"Alerted.org

Specialist II, Learner Technology

The budgeted starting salary for this role is set at $55,000-$58,000.

Position Summary:

The Specialist II, Learner Technology serves as an essential resource for resolving learner technical issues specifically pertaining to the platforms and apps used by Learner Experience Management. Acting as the first point of contact upon learner outreach, the incumbent is responsible for addressing and resolving Tier 1 and 2 technical concerns promptly, thereby ensuring an enhanced learner experience and supporting programmatic outcomes. Additionally, this role includes learner coaching and training in technology as well as the creation of asynchronous learner resources. The Specialist II collaborates with cross-functional teams to implement solutions that drive continuous improvement in the learning experience.

Role and Responsibilities:

+ Responds to learner inquiries via phone, email, and Teams chat, maintaining the highest level of professionalism and care.

+ Provides more in-depth technical troubleshooting and resolutions for complex issues that go beyond Tier 1.

+ Ensures follow up and resolution or escalation of learner technical issues.

+ Identifies patterns in learner concerns and escalates these insights to leadership or relevant teams.

+ Contributes to strategic decision-making for system improvements based on recurring issues.

+ Assists with the resolution of concerns raised in learner satisfaction surveys.

+ Collaborates with the teams in Learner Experience Management to determine and create technology resources that support the instructional program, coaching opportunities and the academic success of the learners.

+ Creates and maintains resources in the Technology Center.

+ Updates, creates and deletes resources as requested by collaborators corresponding to their functions.

+ Maintains a broad and advanced knowledge of all College services. Work closely with various functions to perform seamless soft transfers and provide additional assistance to ensure learners' needs are fully met.

+ Maintains a high level of proficiency in the platforms, software and apps used by Learner Experience Management to identify gaps or opportunities for growth and optimization of those tools.

+ Maintains data and completes reporting as assigned.

+ Participates in regular functional, team, college and organizational meetings as scheduled.

+ Actively participates in the successful implementation of functional and technical projects.

+ Serves as a resource for special initiatives, ensuring the learner perspective is considered in project planning and execution.

Qualifications and Education Requirements:

+ Bachelor's Degree in Information Technology or equivalent degree, certificate, or equivalent experience is required.

+ Competency in web-based communication, online databases and platforms, as well as Microsoft software systems and tools, is required.

+ Prior experience with help-desk ticketing is strongly preferred.

+ Demonstrated experience creating asynchronous coaching materials is preferred.

+ Demonstrated experience or coursework in web design is preferred.

All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will pay for travel and lodging accommodations.

Nightingale's commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale College is an equal opportunity employer.

Our Mission (not just words on the wall, we live it, love it, and daily contribute to it): With the primary focus on higher learning in healthcare professions, Nightingale College contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.

At Nightingale College, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale College helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated over 3,400 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.

The professional and personal development of our learners and our collaborators is our company's foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We're so happy that you've found us!

Employment is contingent upon successful completion of a background check and drug screen.