Key Responsibilities and Required Skills for E-Learning Technician

🎯 Role Definition

As an E-Learning Technician, you are the technical cornerstone of our digital learning ecosystem. You will be responsible for the day-to-day administration, maintenance, and support of our Learning Management System (LMS) and associated educational technologies. This role involves a blend of technical troubleshooting, content management, and user support, ensuring that both instructors and learners can navigate our online environment effectively. You will collaborate closely with instructional designers, faculty, and IT teams to implement, test, and maintain high-quality, engaging, and accessible online learning experiences. This is a critical hands-on role for a tech-savvy individual passionate about the intersection of education and technology.

📈 Career Progression

Typical Career Path

Entry Point From:

IT Support Specialist
Help Desk Technician
Media Production Assistant
Junior Graphic Designer

Advancement To:

LMS Administrator
Instructional Technologist
E-Learning Developer / Author
Corporate Trainer

Lateral Moves:

Multimedia Specialist
User Experience (UX) Specialist
Digital Content Manager

Core Responsibilities

Primary Functions

Provide expert tier-1 and tier-2 technical support for the Learning Management System (LMS) and integrated educational technologies, resolving issues for faculty, staff, and learners via ticketing systems, email, and phone.
Manage all aspects of LMS course administration, including creating course shells, managing user enrollments, and configuring course settings and permissions.
Upload, test, and deploy e-learning content, including SCORM/xAPI packages, videos, and other digital assets, ensuring they function correctly across multiple browsers and devices.
Troubleshoot and resolve a wide range of technical issues related to course access, multimedia playback, assessment tools, and overall system functionality.
Assist instructional designers and subject matter experts in the technical development and formatting of online course materials, including interactive modules, assessments, and multimedia components.
Conduct rigorous quality assurance (QA) testing on new and revised online courses to identify and resolve bugs, broken links, accessibility issues, and inconsistencies.
Develop and maintain comprehensive technical documentation, step-by-step user guides, video tutorials, and a knowledge base to support self-service problem-solving.
Administer and provide technical support for integrated third-party tools, such as web conferencing platforms (Zoom, Teams), online proctoring services, and plagiarism detection software.
Perform routine system maintenance tasks, including managing course archives, applying system updates, and overseeing the health of LMS plugins and integrations.
Create, edit, and process multimedia assets for online courses, including recording and editing video and audio, compressing files, and ensuring proper formatting for web delivery.
Ensure all digital learning content and course structures adhere to accessibility standards, including WCAG 2.1 and Section 508 compliance.
Serve as a primary technical liaison with LMS and educational technology vendors, escalating complex issues and tracking them through to resolution.

Secondary Functions

Generate and analyze standard reports on course enrollment, user activity, and system performance to provide data-driven insights for stakeholders.
Provide live technical support during virtual classroom sessions or online events, assisting presenters and attendees with any technical difficulties.
Participate in the evaluation and testing of new educational technologies, software, and tools to assess their potential for enhancing the learning experience.
Collaborate with the IT department on system integrations, such as connecting the LMS with the Student Information System (SIS) or single sign-on (SSO) services.
Assist in training faculty and staff on the effective use of the LMS and other learning technologies through workshops, webinars, and one-on-one consultations.
Manage and organize a digital asset library, ensuring that learning content is version-controlled, archived, and easily retrievable.
Stay current with emerging trends, tools, and best practices in e-learning technology, instructional media, and digital accessibility.
Support content migration projects during LMS upgrades or transitions to new platforms, ensuring data integrity and minimal disruption.

Required Skills & Competencies

Hard Skills (Technical)

LMS Administration: Proficient in administering and supporting major Learning Management Systems such as Canvas, Moodle, Blackboard, D2L Brightspace, or Docebo.
E-Learning Authoring Tools: Experience with Articulate 360 (Storyline, Rise) and/or Adobe Captivate for troubleshooting and minor edits.
Web Technologies: Foundational knowledge of HTML and CSS for formatting content and troubleshooting display issues within the LMS.
Learning Standards: Understanding of e-learning standards, particularly SCORM, xAPI (Tin Can), and LTI.
Multimedia Editing: Competency with video and audio editing software (e.g., Camtasia, Adobe Premiere, Audacity) for basic editing and file compression.
Technical Support Systems: Experience using help desk and ticketing software like Jira, Zendesk, or ServiceNow.
Web Conferencing: Advanced knowledge of supporting and administering platforms like Zoom, Microsoft Teams, or Webex.
Accessibility: Knowledge of WCAG 2.1 and Section 508 guidelines and experience using accessibility checking tools.

Soft Skills

Problem-Solving: Exceptional ability to diagnose, analyze, and resolve complex technical issues in a timely and efficient manner.
Customer Service Orientation: A patient, empathetic, and professional demeanor with a strong commitment to providing outstanding user support.
Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users.
Attention to Detail: Meticulous and thorough, with a keen eye for identifying errors, inconsistencies, and potential issues in course content and system configurations.
Time Management: Strong organizational skills with the ability to prioritize and manage multiple tasks and projects simultaneously in a fast-paced environment.
Adaptability: Ability to quickly learn new technologies and adapt to changing system requirements and user needs.
Collaboration: A proactive team player who works effectively with instructional designers, faculty, IT staff, and other stakeholders.

Education & Experience

Educational Background

Minimum Education:

Associate's Degree or equivalent professional certification and experience in a related field.

Preferred Education:

Bachelor's Degree in a relevant field of study.

Relevant Fields of Study:

Educational Technology
Information Technology
Instructional Design
Communications
Computer Science

Experience Requirements

Typical Experience Range:

2-4 years of professional experience in a role involving technical support, educational technology, or LMS administration.

Preferred:

Direct, hands-on experience as an administrator for a major Learning Management System (e.g., Canvas, Moodle, Blackboard) in a higher education or corporate environment.
Proven experience providing technical support to a diverse user base with varying levels of technical proficiency.
Demonstrable experience working with SCORM packages and troubleshooting common e-learning content issues.