ICT & E-Learning Assistant

These roles are critical for driving engagement, compliance, and learning outcomes at scale, making the ICT & E-Learning Assistant a mission critical position within organizations.

Key Duties

• Provide technical support to end-users.
• Install, maintain and upgrade hardware and software.
• Help troubleshoot system errors and issues.
• Create and maintain documentation for IT systems.
• Monitor system performance and report any issues.
• Assist in managing network and server systems.
• Maintain inventory of IT equipment and software licenses.
• Conduct regular backups and disaster recovery planning.
• Collaborate with other IT team members and vendors to resolve issues.
• Publish, update, and QA course modules, quizzes, and resources in the LMS (Canvas/Moodle/Blackboard/Docebo) with proper metadata, due dates, and grading settings.
• Coordinate live and asynchronous learning logistics (Zoom/Teams links, recordings, transcripts, captions) and ensure materials meet accessibility standards (WCAG/Section 508).
• Validate SCORM/xAPI packages from authoring tools (Articulate 360, Rise, Storyline, Captivate); troubleshoot player issues and tracking with the LRS as needed.
• Monitor forums, inboxes, and ticket queues; surface academic or technical issues to instructors and IT with clear documentation and follow-through.
• Track learner progress, attendance, and assessment integrity using LMS analytics; flag at-risk learners and route early alerts per escalation playbooks.
• Maintain version control, change logs, and content audits; ensure links, files, and proctoring settings are accurate before each release cycle.
• Manage ticket triage in service tools (Zendesk, HubSpot, Jira); meet response and resolution SLAs while maintaining accurate case notes.
• Generate weekly reports (enrollment, engagement, completion, CSAT) via native LMS reports or BI tools (Power BI, Tableau); provide insights that inform cohort operations.

Required Skills and Qualifications

• 3+ years supporting e-learning or academic operations within an LMS environment (Canvas, Moodle, Blackboard, Docebo, or similar)
• Diploma in Information Technology
• Hands-on proficiency with LMS administration, basic SIS/CRM workflows (Workday, Banner, Salesforce), and productivity suites (Google Workspace/Microsoft 365).
• Working knowledge of SCORM/xAPI packaging, quiz banks, gradebook configuration, and basic HTML/CSS for content fixes.
• Ability to interpret LMS analytics to prioritize outreach, ticket routing, and scheduling adjustments.
• Clear written communication and structured documentation; capable of producing SOPs, checklists, and step-by-step guides.
• Understanding of FERPA, data privacy, and accessibility practices relevant to digital learning.

Preferred Qualifications

• Degree in Computer Science desired
• Certification or coursework in instructional technology, e-learning design, or LMS administration.
• Experience in troubleshooting, repair, and maintenance of ICT systems
• Background supporting large cohorts in higher-ed, bootcamps, or corporate L&D with defined completion and satisfaction targets.
• Certifications from Microsoft +, Cisco, Cyber Security, Google, AWS, ITIL, and CompTIA is an added Advantage

CRITICAL COMPETENCIES

• Digital Dexterity.
• Communication skills
• Flexibility
• Teamwork
• Problem solving

PERSONAL ATTRIBUTES

• High integrity and ethical conduct
• Confidential
• Self driven and reliable
• Excellent interpersonal skills
• Accountable for results