Learning Technology Support Specialist Job

Located in the scenic Puget Sound area with nearby mountain ranges and Mount Rainier in the distance, Tacoma is surrounded by outdoor recreational opportunities such as hiking, boating and camping. Tacoma, Washington has been ranked as one of the most livable cities in the country, due to the increasing career opportunities, cultural diversity and community engagement, just to name a few.

Tacoma Community College (TCC) was built on the ancestral territory of Coast Salish peoples, specifically the Puyallup and Squaxin Island Tribes. The 1854 Medicine Creek Treaty forcibly removed them to Reservations to make way for colonizers; we recognize the privilege of utilizing this land has come at a great cost. We honor the resilience of the Puyallup and Squaxin Island people, who still live here, defend their rights, and contribute greatly to the well-being of our community. Our institution aims to increase partnerships and community ties with the local indigenous populations. Moreover, TCC stands in solidarity with Black Lives Matter and the Black community by further strengthening collaboration with the Black Student Union as well as community entities such as the Tacoma-Pierce County Black Collective, the Tacoma Urban League, and local black-owned businesses. In addition, we strongly support the Stop Asian Hate movement and have an active Asian Pacific Islander Student Club as well as an Asian and Pacific Islander Faculty and Staff Coalition. TCC is committed to developing more culturally responsive curricula by infusing and incorporating more educational content focused on the lives, experiences, and contributions of Native, Black, Asian, and other marginalized communities. We continually strive to become an anti-racist institution.

We are specifically focusing on improved support for traditionally marginalized populations, including Black/African- American, Indigenous, People of Color, Dreamers, justice-involved, immigrants and refugees, Veterans, people with disabilities, and the LGBTQ+ community. To this end, TCC seeks applicants who:

• Value intellectual curiosity and innovative teaching
• Welcome difference and model respectful interaction with others
• Recognize and honor the important role that diversity brings to an educational community
• Are committed to educating a racially and socioeconomically diverse student population
• Are committed to teaching in a community college setting
• Care deeply about student success
• Intentionally support and promote efforts related to equity, diversity, and inclusion
• Honor TCC’s mission promoting equitable access to educational opportunities
• Reflect the diversity of our community

Position Summary:
The Learning Technology Support Specialist is a vital member of our Learning Technology Support team at TCC. This role provides administrative and technical support for our learning management system (Canvas LMS) and is integral to the department mission of enhancing the teaching and learning process through the accessible and equitable incorporation of educational technology. Reporting to the Learning Technology Support Manager, the Learning Technology Support Specialist helps ensure the seamless operation of educational technologies, providing critical assistance to a diverse community of learners, in collaboration with faculty and staff to optimize the use of technology in virtual and in-person learning environments. The ideal candidate will have a strong commitment to equity, diversity, inclusion, and belonging (EDI-B) recognizing the importance of dismantling barriers to learning through the strategic use of technology.

Technology Administration & Support

• Provide timely technical support for the learning management system (currently Canvas LMS) and related institutionally-sponsored educational technology including the Microsoft 365 software suite, resolving issues related to software, hardware, and connectivity.
• Oversee the operational health of Learning Technology Support systems, coordinating software updates and hardware configurations with the IT department and other relevant stakeholders.
• Guide Help Desk staff in the regular creation and revision of knowledge base articles and tutorials, enhancing the support infrastructure.
• Liaise with vendors to ensure the seamless integration and ongoing support of learning tools, managing their deployment and facilitating user adoption.
• Partner with the Learning Innovation team to design and conduct workshops on teaching and learning technologies, creating instructional materials and learning aids to improve digital literacy.
• Keep Information Commons and Learning Technology Support digital content and resources up-to-date on the college website, portal, and Canvas LMS, ensuring information is accurate and user-friendly.
• In coordination with Access Services and IT, ensure all IC and LTS content and technologies adhere to WCAG and ADA standards, promoting Universal Design for Learning principles to create inclusive and accessible educational environments for all students.
• Partner with faculty, staff, and instructional designers to effectively incorporate teaching and learning technologies into the curriculum in a way that supports, accessibility and ease of use for all students.

