Job Description

Required Qualifications: Applicants must specifically address how they meet these required qualifications to meet the requirements of the position.
Experience providing customer service, technical support, or application support in a professional environment.
Ability to troubleshoot technology issues, identify potential causes, and guide users through appropriate solutions.
Strong verbal and written communication skills, including the ability to explain technical information to individuals with varying levels of technical experience.
Ability to provide support through multiple communication channels, including phone, email, chat, remote-support tools, and in-person interactions.
Strong organizational skills and attention to detail, including the ability to accurately document, track, and update incidents and service requests.
Ability to manage multiple priorities, meet deadlines, and provide timely follow-up on customer requests.
Commitment to providing professional, courteous, and customer-focused service.
Ability to create, maintain, and update technical documentation, knowledge articles, and user-support resources.
Preferred Qualifications
2+ years of previous customer service experience.
Experience supporting Canvas or another learning management system, such as Blackboard, Moodle, Brightspace, or Sakai.
Experience supporting faculty, staff, or students in a higher education environment.
Experience supporting academic technologies such as media management platforms, lecture capture systems, ePortfolio solutions, assessment tools, accessibility tools, or online collaboration applications.
Experience delivering technology consultations, demonstrations, workshops, or training sessions.
Experience using an IT service management or ticketing platform, such as TeamDynamix, ServiceNow, Jira Service Management, or a comparable system.
Knowledge of customer service, incident management, and knowledge management best practices.
Experience developing technical documentation, instructional guides, frequently asked questions, or training materials.
Job Description
The IT Assistance Center (ITAC) within the Division of Information Technology is seeking a customer-focused professional to provide functional and technical support for Canvas and related academic technologies. This position supports the university’s teaching and learning mission by assisting faculty, staff, and students with the effective use of Canvas and other instructional tools.

As a primary point of contact for Canvas support, this role provides consultation, troubleshooting, and guidance through phone, email, chat, remote support, and occasional in-person training and consultations. The position works closely with users to resolve issues, promote best practices, and ensure a positive technology experience.

In addition to Canvas, the position may support other academic technology platforms, including learning tool integrations (LTIs), media management systems, ePortfolio solutions, and other teaching and learning applications. The successful candidate will collaborate with faculty, academic departments, and technology partners to enhance service delivery and support effective teaching and learning across the university.

This position reports to the Assistant Director of Client Solutions.
Job Duties
Provide frontline support for Canvas and other instructional technologies, assisting faculty, staff, and students with questions, troubleshooting, and general system use.
Deliver excellent customer service through phone, email, chat, remote support, and in-person interactions while maintaining a professional and positive attitude.
Communicate technical information clearly and effectively to users with varying levels of technical experience.
Assist users with Canvas course management, assignments, grading tools, content sharing, and other learning technology needs.
Accurately document, track, and update incidents and service requests in the ticketing system, ensuring attention to detail and timely follow-up.
Collaborate with team members and campus partners to resolve issues, share knowledge, and improve support services.
Maintain and contribute to support documentation, knowledge articles, and training resources while participating in team projects and continuous learning opportunities.
Other duties as assigned.
Additional Information to Applicants
ITAC will not sponsor or transfer visa sponsorship for this position.