KNOWLEDGEBASE AND EVENT SUPPORT SPECIALIST

Job Description

Job Description

POSITION SUMMARY

The Knowledgebase and Event Support Specialist maintains and develops the University’s online support resources and provides front-line assistance to students, faculty, and staff. This position creates knowledgebase articles, user guides, instructional videos, and other support materials; manages content across WordPress/Elementor, Confluent, and monitors the Help Desk; supports routine Canvas needs; and provides technical assistance for virtual, hybrid, and on-campus events.

The position requires strong technical writing skills and the ability to turn technical information into clear instructions for nontechnical users. The employee will also record, edit, and publish short instructional videos using Camtasia or similar video-editing software.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Knowledgebase Content and Platform Maintenance – 35%

• Write, edit, and publish knowledgebase articles, FAQs, user guides, job aids, and step-by-step instructions.
• Create clear support content for students, faculty, and staff with different levels of technical experience.
• Record and edit short instructional videos, screen recordings, and software demonstrations using Camtasia or similar video-editing software.
• Add captions, transcripts, titles, and basic visual elements to instructional videos.
• Update WordPress pages using Elementor.
• Maintain Confluent, and Knowledgebase content using University templates, brand standards, and accessibility guidelines.
• Work with University departments to gather information and turn it into clear support documentation.
• Review existing content for accuracy, readability, consistency, broken links, outdated information, mobile display, and accessibility.
• Organize articles, videos, and support resources so users can find information easily.
• Refer theme, plugin, hosting, server, database, certificate, and security issues to IT or the appropriate vendor.

Help Desk and User Support – 30%

• Monitor the integrated Help Desk and respond to routine requests related to Online Learning systems.
• Troubleshoot common access, navigation, account, Zoom, Canvas, and content-related issues.
• Route requests that require additional technical support to the appropriate department or vendor.
• Keep ticket records accurate and follow up on open requests.
• Use recurring questions and resolved tickets to identify new knowledgebase articles, videos, and support materials.
• Prepare basic reports on ticket volume, status, response time, and recurring issues.

Canvas Support – 15%

• Help students and faculty get started with Canvas and related online learning tools.
• Assist with common access, enrollment, role, navigation, and course-readiness questions.
• Create and maintain Canvas user guides, announcements, walkthroughs, FAQs, and instructional videos.
• Check access and support processes after platform updates.
• Refer SIS, API, integration, and data issues to the appropriate system owner.

Virtual and On-Site Event Support – 10%

• Provide technical support for scheduled virtual, hybrid, and on-campus events.
• Set up and support Zoom meetings, webinars, breakout rooms, polls, screen sharing, recordings, and basic registration settings.
• Assist presenters and participants with accessing and using Zoom and other approved event platforms.
• Help with basic setup and testing of presentations, microphones, cameras, speakers, and related equipment.
• Provide on-site technical support during selected University events.
• Record virtual sessions when requested and complete basic editing before publication.
• Coordinate with IT, Facilities, Communications, or outside vendors when advanced audiovisual or production support is needed.
• Maintain instructions and checklists for common event-support needs.
• Provide occasional evening event support when scheduled in advance.

Documentation and Reporting – 10%

• Maintain editorial standards and templates for knowledgebase articles, user guides, and instructional videos.
• Review support materials for accuracy, clarity, accessibility, and consistent formatting.
• Maintain organized records of content updates, video projects, support requests, event issues, and assigned content owners.
• Prepare routine service and content reports using established formats.

REQUIRED QUALIFICATIONS

• Associate degree, relevant certificate, or two years of related experience in educational technology, information technology, communications, technical writing, digital media, customer support, or a similar field.
• At least one year of experience providing technical support, customer support, Help Desk support, or educational technology support.
• Experience writing technical instructions, knowledgebase articles, user guides, or other support documentation.
• Ability to explain technical processes clearly to nontechnical users.
• Experience creating and editing instructional videos, screen recordings, or software demonstrations.
• Experience using Camtasia or similar video-editing software.
• Working knowledge of Zoom, including meeting setup, screen sharing, recordings, breakout rooms, and basic troubleshooting.
• Experience updating WordPress content using Elementor.
• Experience working in Confluent, , or a similar content or knowledge-management platform.
• Experience with Canvas, Blackboard, Brightspace, Moodle, or another learning management system.
• Strong writing, editing, verbal communication, and organizational skills.
• Ability to manage multiple requests, content projects, events, and deadlines.
• Ability to work independently and collaborate with departments across the University.
• Ability to provide occasional on-campus or evening event support with advance notice.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in technical communication, instructional design, educational technology, communications, digital media, or a related field.
• Experience working with Help Desk or ticketing software.
• Experience supporting Zoom webinars and virtual, hybrid, or in-person events.
• Experience with video captioning, transcripts, accessibility, and publishing videos for online viewing.
• Basic knowledge of microphones, cameras, presentation equipment, and audiovisual setup.
• Basic HTML and CSS knowledge for formatting and troubleshooting web content.
• Familiarity with web accessibility guidelines and digital content standards.
• Experience supporting students, faculty, or staff in higher education.

WORK ARRANGEMENT

This is a full-time hybrid position, generally working remotely four days per week and on campus one day per week. Additional on-campus or evening hours may occasionally be required to support scheduled University events. Work schedules may be adjusted based on departmental and event needs.