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IT/LMS Customer Support

Takoma Park, Maryland
Washington Adventist University
Job Description
Title: Junior ERP/LMS Specialist

Job Title:              Junior ERP / LMS Specialist
Department:         Information Technology Systems
Reports To:           Sr. Programmer
FLSA Status:         Exempt

Washington Adventist University (WAU) is a Christ-centered institution of higher education
that supports a culture of excellence where all feel valued. Nestled in a desirable residential
community in Takoma Park, Maryland, WAU offers its faculty and staff an environment where
professional expertise is valued, and lasting connections between co-workers are formed as
we work together to ensure the success of our students.  Regardless of the title, every
employee supports WAU’s vision of producing graduates who bring moral leadership and
competence to their communities.
The IT/LMS Customer Support Technician is a customer-facing role responsible for providing IT technical assistance and support with the use of our Learning Management System (LMS). This individual will be responding to customer inquiries, troubleshooting technical issues, and providing resolutions to end users over the phone or in-person. They will work collaboratively with the ITS Director and team specialists, maintain customer relationships, solve problems, and escalate queries when necessary. We are seeking a motivated and customer service-oriented person to provide exceptional support to our faculty, staff and students.
  • First point of contact for the IT department supporting employees in a welcoming, helpful, and courteous manner.

  • Answer, evaluate, and prioritize incoming helpdesk tickets, phone, voice mail, email, and in-person requests for assistance from employees experiencing problems.

  • Troubleshoot technical issues related to the LMS and other IT products/services.

  • Interview employees to collect and document information and maintain accurate records of customer service requests and interactions.

  • Assist employees in understanding the product/service, which includes training users in general IT equipment and offering guidance logging into IT/LMS systems.

  • Work with other departments to ensure employee satisfaction by resolving complaints in a timely manner.

  • Follow up with employees on open tickets after a resolution is provided and monitor employees feedback to identify areas of improvement.

  • Performs other duties as assigned.
  • High school diploma and some higher education
  • Minimum 1 year of experience in a customer service role
  • Working knowledge of office productivity tools such as MS Office Suite
  • Familiarity with Learning Management Systems (LMS)
  • Excellent written and verbal communication skills
  • Maintains and keeps confidentiality per HIPAA and FERPA regulations
  • Associates Degree or higher in Computer Science/Information Systems or equivalent
  • 0-2+ years of Help Desk/Call Center experience
  • A+ Certification or higher
  • 1+ year experience with Learning Management Systems (LMS)
Title VII Exception Notice
Washington Adventist University is a religiously qualified Equal Opportunity Employer under
Title VII of the Civil Rights Act.  As such the University has the legal right to prefer a member
of the Seventh-day Adventist  Church in its hiring process. If a qualified SDA
candidate is not identified, the University will give the opportunity to candidates who must
understand and respect the mission, purpose, and identity of Washington Adventist
University as a condition of their employment.34 CRF (and subsections), insofar as they
conflict with the Seventh-day Adventist teaching and practices.

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