Michigan Virtual is a Lansing-based nonprofit organization dedicated to advancing education through digital learning solutions. They are seeking a Course Support Assistant to maintain high-quality online courses by troubleshooting technical issues, supporting course updates, and ensuring learning tools are ready each term.
Responsibilities
- Monitor, respond to and resolve course technology, content, or assessment issues related to Learning Management System (LMS) tools, replacement of web resources (e.g., hyperlinks or digital media), content deployment, or needs arising from changes to systems settings or design requirements
- Manage communications between both internal and external stakeholders as it relates to course issues and updates
- Maintain and update access to course content resources and tools integrated in Michigan Virtual’s LMS or CMS (e.g., CourseArc, H5P)
- Ensure media accessibility by confirming that video and audio content includes closed captioning and descriptive transcripts, and that all file attachments meet accessibility standards
- Maintain documentation for course maintenance tasks
- Perform quality assurance testing on new or revised courses
- Perform quality assurance testing on Michigan Virtual learning management systems or integrated learning tools
- Leverage AI tools, where appropriate, to enhance efficiency and creativity in daily workflows, while exercising professional judgment to ensure accuracy, ethics, and data privacy
- Support AI-enhanced course improvements by using AI tools to expand quiz item pools, assisting with the development of AI-generated video, audio, and interactive media content
Skills
- Associate's degree or equivalent experience in information technology or customer service
- 1-2 years of demonstrated experience managing/maintaining digital content or systems and/or experience providing customer support
- High degree of competence utilizing technology and online resources
- Identify and troubleshoot web-based application issues
- Strong customer service skills
- Ability to quickly master and support others in using course management systems
- Demonstrate a working knowledge of artificial intelligence (AI) tools and applications relevant to the role, with the ability to use AI appropriately to support productivity, create new value, strengthen human connections, and improve work processes
- Ability to communicate and collaborate with diverse constituencies with varying levels of technical knowledge
- Ability to assess/evaluate the user experience for online courses and content
- Strong attention to detail
- Ability to maintain focus and accuracy while working on tasks for sustained periods of time
- Ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of stakeholders, students, teachers, and staff
- Ability to maintain confidentiality and security of sensitive user data in compliance with legal and organizational privacy requirements
- Commitment to contribute to a safe work environment
- Ability to work a standard forty-hour week either remotely, or in the Michigan Virtual office in Lansing, MI
- Bachelor's degree in Information Technology or Educational Technology
- 2 to 3 years of demonstrated experience managing courses or content in a learning management system, such as Brightspace
- 2 to 3 years of demonstrated experience working with teachers, instructional staffs, or students in relation to troubleshooting technical issues with online courses or digital content
- Experience designing or developing course content
- Familiarity with learning management systems (e.g. Brightspace) and learning / content development tools (e.g. Course Arc and HTML5)
- Familiarity with learning technology standards such as Learning Tools Interoperability (LTI)
- Knowledge of web accessibility guidelines (WCAG 2.1 / 2.2) and the ability to evaluate whether products or content conforms to guidelines at an AA level
Benefits
- Medical, dental, and vision coverage effective on your date of hire
- 403(b) retirement plan with employer match
- 160 hours of vacation and 72 hours of sick leave annually
- Paid professional development
- Flexible scheduling and hybrid work options
- Social events, like holiday outings, picnics, and volunteer opportunities
- A supportive, people-first work environment
Company Overview
Michigan Virtual™, formerly known as Michigan Virtual University® & Michigan Virtual School®, has been working hard to provide a path to the future for students and educators since 1998. It was founded in 1998, and is headquartered in Lansing, Michigan, USA, with a workforce of 51-200 employees. Its website is http://michiganvirtual.org/.
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