Washtenaw Community College
Online Support Specialist
🇺🇸 Remote - US
🕑 Full-Time
💰 $53K - $59K
💻 Customer Support
🗓️ August 11th, 2025
Canvas
LMS
WCAG
Edtech.com's Summary
Washtenaw Community College is hiring an Online Support Specialist. The specialist manages technical support for the Canvas Learning Management System and integrated academic technologies, resolving complex support tickets, tracking issues, and collaborating with faculty support staff to ensure effective online learning experiences.
Highlights
- Serve as primary technical support for Canvas LMS and integrated instructional technologies.
- Respond to and resolve escalated Tier 3 support tickets involving complex technical issues.
- Track, analyze, and report on support ticket trends and recommend improvements.
- Provide advanced troubleshooting for tools such as Student Opinion Questionnaires and online proctoring solutions.
- Collaborate with part-time faculty online support staff to address support needs effectively.
- Support accessibility and compliance initiatives including ADA, WCAG, and UDL standards.
- Bachelor's degree required with at least two years experience in instructional technology support.
- Proficiency in Canvas LMS administration and technical troubleshooting skills required.
- Salary range is $53,191 to $58,510 annually.
- Department: Instruction within the Center for Interactive Teaching & Learning (CiTL).
Online Support Specialist Full Description
Online Support Specialist
Please see Special Instructions for more details.
Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services.
Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.
Washtenaw Community College is an Equal Opportunity Employer.
Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.
Washtenaw Community College is an Equal Opportunity Employer.
Posting Number: | 0603716
Position Title: | Online Support Specialist
Position is: | Temporary full-time (general fund)
Position Type: | Staff Position (Full Time/Part Time)
Department/Ofc.: | Instruction
Position Description: |
Picture Yourself here!
Why Join WCC?
An inclusive, welcoming environment for our students, faculty & staff Generous Paid Time Off Affordable & Comprehensive Health, Dental, Life & Vision Insurance 4:1 Employer Match for Retirement WCC Tuition paid for you AND your dependents Tuition reimbursement for colleges outside WCCCheck our Total Rewards here
Position Summary:
The Online Support Specialist serves as the primary technical support specialist within the Center for Interactive Teaching & Learning (CiTL), focusing on responding to and resolving support tickets related to Canvas Learning Management System (LMS) and its integrated academic technologies. This position works closely with the part-time Faculty Online Support staff, performing similar duties at a higher level, and assumes responsibility for tracking, resolving, and reporting on complex and recurring issues. The role contributes to a high-quality teaching and learning experience by ensuring the reliability and effectiveness of academic technologies used across all course modalities.
Essential Job Duties and Responsibilities: Respond to Faculty Help tickets and serve as the primary responder to escalated Tier 3 support tickets, addressing complex technical and instructional technology issues related to Canvas LMS and integrated tools. Track, analyze, and report on trends and recurring issues in support tickets, recommending solutions and process improvements. Provide advanced support, configuration assistance, and troubleshooting for Canvas-integrated academic technologies, including Student Opinion Questionnaires (SOQs), online proctoring solutions, and other tools used in online teaching and assessment. Collaborate with part-time Faculty Online Support staff to ensure timely and effective resolution of faculty and student support needs. Assist in monitoring, maintaining, and documenting processes for Canvas and related tools to ensure quality and consistency across courses. Communicate regular updates on support trends, common issues, and opportunities for training or system improvement to the Director of Online Technologies. Provide internal documentation and guidance for faculty and support teams regarding Canvas processes, tool usage, and best practices. Support accessibility and compliance initiatives by reviewing course sites and tools for ADA, WCAG, and Universal Design for Learning (UDL) standards. Participate in semester readiness processes, including preparation and maintenance of online course sites and configurations. Stay current with emerging instructional technology trends, making recommendations for improvements or new tools as appropriate. Participate in team, departmental, and division meetings, and contribute to a collaborative and responsive support environment Perform other duties as assigned.
Minimum Qualifications: | Minimum Required Knowledge, Skills and Abilities:
Bachelor’s degree or higher and at least one (2) years of experience supporting instructional technologies or academic systems, or equivalent combination of education and experience. Proficiency in administering and supporting LMS, preferably Canvas, and their integrated tools. Demonstrated technical troubleshooting skills and ability to resolve complex LMS and integration issues. Experience in helpdesk or customer support, including resolving escalated issues effectively. Availability to work one (1) weekend day per week as part of a standard schedule. Working knowledge of ADA, UDL, and federal compliance requirements related to online learning environments. Strong interpersonal, communication, and active listening skills with a commitment to excellent customer service. Ability to document procedures clearly and train others as needed. Ability to work independently and collaboratively, managing multiple priorities with accuracy and attention to detail. Flexibility to occasionally adjust work hours to meet institutional needs.
Preferred Qualifications: | Additional Preferred Qualifications: Master’s degree in information technology or a related IT field Experience directly supporting higher education faculty with online instructional technology. Familiarity with tools such as Honorlock (or similar online proctoring), SOQs (e.g., Explorance Blue), and other educational technologies. Understanding of higher education teaching and learning practices, particularly in online and hybrid formats. Knowledge of APIs and LTIs, ability to evaluate their impact on LMS performance and user experience. Experience developing and presenting clear, actionable data and reports for college leadership.
Posting Date: | 08/08/2025
Closing Date: | 08/29/2025
Open Until Filled | No
Special Instructions to Applicants: | Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services.
Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.
Washtenaw Community College is an Equal Opportunity Employer.
