job title:Educational Technologies Support Spec (Journey)
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Pierce College
Educational Technologies Support Specialist (IT Customer Support - Journey)
SALARY
$6,831.00 - $8,327.00 Monthly
$81,972.00 - $99,924.00 Annually
LOCATION
9401 Farwest Dr SW, Lakewood, WA
JOB TYPE
Classified Full Time
JOB NUMBER
C2643
DIVISION
Information Technology
OPENING DATE
10/26/2026
CLOSING DATE
11/16/2026 5:00 PM Pacific
The salary range for this position is $81,972.00 - $97,476.00 annually, depending on qualifications, with periodic increments up to $99,924.00 annually.
The Educational Technologies Support Specialist (IT Customer Support - Journey) provides advanced customer support for Canvas and other educational technologies used across the college district. The position supports faculty, staff, and students through consultation, troubleshooting, training, service request fulfillment, and incident response. The position also assists with the testing, configuration, deployment, and ongoing support of educational technology systems and provides backup support for the primary LMS administrator.
The position aligns with the IT Customer Support, Journey classification by independently resolving complex customer issues, analyzing business and user needs, recommending and implementing technology solutions, documenting processes, coordinating with vendors and internal partners, and providing fully competent professional support within a defined educational technology environment.
This position reports to the Director of Information Technology. Regular and consistent attendance is required.
Essential Functions
The Educational Technologies Support Specialist (IT Customer Support - Journey) will be responsible for the following, but not limited to:
Provide advanced customer support for educational technology systems.
Respond to and resolve complex support requests, incidents, and service tickets related to Canvas and other supported educational technologies for faculty, staff, and students through phone, email, walk-in, remote support, and ticketing tools.
Evaluate issue severity, service impact, and urgency; prioritize work to restore service and minimize disruption to instruction and student access.
Troubleshoot user, application, configuration, workflow, browser, and integration issues; identify root causes and implement or recommend effective solutions.
Serve as an escalation point for lower-tier support staff and student-facing help resources for educational technology questions and incidents.
Identify issues requiring vendor involvement, prepare support cases, and coordinate with vendor technical support through resolution.
Recognize recurring issues and patterns, recommend service improvements, and document resolutions, procedures, and knowledge-based content to improve self-service and support consistency.
Deliver customer training, consultation, and adoption support.
Consult with faculty, staff, and other users to identify instructional technology needs and recommend appropriate use of Canvas and related educational technology tools.
Develop and deliver individual and group training, workshops, demonstrations, job aids, and support materials on supported systems, processes, and features.
Assist users with adoption of new and updated functionality by explaining technical concepts in customer-centered language and tailoring support to user skill level and instructional context.
Coordinate with EdTech staff and college partners to communicate system changes, outages, updates, and best practices.
Perform operational support and backup administration for Canvas and related systems.
Support standard maintenance, testing, configuration, and deployment activities for Canvas and related educational technology systems in coordination with the primary LMS administrator.
Create and maintain user accounts, course shells, groups, sub-accounts, enrollments, and permissions according to established procedures and business rules.
Assist with integrations, system setup, batch processes, and routine operational tasks required to keep educational technology systems functioning effectively.
Conduct unit and usability testing for changes, updates, and new tools; document findings and help verify production readiness.
Serve as backup coverage for designated LMS administrative processes during absences, peak periods, or operational needs.
Collaborate on service improvement, implementation, and partner coordination.
Work with internal IT teams, instructional partners, and vendors to implement, support, and improve educational technology services and related workflows.
Participate in planning, testing, rollout, and troubleshooting for new or updated educational technology tools and third-party integrations.
Contribute to procedures, service standards, and best practices that improve operational consistency, customer experience, and efficient use of district resources.
Monitor community discussions, vendor communications, and industry updates relevant to supported systems and share actionable information with the EdTech team.
Qualifications
Education Required
Bachelor’s degree in computer science, information technology, educational technology, or a closely related field from an accredited college or university.
