Instructional Technology Support Specialist (Hybrid Opportunity)

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Job Summary

The Instructional Technology Support Specialist is responsible for providing high quality, customer-centered support for instructional technologies, including the campus Learning Management System (LMS) and third-party tools. This role involves troubleshooting teaching and learning technology issues, assisting with the implementation of new technologies, and collaborating across teams to ensure the smooth operation of classroom and online learning environments.

Essential Functions

• Collaborates with faculty and departments to support technology adoption and change management, aligning instructional technology with institutional goals and enhancing instructor engagement.
• Serves as a liaison between faculty and technical teams, translating instructional needs into actionable requirements and advocating for faculty-focused digital solutions.
• Provides direct course support to faculty, assisting with modifications and role-based testing to ensure effective digital tool integration and user experience across various teaching and learning scenarios.
• Provides mentoring, training and functional supervision of junior staff / graduate student employees in coordination with the supervisor, handling complex support escalations as needed.
• Creates and maintains documentation and instructional technology support and training materials, including user guides, knowledge base articles, FAQs, and video tutorials for both internal and external audiences to ensure the effective use technology for learning and teaching.
• Designs and delivers training sessions and workshops to help instructors effectively use instructional technologies.
• Collaborates closely with cross departmental teams to implement technology-enhanced learning experiences and ensure instructional technology initiatives are supported.
• Provides excellent customer service and technical support to instructors and teaching assistants (TA's) via phone, chat, ticketing system, and in person for instructional technologies, including but not limited to learning management systems (LMS), face-to-face and remote teaching technology, lecture capture, media and learning asset creation tools, triage of classroom technology and equipment issues and other educational software and systems as needed; and maintains accurate records of support requests, solutions, and user feedback.
• Helps instructors / TA's leverage technology to prepare instructional content for online, multi-modal, and in-class delivery, including but not limited to converting content to PDF format, creating presentations materials, recording screencasts, editing and delivering video clips, and managing grades in LMS.
• Uses appropriate knowledge bases, relevant research, and available tools to troubleshoot and resolve or escalate instructional technology support requests to appropriate teams.

Other Functions

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Physical Demands / Working Conditions

Typical Office Environment.

Work Schedule

Salary Information

Level 27

PSU Hiring Ranges

Special Instructions to Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage, please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.