Program Assistant – eLearning
Basic Function Provide technical and customer support to the students and faculty at the eLearning Help Desk during evening and Saturday hours. This position reports to the eLearning Support Specialist. Essential Functions • Provide technical support on eLearning and information systems technologies (i.e.Canvas, Collaborate, Tegrity, SoftChalk, email, student/staff portal etc.) to faculty, staff and students. • Coordinate with staff on support portal software and support issues in the computer lab and help desk. • Create educational content and knowledge base articles and tutorials for Parature, the college portal support software. • Facilitate basic technology workshops and Canvas orientations for eLearning students. • Collaborate with eLearning staff to coordinate work schedules with help desk staff. • Work with the Testing Center and online instructors to coordinate proctored exams. • Update and maintain the eLearning website and Portal pages. • Establish and maintain records and files, record statistical information • Facilitate technology workshops and Canvas orientations for eLearning students. • Train Help Desk support staff. • Perform related duties as assigned. Minimum Qualifications • High school graduation or equivalent. • Two (2) years of full time equivalent (FTE) eLearning or technical IT support experience. (eLearning Design/Development Certification may substitute for one year of work experience) • Intermediate word processing, database and spreadsheet skills. Preferred Qualifications • Intermediate presentation software experience. • Advanced word processing and spreadsheet software experience. • Experience using tutorial creation software such as Screen Steps and Camtasia • Experience using systems such as Canvas, Angel, Tegrity, Panopto, Softchalk, and Respondus. • Experience using support portal software such as Parature. Conditions of Employment • Successfully pass a criminal history background check prior to employment. • Regular and predictable attendance. The Successful Candidate Must Demonstrate • Knowledge and competency with a variety of software programs to support Help Desk functions. • Excellent customer service skills; including building and maintaining internal/external customer satisfaction. • Ability to research and pay close attention to detail. • Ethics, integrity and sound professional judgment. • An appreciation of diversity and the benefits of a commitment to cultural awareness and sensitivity in the workplace. • Excellent verbal and written communication skills. • Ability to establish and maintain positive working relationships with students, colleagues and staff representing diverse ethnic, cultural, socioeconomic and learning abilities. • Ability to work independently and as a member of a team. • Reliability and integrity in maintaining assigned work schedules and completing assigned tasks. • Excellent organizational skills. Application Material & Procedures Complete application packages must include the following: 1. Tacoma Community College online application form. 2. Resume and cover letter - In your cover letter, describe how your background and experience align with the responsibilities and qualifications for this position. Terms of Employment This is a full-time staff position scheduled to work Monday through Thursday, 12:30pm to 9:00pm and Saturday 8:15am to 4:45pm. Summer hours will be Monday through Thursday, 10:30am to 9:00pm. Flexibility in scheduling is required to meet business and program needs. The salary range is $2,212 to $2,920 per month. The College offers a generous benefits package to include: life, health, dental and long-term disability insurance, retirement, vacation and sick leave and holiday pay. A collective bargaining agreement exists and membership in the Washington Federation of State Employees or payment of a service fee is required within 30 days of employment. The layoff unit for this position is “WFSE Classified – Project Employment”.