Instructional Technology Support Specialist

Clayton State University -
Morrow, GA

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Job Details

Full-time

Qualifications

Non-technical user support
ADA accessibility regulations
Academic institution experience
Online learning environment experience
Bachelor's degree
Video conferencing software
Collaborative technology platforms
WCAG
E-learning platforms
Customer support
Experience at colleges/universities
Technical Proficiency
Video conferencing systems operation
University experience

Full Job Description

About Us

Located in Morrow, Georgia, Clayton State University is roughly 15 miles southeast of downtown Atlanta. The university offers employees an adaptable, collaborative environment that fosters professional and personal development.

The university is committed to having a positive impact on the State of Georgia and beyond by serving students and the community through broadening access to high-quality education and advancing workforce development. Clayton State offers multiple certificates, Associate's, Bachelor's, and Master's Degree programs, which currently enroll over 5,500 students in challenging campus and online courses.

Clayton State's main campus is situated on 214 beautiful acres in a lakeside setting just minutes from downtown Atlanta, making access to the vibrant metropolitan area swift. The Atlanta-Journal Constitution has named the university a Top Workplace in Atlanta for six consecutive years. The Chronicle of Higher Education also named Clayton State one of 79 higher education institutions across the nation in its list of 2017 Great Colleges to Work For.

Job Summary

The Instructional Technology Support Specialist (ITSS) serves as an administrator for Clayton State University's teaching and learning technologies, including the Brightspace D2L Learning Management System (LMS) and its integrated tools such as ReadSpeaker, Turnitin, Gradescope, Respondus, SmarterProctoring, and Kaltura. This position also provides technical support for additional platforms such as CourseLeaf, Digital Measures, SmartEvals, and any future technologies adopted by the university and deemed mission critical in the Teaching and Learning space. In this role, the ITSS provides direct technical support to faculty and staff and delivers both in-person and online training on these supported platforms.

Collaborating closely with Information Technology Services and other campus partners, this role works to enhance the university's teaching and learning environments and requires a professional who is flexible, adaptable, solutions-oriented, an effective communicator, and proactive in identifying and resolving technical challenges.

Responsibilities

Provide instructional technology support, troubleshooting, and issue resolution for faculty and staff across the campus.
Assist faculty with the effective technical use of D2L Brightspace and all its integrated software applications, other digital learning tools and related academic systems.
Lead and support faculty workshops, orientations, and training sessions (in-person and virtual) for university supported instructional technology software.
Collaborate with ITS and other university departments to resolve technical issues impacting the teaching and learning environments.
Maintain current knowledge of emerging instructional technology trends, best practices, and system updates that affect faculty teaching and learning.
Develop and maintain technical training materials, documentation, and user guides for faculty and staff in the support of instructional technology platforms.
In collaboration with ITS, assist in evaluating, piloting, and selecting new instructional technologies that support teaching and learning at the university.
Provide just-in-time faculty assistance and technical support via in-person consultations, Teams, email, or phone.
Support faculty in ensuring digital course materials meet accessibility, usability, and compliance standards.
Monitor, update, and maintain the instructional technology content on the CELT website and in other communication platforms.

Required Qualifications

Bachelor's degree in Information Technology, Educational Technology, Computer Science, or a related field.
Minimum two years of experience providing technical support for mission-critical software systems, preferably in an educational environment.
Strong problem-solving and troubleshooting skills with experience supporting instructional or academic technologies.
Familiarity with learning management systems support (e.g., D2L Brightspace, Canvas, Blackboard, etc.).
Experience with classroom technologies, video conferencing tools, and digital collaboration platforms.
Ability to clearly and patiently communicate technical concepts to non-technical users.
Strong organizational skills with the ability to prioritize tasks and manage multiple deadlines.
Adaptable, proactive, and comfortable managing change in a fast-paced environment.
Demonstrated initiative in resolving technical and customer support challenges.

