Technical Support Specialist – Anticipated start date – 8/3/2026
Peaceful Schools is expanding and seeking to fill an opening for a full-time Technical Support Specialist. As this position is newly developed and our team is currently looking for office space we anticipate this position will be based out of the Victor/Farmington/Rochester area. We are currently working out the office details.
The successful candidate acts as the frontline problem-solver for Peaceful Schools Learning Management System, helping end-users troubleshoot and resolve technology-related issues. The specialist will act as the vital bridge between the software and its users to ensure smooth digital education experiences.
Duties & Responsibilities:
· Serve as a primary liaison between the leadership teams of New York State Mental Health Alliance and Peaceful Schools to support the implementation, coordination, and continuous improvement of the Certified Mental Health Support Specialist (CMHSS) Curriculum and Training platform CMHSS Learning Management System (LMS).
· Be proficient in supporting the day-to-day operation of the selected LMS.
· Set up accounts and provide access to the LMS/computer systems.
· Provide onboarding, training, and ongoing technical assistance to SMEs and instructors on LMS functionality, course management, and digital instructional tools.
· Serve as the primary point of contact for user accounts including instructors, students and others seeking technical assistance, responding via phone, email or chat.
· Coordinate with the LMS vendor and implementation partners to maintain, update, and optimize the LMS platform and related integrations.
· Oversee backend LMS administration, including user management, permissions, enrollment processes, and system configuration.
· Support users in the upload, organization, integration, and maintenance of course content, instructional materials, assessments, and multimedia resources within the LMS.
· Ensure the LMS environment complies with accessibility standards, ADA requirements, privacy regulations, and equitable digital learning practices.
· Promote equitable access to training by identifying and addressing barriers related to technology, usability, and learner support.
· Provide technical support to credential users and instructors, including troubleshooting issues related to login access, navigation, course participation, and certificate retrieval.
· Act as the lead point of contact for Subject Matter Experts (SMEs), course instructors, and training facilitators utilizing the LMS platform.
· Develop and maintain user support protocols that promote timely, culturally responsive, and learner-centered assistance.
· Monitor LMS performance, functionality, and system reliability, proactively identifying and resolving technical concerns.
· Log and produce reports as directed pertaining to technical assistance request from users and collaborators.
· Collaborate with project leadership and the LMS agency to coordinate software updates, enhancements, and platform improvements.
· Configure and maintain reporting and analytics tools to monitor learner engagement, progress, course completion, and credential attainment.
· Support evaluation and quality improvement efforts by generating reports and ensuring access to accurate learner and system data.
· Assist in the development of user guides, onboarding resources, FAQs, and training documentation for instructors and learners.
· As directed support communication between SMEs, instructors, leadership teams, and LMS vendors to ensure alignment and efficient project implementation.
· Provide weekly updates to the leadership team on workflow and LMS system utilization.
· Support the integration of multimedia, interactive learning tools, and continuing education modules within the LMS environment.
· Maintain confidentiality, data integrity, and professional standards in all LMS administration and user support activities.
· Contribute to the sustainability and long-term success of the CMHSS initiative through ongoing system management, stakeholder support, and continuous improvement efforts.
· Actively participate in Peaceful Schools staff trainings and meetings, as well as in select school-based trainings and meetings.
· Reflect the mission and vision of Peaceful Schools.
· Display strong interpersonal skills and a positive attitude, and problem-solving skills in line with the Peaceful Schools Core Values.
· Ability to work independently and identify and solve problems.
· Follow all company policies, procedures, and protocols.
· Performs other duties as assigned.
Qualifications:
1. Minimum of a Bachelor’s Degree in Computer Science, Office Technology or related field. Masters preferred.
2. Five years preferred experience with Learning Management Systems. Black Board preferred.
3. Excellent communication and problem-solving skills, and the ability to build strong relationships with a diverse range of stakeholders.
4. Strong organizational and time management skills.
5. Must be able to work independently.
6. This position requires a highly collaborative and data-focused individual dedicated to improving the educational experience for all users.
Working Conditions & Physical Requirements:
· Full-time.
· Day-to-Day schedule will be determined based on hours of the program and demands of the implementation and assigned by the supervisor.
· It is anticipated that the position may occasionally require evening or weekend availability to attend conferences, events, and meet with stakeholders outside of typical workday schedule if needed.
· Participation in Professional Development sessions, other essential functions, as needed and report to assigned location as determined by supervisor.
· Some telecommuting/remote work with supervisor approval.
· Require NYS Driver License and ability to easily travel between Peaceful Schools main office and other locations. In addition, travel as needed to build relationships.
· Must be able to lift up to 25 pounds at times.
Position is full-time M-F, working 40 hours per week. Day-to-day schedule will be determined based on hours of the program and demands. Some evening and weekend availability may be needed.
Interested applicants should submit a resume and cover. Please highlight your experience in your letter. All applicants will receive a confirmation email upon receipt. Peaceful Schools is an Equal Opportunity Employer. Must be authorized to work in the U.S. We do not sponsor or take over sponsorship of employment Visa.
Applications will be accepted until the position is filled.
Peaceful Schools provides comprehensive social-emotional education and conflict resolution products and services. Peaceful Schools is committed to giving everyone the power to be peaceful.
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have experience working with Black Board?
Education:
Experience:
License/Certification:
- NYS Driver's License (Required)
Ability to Commute:
- Victor, NY 14526 (Required)
Work Location: In person
