Reports To: Course Support Manager
Department/Team: Learning Services
Supervisory Responsibilities: None
FLSA Status: Non-Exempt
Location: Hybrid: Combination of work in Lansing Office, Lansing, MI and Remotely
Posting Salary Range: $19.00 - $22.00 per hour
Are you a detail-oriented problem solver with experience managing digital content? We are seeking a Course Support Assistant to help maintain high-quality online courses by troubleshooting technical issues, supporting course updates, and ensuring learning tools are ready each term. Your work will directly support educators and students across our virtual learning community.
POSITION SUMMARY:
The Course Support Assistant is responsible for the upkeep and maintenance of courses offered through Michigan Virtual’s Student and Professional Learning Portals. This position is responsible for monitoring and resolving technical issues in courses by responding to, updating, and resolving support tickets submitted via internal ticketing system(s) for issues related to content and assessments within Michigan Virtual courses. Additionally, the Course Support Assistant will support and maintain a variety of online learning tools and resources used across Michigan Virtual’s catalog of courses, performing functions such as setting up digital learning tools for use each academic term and providing users access. This position will actively communicate with both internal and external customers related to the maintenance and upkeep of courses in order to keep all interested parties involved and informed throughout the process. This position will work with the Curriculum Team on cyclical course improvement projects by executing updates and conducting course audits and testing, as well as reviewing and setting up newly adopted vendor courses to ready them for launch.
About Michigan Virtual:
Michigan Virtual is a Lansing-based nonprofit 501(c)(3) organization dedicated to advancing education through research, innovation, policy, and digital learning solutions.
Our mission is to maximize learning and teaching by bringing together the best in people and technology.
Our vision is to be Michigan's leader in innovation in education.
We serve over 300 full- and part-time employees who are passionate about making a difference for students, educators, and families across Michigan.
Our Culture:
- We believe in a culture of caring. At Michigan Virtual, every team member is welcomed, heard, and valued.
- Our monthly Culture Committee creates opportunities for connection, reviews staff feedback, and champions a positive workplace.
- We emphasize professional growth and continuous learning for all of our employees.
- Our highly collaborative workplace fosters opportunities to use your unique skills, abilities and perspectives in service of our partners and constituents.
Strategic Focus:
Our strategic plan guides us through 2030 as we help shape a more flexible and equitable K–12 education system in Michigan. To learn more, visit: https://michiganvirtual.org/about/strategic-plan/
What we offer:
- Competitive pay
- Medical, dental, and vision coverage effective on your date of hire
- 403(b) retirement plan with employer match
- 160 hours of vacation and 72 hours of sick leave annually
- Paid professional development
- Flexible scheduling and hybrid work options
- Social events, like holiday outings, picnics, and volunteer opportunities
- A supportive, people-first work environment
Work That Makes a Difference. Culture That Makes It Possible.
What to expect after you apply: Apply now and help us build the future of education in Michigan! A member of our Human Resources team will review applications materials throughout the posting. Yes, all submissions are reviewed by a real person! If you are selected to move forward in the process, we will reach out with details. If you are not moved forward, we will let you know that, as well. We will start this process after the posting closes in mid-November.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
- Monitor, respond to and resolve course technology, content, or assessment issues related to Learning Management System (LMS) tools, replacement of web resources (e.g., hyperlinks or digital media), content deployment, or needs arising from changes to systems settings or design requirements.
- Manage communications between both internal and external stakeholders as it relates to course issues and updates.
- Maintain and update access to course content resources and tools integrated in Michigan Virtual’s LMS or CMS (e.g., CourseArc, H5P).
- Ensure media accessibility by confirming that video and audio content includes closed captioning and descriptive transcripts, and that all file attachments meet accessibility standards.
- Maintain documentation for course maintenance tasks.
- Perform quality assurance testing on new or revised courses.
- Perform quality assurance testing on Michigan Virtual learning management systems or integrated learning tools.
- Leverage AI tools, where appropriate, to enhance efficiency and creativity in daily workflows, while exercising professional judgment to ensure accuracy, ethics, and data privacy.
OTHER DUTIES & TASKS:
- Support AI-enhanced course improvements by using AI tools to expand quiz item pools, assisting with the development of AI-generated video, audio, and interactive media content.
REQUIRED EDUCATION, CERTIFICATIONS, & LICENSURES (minimum requirements):
- Associate’s degree or equivalent experience in information technology or customer service.
REQUIRED EXPERIENCE (minimum requirements):
- 1-2 years of demonstrated experience managing/maintaining digital content or systems and/or experience providing customer support.
DESIRED EDUCATION and/or EXPERIENCE:
- Bachelor’s degree in Information Technology or Educational Technology or equivalent combination of education and experience.
- 2 to 3 years of demonstrated experience managing courses or content in a learning management system, such as Brightspace.
- 2 to 3 years of demonstrated experience working with teachers, instructional staffs, or students in relation to troubleshooting technical issues with online courses or digital content.
- Experience designing or developing course content.
REQUIRED KNOWLEDGE, SKILLS, & ABILITIES (minimum requirements):
- High degree of competence utilizing technology and online resources.
- Identify and troubleshoot web-based application issues.
- Strong customer service skills.
- Ability to quickly master and support others in using course management systems.
- Demonstrate a working knowledge of artificial intelligence (AI) tools and applications relevant to the role, with the ability to use AI appropriately to support productivity, create new value, strengthen human connections, and improve work processes.
- Ability to communicate and collaborate with diverse constituencies with varying levels of technical knowledge.
- Ability to assess/evaluate the user experience for online courses and content.
- Strong attention to detail.
- Ability to maintain focus and accuracy while working on tasks for sustained periods of time.
- Ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of stakeholders, students, teachers, and staff.
- Ability to maintain confidentiality and security of sensitive user data in compliance with legal and organizational privacy requirements.
- Commitment to contribute to a safe work environment.
- Ability to work a standard forty-hour week either remotely, or in the Michigan Virtual office in Lansing, MI.
DESIRED KNOWLEDGE, SKILLS, & ABILITIES:
- Familiarity with learning management systems (e.g. Brightspace) and learning / content development tools (e.g. Course Arc and HTML5)
- Familiarity with learning technology standards such as Learning Tools Interoperability (LTI).
- Knowledge of web accessibility guidelines (WCAG 2.1 / 2.2) and the ability to evaluate whether products or content conforms to guidelines at an AA level.
WORK ENVIRONMENT and/or PHYSICAL DEMANDS:
- As a non-profit organization that receives funding from the State of Michigan, we give preference to residents of Michigan in hiring decisions.
- Open office environment with occasional distractions.
- This role primarily involves working at a computer, participating in virtual and in-person meetings, and communicating with team members and external parties.
- Employees may need to remain in a stationary position for extended periods and use standard office equipment.
- Noise levels are generally low to moderate.
Michigan Virtual is committed to creating an inclusive and accessible workplace. We will provide reasonable accommodation for qualified individuals with disabilities to perform the essential functions of the job. If you need reasonable accommodation or support to succeed in this role, please contact your manager or Human Resources to discuss your needs.