Instructional Technology Assistant Office of Teaching & Learning

Position Announcement

Are you passionate about technology, education, and helping others succeed? The Office of Teaching & Learning is seeking a customer-focused and tech-savvy Instructional Technology Assistant to join our team.

In this role, you will serve as the first point of contact for faculty, staff, and students seeking assistance with instructional technologies and learning management systems. You'll help troubleshoot technical issues, support course maintenance in Canvas and related educational technologies, monitor support requests, and contribute to the exceptional service that helps UVU instructors create meaningful learning experiences.

This position is ideal for someone who enjoys solving problems, working with people, and learning new technologies in a collaborative and mission-driven environment. You'll gain hands-on experience supporting higher education technology while making a direct impact on teaching and learning across the university.

What You'll Do:

• Provide first-line technical support to faculty, staff, and students.
• Respond to support requests through phone, email, ticketing systems, and in-person interactions.
• Troubleshoot issues related to Canvas and other instructional technologies.
• Assist faculty with course updates and instructional technology tools.
• Monitor escalated support requests and ensure timely resolution.
• Help develop and improve support documentation and knowledge resources.
• Track support trends and contribute to service improvement efforts.

What We're Looking For:

• Strong customer service and communication skills.
• Experience providing technical support or troubleshooting technology.
• Excellent organizational and time-management abilities.
• Interest in educational technology and supporting student and faculty success.

Whether you're building your career in technology, education, or customer support, this role offers a unique opportunity to make a meaningful difference in higher education while gaining valuable professional experience.

Summary of Responsibilities

• Provides first-line support for faculty, staff, and students for the Office of Teaching and Learning through various communication channels, including phone calls, email, in-person interactions, and user-submitted tickets; determines support needs based on established workflows and either resolves issues or routes requests to the appropriate staff. Logs and tracks all support contacts in a shared support system.
• Troubleshoots technology issues and assists faculty with course updates and maintenance of course materials in the learning management system and integrated learning technologies.
• Monitors on-demand support available to users through the university’s learning management system and resolves escalated issues. Provides informational content for gaps in the Instructure support knowledge base guides. Compiles and reports key support indicators.
• Provides general support to the administrative units across the university on LMS-related issues, including assistance with communication processes and resolving routine issues as they arise.
• Executes specific assigned tasks in a timely and professional manner and performs other duties related to the essential functions as assigned.

Qualifications / Licenses / Certifications

Graduation from high school or equivalent and 1 year of experience in technical support and customer service.

Preferred Qualifications:

Graduation from an accredited institution with an associate’s degree in a related field; OR any combination of education and experience totaling 3 years.

Knowledge / Skills / Abilities

• Knowledge of Canvas, MS Teams, and other MS Office applications.

• Experience working in a technical support position.

• Effective organizational, problem-solving, time management, and multitasking skills in a

  busy, front-desk environment.

• Excellent phone and customer service skills with the ability to diffuse/resolve sensitive or

  volatile situations.

• Ability to establish and maintain positive working relationships with people from varied backgrounds and communities.

• Ability to follow oral and written procedures and instructions efficiently with minimum supervision.

• Ability to compose professional communications to students, exam proctors, instructors, and other university professionals.

• Ability to reliably work the designated schedule of Monday through Friday, 12:30 p.m. to 6:00 p.m.

EEO Statement:

UVU employment decisions are made on the basis of an applicant’s qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.