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Company Name:
Approximate Salary:
Not Specified
Charles Town, West Virginia
United States
Position type:
Full Time
Experience level:
3-5 Years
Education level:
Bachelor's Degree

Classroom Support Specialist


Classroom Support Specialist


Requisition Number: 17-0180


Location: Charles Town, WV


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Reports To: Manager, Classroom Support


Department: Information Technology (IT)


Office Location: Charles Town, WV


FLSA Status: Exempt


Date Posted: November 20, 2017


Date Closing: Open Until Filled


Synopsis of Role:


The Classroom Support Specialist provides customer support and technical support to students and faculty in the use of the online learning management system(s) and related academic computing software. This role provides first-touch response and support for all end users of our academic systems. The classroom support specialist will provide training and care to end users, perform diagnosis, trouble-shooting, break-fix support, in addition to fostering positive academic experiences inside of the classroom of American Public University System's (APUS); or its partner's, learning management platform within support guidelines. The successful candidate will work in team environment supporting applications, development, and production systems within the operations team and will escalate network, server, and application issues to the appropriate team members when necessary. This position will work primarily as a member of the team responsible for providing front line support to students and faculty taking or teaching online courses with APUS.


Essential Functions:


• Assists all users with their questions about any supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.


• Provides support to students and faculty on the use of technology for instruction, including the use of the University's learning management system(s), third party software tools, online plagiarism services, and Web-based content creation tools.


• Troubleshoots and resolves end-user issues related to the learning management system and related academic software.


• Documents and escalates Academic related incidents that occur in the classroom.


• Receives, logs, documents, appropriately routes, and tracks classroom support problem or inquiry calls, and service calls from University-wide users and students.


• Documents and maintains classroom support operations and procedures.


• Identifies issues and trends; escalates issues as appropriate for timely resolution.


• Contributes to and maintains training materials and knowledgebase to ensure student/faculty self-service and continuous improvement process.


• Integrates content into the classroom as needed to support efficient classroom operations.


• Repairs classroom content on request to support efficient classroom operations.


• Supports content migration, archive, and restore procedures to support efficient classroom operations.


• Assists with bug tracking and documenting application issues.


• Works with third party software applications to gather and disseminate necessary support information.


• Aids in the use of standard supported software.


• Provides “just in time” training for faculty and students who need assistance with academic instructional technology.


• Assists in monitoring the electronic classroom and IT support systems on a daily basis to confirm that scheduled actions take place as planned (classrooms open on time, for example) and to identify potential problem areas, for early resolution.


• Displays good analysis and problem solving skills, accurately analyzes a situation and utilizes creative problem solving.


• Provides initial diagnosis of computer related software and hardware issues and resolves computer related issues.


• Performs other duties as assigned.


Work Environment and Physical Demands:


• Standard office environment in Charles Town, WV.


• Must be able to move/lift equipment up to 50 pounds.


• Must be able to work a five day schedule during core business hours of 8:00am - 8:30pm


• Must be available to work evenings and weekends as directed by the supervisor.




Required Skills:


• Expertise in the support of web-based applications.


• Ability to diagnose software and hardware problems.


• Care and first class customer service skills.


• Ability to provide technical support by e-mail, phone, remote assistance, and face-to-face; professional demeanor and excellent communications skills.


• Good problem solving and analytical skills.


• Ability to work efficiently in a dynamic, expanding environment, both with and without direct supervision.


• Ability to learn the fundamentals of all software products used at the University.


• Ability to follow established workflow within the University’s service desk.


• Accurate reporting skills and attention to detail.


• Understanding of fundamental computer networking technologies.


Required Experience:


• Bachelor's degree or equivalent experience in an academic environment required.


• Minimum three years' experience in end-user technical support with web applications required.


• Basic networking knowledge required.


• Knowledge of cross browsers configuration required.


• Previous customer service experience preferred.


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