Help Desk Specialist

Instructional Support Specialist/Help Desk (IOTIS)

Position: Instructional Support Specialist/Help Desk (IOTIS)

Location: Athens Campus

Department: Athens Technical College's Institute for Online Training and Instructional Systems (IOTIS)

Reports to: IOTIS Project Director

Salary/Benefits: Salary is commensurate with education and experience. State of Georgia benefits package.

Deadline to Apply: October 1, 2025, at 4:00 p.m.

Responsibilities:

• Perform a variety of administrative and technical support functions that support web-based instruction projects such as creating, testing and troubleshooting online content, quizzes, learning management system (LMS) settings and reporting for Georgia Department of Human Services (DHS) workers and partners.
• Conduct semimonthly, multiday new worker orientation courses via Microsoft Teams for Georgia Division of Child Support Services (DCSS).
• Work with DCSS subject matter experts and identify target audience's training needs; create engaging e-learning course content including instructional graphics, exercises, and activities that enhance the learning process; create support material/media (audio, video, simulations, role plays, games, etc.); and maintain project documentation.
• Answer help desk questions by phone, LiveChat and email.
• Refer calls to other personnel.
• Assist in quality control for online training courses.
• Assist with data entry and reporting for any systems used by IOTIS.
• Perform other duties as assigned.

Minimum Qualifications:

• Bachelor's Degree in Instructional Technology, Communications, Business, or a related field.
• Ability to master Georgia DCSS training materials and effectively communicate same to DCSS online students.
• Strong computer/technical skills and proficiency in Microsoft Office.
• Customer service/communications experience, strong interpersonal skills, and a clear, friendly telephone voice.
• A quick learner, highly organized, and have a demonstrated ability to meet established deadlines.

Note: Experience may substitute for the degree on a year-for-year basis.

Preferred Qualifications:

• Expertise in the use of a learning management system with emphasis on reporting and analysis.
• Experience with either Totara or Moodle LMS.
• Georgia DCSS experience.
• Teacher or trainer experience.
• Knowledge of instructional design principles and proficiency with instructional design tools.
• Knowledge of accessibility guidelines for web-based learning.

**IOTIS is contract funded by the Georgia Department of Human Services with potential for renewal.**

Submit your cover letter, resume/vita, three (3) professional references, and unofficial transcripts. Incomplete applications will not be considered.

NOTE: Official transcripts will be required upon an offer of employment. Official copies of transcripts may be sent directly to: Athens Technical College, Attn: Human Resources, 800 U.S. Highway 29 N, Athens, GA 30601 or send electronically to hr@athenstech.edu.

Employment is contingent based upon successful completion of appropriate background checks.

Athens Technical College is an equal opportunity employer. All employment processes and decisions, including but not limited to hiring, promotion, and tenure shall be free of ideological tests, affirmations, and oaths, including diversity statements. The basis and determining factor for such decisions should be that the individual possesses the requisite knowledge, skills, and abilities associated with the role, and is believed to have the ability to successfully perform the essential functions, responsibilities, and duties associated with the position for which the person is being considered. At the core of any such decision is ensuring the institution's ability to achieve its mission and strategic priorities in support of student success.

The following individuals have been designated to coordinate the college's implementation of nondiscrimination policies: Susan Fyffe, Director of Student Support Services, Section 504 and the Americans with Disabilities Act (ADA) Coordinator, Office K-614A, 706/355-5081, sfyffe@athenstech.edu; Courtney Mattox, Director of Human Resources; Title VI, Title VII, Title IX Coordinator (Employees), Office K-514, cmattox@athenstech.edu, 706/583-2818; and Lenzy Reid, Vice President of Student Affairs, Title IX (Students) Office H-774, 706/355-5029, lreid@athenstech.edu, 800 U.S. Highway 29 North, Athens, GA 30601.

Full Benefits