OR
If qualifying through an education equivalency, applicants must meet the following:
Equivalent combination of education and work experience in computer science, information technology, educational technology. Experience used to meet the education equivalency requirement must be in addition to the minimum experience required for the position.
Education to Experience Equivalencies: For this requirement, four (4) years of qualifying work experience is considered equivalent to the required education.
Experience Required
Experience providing customer-facing technical support, consultation, and training for enterprise or academic technology systems.
Experience troubleshooting software applications, account and access issues, and system workflows in a structured support environment.
Experience using ticketing systems, documentation, and knowledge-sharing practices to manage support requests and improve service quality.
Experience supporting a learning management system, such as Canvas, in a college, university, or K–12 environment.
Experience delivering end-user training or workshops on technology tools.
Experience supporting educational technology integrations, testing, and basic systems administration.
Experience working with vendors and cross-functional partners to resolve incidents and implement service improvements.
Special Requirements
After a conditional offer of employment, the successful candidate must consent to and pass a criminal records background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability to perform in this position.
Required Competencies
Customer Service
Delivers responsive, respectful, and solution-oriented support that addresses the needs of faculty, staff, and students.
Communication
Communicates technical information clearly to diverse audiences, documents work accurately, and keeps relevant partners informed of issues, risks, resolutions, and progress.
Collaborates effectively with EdTech, IT, faculty, staff, vendors, and other partners to achieve shared service goals.
Flexibility and Multitasking
Works effectively in a high-volume environment with shifting priorities, interruptions, and varied support needs.
Personal Responsibility
Demonstrates reliability, professionalism, sound judgment, and consistent follow-through.
Interpersonal Skills
Builds trust, works constructively with diverse customers, and contributes to a positive service environment.
Client Management
Anticipates customer needs, identifies risks to service delivery, and supports practical, user-centered solutions.
Application Process
Please submit only the required documents listed below. For your privacy, please remove or redact all Personally Identifiable Information (PII), such as Social Security numbers, from your application materials. Additionally, please do not include photographs or external links in your documents.
Meet the required qualifications as outlined in this announcement.
Online Application: Complete the online application profile and apply for the specific job opening.
Cover Letter: Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement.
Resume: Upload (attach) detailed résumé of all educational and professional experience.
Transcripts: Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education and/or coursework. International transcript must include a foreign transcript evaluation. For a list of approved credential evaluation services, visit National Association of Credential Evaluation Services (NACES).
Please note: Certain positions require specific levels of educational attainment, such as a post-secondary degree, licensure, or certification. In order to evaluate applicant materials to determine if the minimum qualifications are met, information regarding your education and experience should be included in your application materials. Unofficial transcripts are acceptable for the application process; official transcripts are required upon hire.
References: Upload (attach) a list of at least three (3) professional references with names, telephone numbers, and e-mail addresses. One of which must be your current or most recent supervisor. Letters of recommendation will not be accepted.
Supplemental Question: Provide a response to the following question.
Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit your response to a maximum of 500 words.
Terms of Employment
This is a full-time (40 hours per week), classified, overtime-eligible position with Pierce College District. The position is permanent upon successful completion of a six (6) month probationary period.
The primary work location will be at the Pierce College Fort Steilacoom campus. Occasional travel to other Pierce College campuses or sites may occur, and the position may be subject to reassignment between campuses or sites. The regular work schedule is Monday through Friday, between 8:00 a.m. and 5:00 p.m., with occasional evening and weekend work as needed. This position may be eligible for occasional remote work once the incumbent is established in the role depending on the needs of the department. Regular and consistent attendance is required.
Educational Technologies Support Specialist (IT Customer Support - Journey) Supplemental Questionnaire
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QUESTION 1
Briefly describe how you have worked in your previous or current positions to advance equity, diversity, and inclusion in your organizations and how you would do that in this position. Please limit your response to a maximum of 500 words.