Instructional Technology Specialist

Instructional Technology Specialist

The Instructional Technology Specialist delivers frontline technical support, administers departmental ticketing workflows, and executes technical maintenance for software tools, plugins, and third-party integrations across the digital learning environment. Reporting to the Instructional Design & LMS Specialist, this role ensures operational continuity and system reliability by conducting preliminary vendor technical vetting (HECVAT/VPAT), creating user documentation, compiling assessment data, and resolving Tier 1 and Tier 2 educational technology issues for faculty, staff, and students.

Essential Duties and Responsibilities

Primary Ticketing Administration & Frontline Support

1. Serves as the primary administrator for departmental ticketing systems, managing ticket intake, queue classification, and routing.
2. Monitors, logs, classifies, tracks, and resolves Tier 1 and Tier 2 support requests from faculty, students, and staff in a timely, service-oriented manner.
3. Diagnoses and resolves user-end issues involving Canvas, browser compatibility, account access or authentication errors, and digital learning tools—including AI applications and integrated software such as Respondus, Turnitin, and Nearpod.
4. Tracks, analyzes, and reports key service-level metrics, including ticket volume, response times, and resolution rates.

Technical Vendor Vetting & Accessibility Intake

1. Coordinates technical intake reviews for requested educational technologies by collecting and cataloging Higher Education Community Vendor Assessment Tool (HECVAT) security documentation and Voluntary Product Accessibility Templates (VPAT) from external vendors.
2. Conducts preliminary technical vetting, sandbox testing, and initial accessibility checks (WCAG 2.1 AA compliance) for proposed LMS plugins and LTIs prior to Specialist review and approval.
3. Assists faculty with basic digital document remediation (Word, PDF, PowerPoint), closed-captioning workflows, and media accessibility cleanup.

Technical Integration Maintenance & Secondary LMS Support

1. Functions as secondary/backup administrator for the LMS, assisting with routine plugin maintenance, system update testing and configuration under the direction of the LMS Specialist.
2. Serves as technical administrator for the institution's course evaluation platform, executing data synchronization with the LMS, configuring evaluation rosters/schedules, and troubleshooting technical access issues in accordance with institutional schedules.
3. Maintains active third-party LTIs, verifying tool functionality following system updates and escalating unresolved vendor technical errors.

Assessment Reporting & Operational Analytics

1. Compiles, organizes, and formats operational statistics and usage data for annual departmental reports, accreditation reviews, and grant compliance requirements.
2. Assists with administrative setup and data extraction within institutional assessment platforms (e.g., Watermark CES/SL&L), generating usage reports and outcome summaries for leadership review.

Technical Training & User Documentation

1. Writes, updates, and maintains technical user guides, knowledge base articles, video tutorials, and self-service FAQs for students, faculty, and staff.
2. Conducts technical orientation sessions and hands-on "how-to" workshops covering Canvas features, web conferencing tools, and supported educational software applications.

Departmental Support

1. Assists in maintaining departmental knowledge base portals and instructional technology resource pages.
2. Coordinates technical setup, logistical preparation, and live execution support for technology workshops and departmental training events.
3. Performs other duties as assigned by the Instructional Design & LMS Specialist.
4. Operates within the framework established by institutional policies, FERPA guidelines, digital privacy standards, and applicable legal requirements.

Typical Qualifications

Position Specifications and Minimum Qualifications

Education

• Bachelor's degree in Computer Science, Education or related field from a regionally accredited institution of higher learning recognized by the US Department of Education.

Experience

• Three to four years of directly related experience, preferably in a community college setting.

Equivalency Statement

• Equivalent combinations of education and experience from which comparable knowledge and abilities can be acquired may be considered on a case-by-case basis.

Desired Qualifications

• Experience with learning management systems and online educational technologies
• A basic understanding of copyright and fair use, and its application to teaching and learning in distance education.
• Some knowledge of clerical procedures and practices

Knowledge, Skills, and Abilities

1. Ability to organize, prioritize, and follow multiple projects and tasks through to completion while working under stressful conditions, tight timeframes, or heavy workloads with composure, flexibility, and a customer-service focus.
2. Ability to work independently in the absence of supervision and as part of a team with a flexible and adaptable attitude as well as a focus on customer service.
3. Analyze situations accurately and effectively problem solve.
4. Understand and follow oral and written instructions.
5. Ability to develop effective working relationships with supervisors, faculty, staff, students, and the public.
6. Ability to assess, organize, and resolve training needs and to explain complex technical procedures to staff and students with patience, thoroughness, and reinforcement.
7. Ability to adapt to changing technologies and learn functionality of new equipment and systems.
8. Ability to diagnose and resolve basic technical issues and troubleshoot a variety of hardware and software issues, including integrated educational technologies.
9. Ability to quickly learn technical procedures using documentation, training, and customer service support and provide understandable interpretations of procedures and policies.
10. Ability to analyze, research, and solve technical problems, using initiative and vendor technical support.
11. Ability to exercise good judgment and maintain confidentiality in maintaining critical and sensitive information, records, and reports, ensuring adherence to FERPA guidelines and college policies.
12. Experience collaborating with multiple stakeholders to solve complex problems effectively.
13. Ability to use varying styles, approaches, skills and techniques to communicate with various constituents (e.g., faculty, staff, students, community partners).
14. Ability to work effectively with constituencies possessing a wide variety of technical knowledge.
15. Ability to train staff and faculty in the use of applicable software applications, educational technology, and Canvas features.
16. Ability to compile, organize, and analyze statistical data (including usage reports from assessment platforms like Watermark CES/SL&L), maintain records and prepare administrative or technical reports.
17. Ability to deliver exceptional customer service and to communicate effectively, verbally and in writing.
18. Knowledge of digital accessibility standards (e.g., WCAG 2.1 AA) and the ability to remediate documents, media, and learning materials for compliance.
19. Ability to evaluate third-party educational technologies, review security and accessibility documentation (HECVAT/VPAT), and conduct preliminary technical vetting.
20. Knowledge of and ability to evaluate, integrate, and support emerging artificial intelligence (AI) educational tools and applications, ensuring ethical usage, data privacy compliance, and effective pedagogical alignment for faculty and students.
21. Knowledge of or willingness to learn and ability to comply with CWC Policies and Procedures.

Level of Supervision

• This position operates under the general supervision of the Instructional Design and LMS Specialist.

Working Environment

• Reasonable accommodation will be extended to otherwise qualified individuals with a legally recognized disability.

Equipment Used

• Standard office equipment including personal computer, calculator, fax machine, phone pod, scanners, copy/print machine, telephone, step stools, paper cutter, laminator, etc.

Physical Requirements

• Mostly sedentary or light work requiring sitting, walking, and standing frequently. Occasional physical work requiring exertion of up to 50 pounds of force pushing or pulling resources. May also require climbing, balancing, stooping, kneeling, crouching, crawling, reaching, pushing, pulling, lifting, fingering, grasping, repetitive motions, feeling, talking, hearing, and seeing. Common eye, hand, finger dexterity required to perform some essential functions. Mental application utilizes memory for details, verbal instructions, emotional stability, discriminating thinking and creative problem solving. Ability to operate a motor vehicle.

Environmental Conditions

• Work is performed in a general office setting. Travel, weekend and evening work may be required.

CWC is an Equal Opportunity Educator and Employer. We are committed to a multicultural environment and strongly encourage applications from women, minorities, veterans, and persons with