Team Leadership and Staff Development

• Supervise and mentor a team of part-time and work-study Help Desk staff, driving high standards in technical support and fostering professional growth.
• Model and grow the capacity for culturally responsive, trauma informed, and antiracist customer support in the Information Commons and Learning Technology Support teams.
• Handle recruitment, comprehensive training, performance evaluations, and timesheet approval, cultivating a culture of excellence and continuous learning.
• Manage Help Desk coverage by coordinating part-time and work study staff schedules and maintaining meticulous records of support activities.
• Oversee the checkout and inventory of student-facing technology, ensuring resources are readily available and communicated to students.

Collaboration and Continuous Improvement

• Remain informed on the latest trends in educational technology and student technology support.
• Maintain familiarity with common standards, frameworks, and pedagogical best practices for teaching and learning with technology (e.g.. Quality Matters, UDL, TiLT).
• Actively engage in professional development and continuous improvement around educational technology to bring innovative practices to TCC.
• Actively collaborate and engage with peer institutions via SBCTC’s eLearning Council and similar external workgroups and consortia.
• Other duties as assigned

Duties of the position require knowledge, skills and abilities:

• Expertise in administering and supporting a learning managements system, preferably Canvas LMS.
• Proficiency in troubleshooting and resolving software, hardware, and connectivity issues.
• Expert customer service skills that prioritize student success and belonging.
• Capacity to foster a culturally responsive, trauma-informed, and antiracist collaborative support environment.
• Experience managing an enterprise ticketing system for tracking support issues and resolutions efficiently.
• Proficiency in staff training, performance evaluation, and team building.
• Skills in creating and updating knowledge base articles, tutorials, and instructional materials.
• Experience in vendor liaison for the integration and support of educational tools.
• Competence in designing and conducting workshops on educational technology topics.
• Knowledge of content and technology compliance with WCAG, ADA, Section 508 of the Rehabilitation Act, and Washington State’s Policy 188 to uphold accessibility standards.
• Understanding of Universal Design for Learning (UDL) to support inclusive education.
• Ability to manage technology inventory and ensure student access to resources.
• Commitment to continuous improvement

Duties of the position required experience:

• Bachelor’s Degree from an accredited college or university –OR- equivalent combination of education and/or experience.
• Demonstrated experience in managing Learning Management Systems, particularly Canvas LMS.
• Demonstrated experience conducting training sessions and workshops across a range of educational technologies.
• Proven track record of excellent customer service, technical support, and troubleshooting in a complex IT environment.
• Word processing and spreadsheet software experience preferably MS Office.
• Supervisory experience.

Conditions of Employment

• Successful completion of a criminal history background check prior to employment.

Application Materials
Complete application packages must include the following:

• Tacoma Community College online application form.
• Resume and cover letter – In your cover letter, describe how your background and experience align with the responsibilities for this position.

Terms of Employment
This is a full-time classified position scheduled to work Monday through Friday, 8:00 am – 5:00 pm or 12:30 -9:00 pm during the academic year. Work location is the TCC main campus. The salary range for this position is $3,537 – 4,723 monthly. Flexibility in scheduling is required to meet the needs of the division. Tacoma Community College offers a comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long- term disability insurance plans; vacation, sick and personal leave; reduced tuition for the employee; and retirement benefits are also provided.

Tacoma Community College values diversity and is an Equal Opportunity Employer and Educator. Tacoma Community College provides equal opportunity in education and employment and does not discriminate on the basis of race, color, national origin, age, disability, genetic information, sex, sexual orientation, marital status, creed, religion, or status as a veteran of war. Prohibited sex discrimination includes sexual harassment (unwelcome sexual conduct of various types). Provides reasonable accommodations for qualified students, employees, and applicants with disabilities in accordance with the Americans with Disabilities Act and Federal Rehabilitation Act. The following persons have been designated to handle inquiries regarding non-discrimination policies: Stephen Smith, Title VII and Title IX, Building 14, 253-566-5055; Dr. Davi Kallman, Section 504 Officer, Building 7, 253-566-5157. Tacoma Community College is a smoke-free/drug free environment. This recruitment announcement does not reflect the entire job description and can be changed and or modified without notice.