
DIVISION:Academic Affairs
UNION:Support and Technical Union
REPORTS TO:Director of iCampus
PLACEMENT: Support Grade 8
MINIMUM PAY RATE:$48,766 annually

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff.

Position Summary :


The Online Support Specialist provides first level assistance to faculty, staff, and students utilizing the colleges Learning Management System (LMS) and hardware, software, and other resources provided by the department. Supports inquires received by telephone, chat, in-person, and e-mail communications. Works with the college’s other helpdesks (internal and external) in providing help as needed. Develops and updates department reference materials.

1.Assist and support faculty, staff, and students utilizing the college’s Learning Management System and related technologies. Support will occur via phone, email, chat, walk-in, and remote sessions.
2.Create and enter support requests into the department ticketing system. Maintain and update ticketing system as changes occur.
3.Create reference materials (help documents, how-to guides, videos, courses, and other similar items) that prepare faculty, staff, and students to use the college’s Learning Management System and related technologies.
4.Develop and generate reports and answer information requests from college offices that require data found within the Learning Management System, other department and college tools and systems, and external resources.
5.Assist with updating of the iCampus section of the colleges website and internal portal site and any social media or other similar media platforms.
6.Coordinate communication of updates and outages related to hardware/software/services maintained by the department to affected users.
7.Communicate all pertinent information regarding the LMS and other software and tools, technical problems, and general concerns to the Director of iCampus.
8.Participate in department meetings and discussions on department processes, technology, and product information.
9.Acquire and maintain knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
10.Serve as a system administrator for the college’s Learning Management System (LMS).
11.Participate on committees as assigned.
12.Perform other related duties as assigned.

Minimum Qualifications:

1.Bachelor’s Degree in computer science, instructional design, distance learning, educational technology, or related field.
2.Knowledge and use of a Learning Management System (Canvas preferred)
3.Two (2) years of experience working with web technologies and/or learning management systems.
4.Experience working collaboratively with higher-education faculty.
5.Knowledge of distance learning technologies and software applications for authoring (e.g. SnagIt, Panopto, Captivate, Articulate, etc.).
6.Strong communication and interpersonal skills, including written correspondence, correct grammar in writing and speaking, phone communication skills, creativity, self-motivation, problem solving, sense of humor, and positive/professional attitude.
7.Must work effectively with diverse groups including students, administrators, faculty, staff, and outside entities. Ability to work both independently and collaboratively as part of a team.

Preferred Qualifications:

1.Online teaching experience at the post-secondary level.
2.Experience in the community college environment.

Physical Demands:

1.Normal office physical demands.
2.Ability to travel between campus locations and to and from community events.

Working Conditions:

1.Duties are performed indoors in the usual office environment.

Compliance Announcement:


Joliet Junior College is committed to assisting members of the JJC community in providing for their own safety and security. The annual CLERY security compliance document along with the Fire Safety Report (FSR) and the Missing Person Policy (MPP) for students residing in “on campus” student housing is available at the JJC Police Department website :

If you would like to receive the ASR, FSR or MPP in booklet form, you may stop by the Campus Police Department located on Main Campus in G 1013 or call Campus Police at 815-280-2234. The website and booklet contain information regarding campus security and personal safety such as crime prevention and reporting, police law enforcement authority, disciplinary procedures and other related security policies. They also contain information about crime statistics for the three previous years for all JJC campuses, property owned and controlled by JJC District 525 and on public property immediately adjacent to JJC campuses.

This information is required by law and is made available by the Joliet Junior College Police Department.




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Job No:
Posted: 2/19/2021
Application Due: 5/20/2021
Work Type: Full Time