Required Qualifications

Experience working in a university Center for Teaching and Learning or faculty support unit.
Knowledge of accessibility standards (WCAG, ADA, Section 508).
Experience with instructional technology tools, LMS administration, or AI-enhanced educational technologies.
Proven ability to serve as an effective communicator and facilitator, translating instructional technology needs into accessible, faculty-centered training and technical support experiences.
Basic web design or web content management experience.
Certifications related to IT support, instructional technology, LMS administration, or related fields.

Knowledge, Skills, & Abilities

Knowledge of learning management systems (e.g., D2L Brightspace, Canvas, Blackboard), instructional technologies, digital learning tools, and faculty support practices in higher education.
Knowledge of classroom technologies, video conferencing platforms (e.g., Microsoft Teams, Zoom), web content management systems, and emerging instructional technology trends, including AI-enhanced tools.
Knowledge of technical support practices, troubleshooting methodologies, and accessibility and compliance standards (WCAG, ADA, Section 508) as applied to digital learning environments.
Strong technical troubleshooting and problem-solving skills to diagnose and resolve instructional technology, software, and system issues.
Strong communication, training, and facilitation skills to clearly explain technical concepts and deliver effective in-person and virtual workshops and faculty support.
Strong organizational and analytical skills with the ability to prioritize competing demands, manage multiple deadlines, and support data-informed decision-making.
Collaboration and documentation skills to work effectively with cross-functional teams and develop clear training materials, guides, and support resources.
Adaptability and continuous learning skills to stay current with evolving technologies and institutional priorities.
Ability to provide timely, accurate, and solution-oriented technical support in a fast-paced academic environment.
Ability to translate instructional technology needs and facilitate engaging learning experiences for users with varying levels of technical proficiency.
Ability to manage multiple support requests, projects, and initiatives simultaneously with attention to detail.
Ability to work independently and collaboratively in a team environment while maintaining a professional, service-oriented approach.
Ability to evaluate and recommend instructional technologies aligned with institutional goals.
Ability to ensure digital content meets accessibility and usability standards.
Ability to build strong working relationships with faculty, staff, and campus partners.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Institutional Values

Clayton State University will have a positive impact on the State of Georgia and beyond by serving students and the community through broadening access to high-quality education and advancing workforce development. Our statement of core values is adaptability, collaboration, excellence, integrity, and people-centered. Each Clayton State University community member is responsible for demonstrating and upholding these standards. More details on Clayton State's Statement of Core Values and Code of Conduct can be found online at https://www.clayton.edu/strategic-plan/mission-vision-values and https://www.clayton.edu/human-resources/current-employees/resources-policies

Conditions of Employment

Offers of employment are contingent upon completion of a background investigation, including a criminal background check demonstrating eligibility for employment with Clayton State University, as determined by Clayton State University in its sole discretion, confirmation of the credentials and employment history reflected in application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug and alcohol screening. Candidate must disclose potential, actual, or apparent conflicts of interest in compliance.

Offers are made expressly subject to the applicable federal and state laws, statutes, rules, and regulations of this institution and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Equal opportunity and decisions based on merit are fundamental values of Clayton State University and the University System of Georgia (USG). Clayton State University prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any Clayton State University program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

Other Information

Working Conditions

Standard office environment with occasional evening or weekend commitments for CELT or university events.
Work modality is on-campus 8am-5pm M-F, aligned with USG strategic initiatives and directives from CELT and the Office of the Provost.
Light physical activity may be required for setting up, maintaining, or troubleshooting classroom and instructional technology equipment.

Clery Disclosure

This position may be considered a Campus Security Authority, CSA. A Campus Security Authority is a Clery-specific term that encompasses certain departments, groups, and individual employees who have a duty to report crimes they become aware of, as defined by the Clery Act.

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About Us

Job Summary

Responsibilities

Required Qualifications

Required Qualifications

Knowledge, Skills, & Abilities

USG Core Values

Institutional Values

Conditions of Employment

Equal Employment Opportunity

Other Information

Clery Disclosure

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