Salary/Hourly Rate: | $53,191-$58,510
Salary Comments: |
Position Title: | Online Support Specialist
Position is: | Temporary full-time (general fund)
Position Type: | Staff Position (Full Time/Part Time)
Department/Ofc.: | Instruction
Position Description: |
Picture Yourself here!
Why Join WCC?
An inclusive, welcoming environment for our students, faculty & staff Generous Paid Time Off Affordable & Comprehensive Health, Dental, Life & Vision Insurance 4:1 Employer Match for Retirement WCC Tuition paid for you AND your dependents Tuition reimbursement for colleges outside WCCCheck our Total Rewards here
Position Summary:
The Online Support Specialist serves as the primary technical support specialist within the Center for Interactive Teaching & Learning (CiTL), focusing on responding to and resolving support tickets related to Canvas Learning Management System (LMS) and its integrated academic technologies. This position works closely with the part-time Faculty Online Support staff, performing similar duties at a higher level, and assumes responsibility for tracking, resolving, and reporting on complex and recurring issues. The role contributes to a high-quality teaching and learning experience by ensuring the reliability and effectiveness of academic technologies used across all course modalities.
Essential Job Duties and Responsibilities: Respond to Faculty Help tickets and serve as the primary responder to escalated Tier 3 support tickets, addressing complex technical and instructional technology issues related to Canvas LMS and integrated tools. Track, analyze, and report on trends and recurring issues in support tickets, recommending solutions and process improvements. Provide advanced support, configuration assistance, and troubleshooting for Canvas-integrated academic technologies, including Student Opinion Questionnaires (SOQs), online proctoring solutions, and other tools used in online teaching and assessment. Collaborate with part-time Faculty Online Support staff to ensure timely and effective resolution of faculty and student support needs. Assist in monitoring, maintaining, and documenting processes for Canvas and related tools to ensure quality and consistency across courses. Communicate regular updates on support trends, common issues, and opportunities for training or system improvement to the Director of Online Technologies. Provide internal documentation and guidance for faculty and support teams regarding Canvas processes, tool usage, and best practices. Support accessibility and compliance initiatives by reviewing course sites and tools for ADA, WCAG, and Universal Design for Learning (UDL) standards. Participate in semester readiness processes, including preparation and maintenance of online course sites and configurations. Stay current with emerging instructional technology trends, making recommendations for improvements or new tools as appropriate. Participate in team, departmental, and division meetings, and contribute to a collaborative and responsive support environment Perform other duties as assigned.
Minimum Qualifications: | Minimum Required Knowledge, Skills and Abilities:
Bachelor’s degree or higher and at least one (2) years of experience supporting instructional technologies or academic systems, or equivalent combination of education and experience. Proficiency in administering and supporting LMS, preferably Canvas, and their integrated tools. Demonstrated technical troubleshooting skills and ability to resolve complex LMS and integration issues. Experience in helpdesk or customer support, including resolving escalated issues effectively. Availability to work one (1) weekend day per week as part of a standard schedule. Working knowledge of ADA, UDL, and federal compliance requirements related to online learning environments. Strong interpersonal, communication, and active listening skills with a commitment to excellent customer service. Ability to document procedures clearly and train others as needed. Ability to work independently and collaboratively, managing multiple priorities with accuracy and attention to detail. Flexibility to occasionally adjust work hours to meet institutional needs.
Preferred Qualifications: | Additional Preferred Qualifications: Master’s degree in information technology or a related IT field Experience directly supporting higher education faculty with online instructional technology. Familiarity with tools such as Honorlock (or similar online proctoring), SOQs (e.g., Explorance Blue), and other educational technologies. Understanding of higher education teaching and learning practices, particularly in online and hybrid formats. Knowledge of APIs and LTIs, ability to evaluate their impact on LMS performance and user experience. Experience developing and presenting clear, actionable data and reports for college leadership.
Posting Date: | 08/08/2025
Closing Date: | 08/29/2025
Open Until Filled | No
Special Instructions to Applicants: | Our college strives to make a positive difference in people’s lives through accessible and excellent educational programs and services.
Washtenaw Community College seeks to recruit and retain a productive workforce as a reflection of our commitment to serve our community and to build on the success of our students, faculty & staff. Washtenaw Community College is committed to creating a welcoming environment.
Washtenaw Community College is an Equal Opportunity Employer.
Salary/Hourly Rate: | $53,191-$58,510
Salary Comments: |
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Do you have a master’s degree in information technology or a related IT field?
- Yes
- No
- * Do you meet all other minimum qualifications?
- Yes
- No
Required Documents
Required Documents
- Resume
- Cover Letter
Optional Documents
- Certificate
- Letter of Reference 1
- Unofficial Transcripts 1
- Other Documents
Washtenaw Community College does not discriminate on the basis of religion, race, color, national origin, age, sex, height, weight, marital status, disability, veteran status, or any other protected status as provided for and to the extent required by federal and state statutes. Nor does the college discriminate on the basis of sexual orientation, gender identity or gender expression. Click here for Notice of Nondiscrimination and Other Compliance Statements.
Similar Jobs
Customer Service Representative
University of Texas at Arlington
🇺🇸 Arlington, TX
Experiential Learning Specialist
Adtalem Global Education
🇺🇸 Hybrid - Lisle, IL
Desktop Support Consultant
University of South Carolina
🇺🇸 Columbia, SC
Bilingual Membership Specialist, Rosetta Stone (Spanish)
IXL Learning
🇺🇸 Hybrid - San Mateo, CA
Customer Support Specialist
Ascend Learning
🇺🇸 Hybrid - Leawood, KS
