LMS Helpdesk Coordinator - Remote

About ACI Learning

Join some of the world's most passionate technical trainers, data-defenders, and cyber thought leaders.

We train the world's experts in audit, cyber, and IT. The world's most trusted organizations trust us to train their practitioners and leaders. We offer training experiences designed to help professionals protect data, anticipate risk, and defend business-critical systems. It's all we do.

About the Role

The LMS Helpdesk Coordinator will work closely with and report to the LMS Support Manager and LMS Administrator to support customers through exceptional customer service. The LMS Coordinator is responsible for providing LMS support for Instructors, students, and staff. Keeping ongoing operations of the LMS stable, providing the organization with a consistent, well-built LMS that increases the quality of customer service, reduces the rate of learner attrition, while increasing the service level for all stakeholders.

Position reports to the LMS Support Manager

Responsibilities

• Assist students with LMS support
• Assist with technical issues
• Assist with daily maintenance of LMS
• Assist with daily support per LMS for faculty/staff/students

Typical duties include but are not limited to:

• Supporting learners and staff with quality communication pertaining to the proper functioning of the LMS and its content
• Acting as the liaison between users and technical support
• Recognizing and resolving issues that appear in course design/configuration
• Acting quickly to resolve bugs and unexpected errors
• Assist LMS admin with daily monitoring
• Assisting in the process of review/creation
• Acting as the courseware administrator on third party courseware vendor platforms
• Supporting instructors/Staff with LMS functions

Qualifications

Education:

• High School diploma required
• Associates Degree, Certifications in the field of IT or equivalent experience preferred
• Relevant industry experience with tier 1 customer support

Skills & Experience:

• Exceptional Customer Service
• Professionalism
• Experience in basic IT-related problem solving
• Experience establishing connection between the technical support and end user
• Troubleshooting experience
• Able to perform a large number of activities and tasks in a timely fashion
• Organizational skills using applications such as Adobe, Google and Excel spreadsheets.
• Satisfactory technical and business communication skills, professional email/phone etiquette
• Eager to learn, with an eye for details
• Excited to work on a given task over and over until an impeccable solution is in place
• Works well in team/collaborative environment
• Product/Process Improvement experience
• Curriculum development and course creation skills

Benefits of Working at ACI Learning

• Medical, dental, and vision insurance – eligible 1st of the month after date of hire.
• Four weeks paid parental leave or medical leave.
• Flexible PTO policy, sick time, and eight paid Holidays.
• 401(k) retirement plan, 100% immediate vesting and up to 5% matching contributions.
• One free company class per year after 90 days of employment.
• Tuition assistance.
• Schedule: Monday - Friday 1:30-10p MT
• Salary: $18/hr

We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.

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