Instructional Designer 1 Columbus State Community College

ESSENTIAL JOB FUNCTIONS

Customer Service

• Delivers exceptional customer service, teamwork, and professionalism in the development/support process in an academic setting. Interacts with faculty and staff in response to inquiries, concerns, and requests regarding online learning courses and issues.
• Ensures course support and development is completed on time and meets standards of quality. Staff work remotely, communicating with faculty and staff through Live Chat, Microsoft Teams, email, and through Microsoft Bookings in a one-to-one setting.
• Responds to requests submitted to an online ticketing system, email, Teams, and phone. Follows consistent procedures in troubleshooting issues and responding to technical support requests. Follows approved-upon departmental processes in accurately recording requests.
• Acts as liaison with other college departments/initiatives that use Blackboard, such as Information Technology, Accessibility and Testing, and College Credit Plus. Works with faculty in partnership with testing services to assist with online proctoring.

Technical Support

• Assists faculty and staff with daily troubleshooting of Blackboard courses and other related products, technology, and software. Gathers information, analyzes symptoms, accurately diagnoses and resolves online course technical issues, and/or redirects problems to appropriate resources. Stays current on elements of online course technologies. Helps faculty with external products integrated with Blackboard as much as possible, i.e., software programs, browsers, operating systems, mobile devices, and instructional technologies such as Zoom, Kaltura, SoftChalk, Turnitin, etc.
• Helps research new Blackboard features. Involved with planning and implementation of major updates and changes in the learning management system and peripheral instructional technologies. Assists in roll-out of new Blackboard features and products to campus community including: product evaluation; faculty training; producing instructional materials for faculty and students (documents, videos); project management; overseeing pilot participation; collaborating with vendors; facilitating promotion; and academic department/faculty committee presentations. Works with the IT department in performing fixes; testing system functionality before and after software upgrades and integrations; and other back-end issues.

Training

• Develops and delivers large and small group workshops on Blackboard and other instructional technologies. Informally consults and coaches faculty and staff on individual course design and Blackboard use. Creates handouts, online videos, and tutorials. Maintains online learning resources and knowledge base. Keeps abreast of developments in online teaching innovations.

Instructional Design

• Collaborates with faculty and staff subject matter experts to help create and maintain high-quality online course content that represent the most current, research-based ideas in a given industry and instructional/curricular strategies. Assists faculty in developing materials, converting existing materials, and presenting materials online according to best practices in instructional design. Provides assistance with videos, audio files, interactive quizzes, eBooks, conversions, and captioning.
• Ensures that Columbus State's vision and mission are reflected in all aspects of the student online experience, i.e. implementing standard course navigation, aesthetics, and online courses elements that are user friendly and designed for optimum student success. Assists with ADA, copyright compliance, and security issues related to Blackboard and other peripheral products. Helps create or find graphics and images for courses.

Culture of Respect

• Fosters and maintains a safe environment of respect and inclusion for faculty, staff, students, and members of the community.

Other duties as required

*Regular, predictable, and punctual attendance is required.