Job Description

LMS Subject Matter Expert & Support Specialist

Position Summary: The LMS Subject Matter Expert acts as the front-line champion and operational hub for our Moodle learning environment. This hybrid role balances technical LMS support, faculty training, and administrative operations. You will be the primary point of contact for daily helpdesk operations, ensuring instructors and learners experience a seamless digital environment. Additionally, this role supports the Lead Moodle Site Manager with GUI-side administrative tasks, handles month-to-month course setups utilizing templates, and aids in tracking departmental equipment.

Core Responsibilities:

• Helpdesk & Technical Support. Independently manage, troubleshoot, and resolve the daily LMS support desk queue (approximately 60–80 tickets per month), providing timely and empathetic assistance to faculty, staff, and learners.
• Faculty Training & Onboarding. Deliver onboarding sessions and ongoing training for new and existing faculty, empowering them to effectively use the Moodle LMS and other organization training tools.
• Course Creation & Management. Execute month-to-month course setups by cloning, configuring, and updating course shells based on established institutional templates and standards.
• Site Management Assistance. Support the Lead Site Manager with GUI-side administrative actions, including user provisioning, class management, role assignments, and basic course and system configurations as needed.
• E-Learning Content Maintenance. Collaborate directly with faculty to review, update, and republish interactive course modules authored in Articulate 360 (Storyline and Rise), ensuring seamless SCORM integration and tracking within Moodle.
• Equipment & Asset Tracking. Maintain and manage the department's equipment inventory, ensuring hardware/assets are accurately tracked, checked out, and accounted for.
• Documentation. Maintains clear, user-friendly Standard Operating Procedures (SOPs), how-to guides, and knowledge-based articles for common Moodle workflows.

Required Skills and Experience:

• Direct Moodle Experience: Hands-on experience working within Moodle as an administrator, support technician, or advanced instructor/course builder.
• Helpdesk & Ticketing Proficiency: Proven experience managing user support requests through a ticketing system with a focus on SLA adherence and customer satisfaction. (Army Enterprise Service Management Platform/ServiceNow experience highly preferred).
• Training & Facilitation: Experience mentoring, onboarding, or training adult learners or faculty members on software applications.
• Operational Organization: Experience managing physical or digital assets (inventory tracking) and juggling multiple administrative workflows simultaneously.
• E-Learning Familiarity: A solid understanding of basic e-learning concepts (SCORM, LTI tools, gradebook configurations) and how to troubleshoot them from the user's perspective.
• Education: Bachelor's degree in education, IT, communications, or a related field (equivalent professional support/LMS experience will be considered).

Key Attributes

• Empathetic & Patient Educator: Possesses a "customer-first" mindset with the patience to guide non-technical faculty through complex LMS processes without relying on heavy IT jargon.
• Highly Organized Triage Expert: Capable of calmly prioritizing a busy helpdesk queue alongside ongoing projects (like course setup and inventory management) without letting details slip.
• Proactive Collaborator: A strong team player who knows when to resolve an issue independently and exactly when to escalate complex technical bugs to the Lead Site Manager.

STOPSO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.