Professional eLearning Assistant

Who We Are:

National Louis is a 135+ year old university that has been grounded in the values of innovation, access, excellence, and equity from its inception. As an institution we believe in providing access to educational opportunity and that education is our greatest lever for social and economic mobility. We are a student-focused community that is committed to continuous improvement and asks how do we become more "student ready" so that we may better serve our students. We believe that through education we are able to empower change and build healthy communities. Our community works hard in the service of students and supports one another like a family.

What We Offer:

At National Louis University we offer our employees an innovative environment to work together and inspire the ideas that will make an impact. As our external environment changes, our employees are provided the opportunities and tools needed to grow both personally and professionally to remain successful. NLU employees and dependents are offered a wide range of benefits, including but not limited to, Health Insurance benefits, Retirement benefits, Paid Time Off and Educational Benefits.

Job Summary:

The Professional eLearning Assistant will provide technical support and customer service for participants of the Center for Early Childhood Leadership's online professional development initiatives, maintain all online professional development clock hours for Illinois participants, assist with ongoing LMS module set up and enrollments, and provide ongoing support for annual technology trainings. In addition, the Professional eLearning Assistant will provide overall operational support to the Operations team within the McCormick Institute.

Customer Service

Provide an exceptional customer service experience via phone and email to participants and facilitate an easy transition within the McCormick Center Learning Management System (LMS) from profile setup to completion.
• Coordinate and/or attend Cohort Zoom Rooms or Cohort Kick-off sessions to provide LMS technology support to participants.
• Resolve participant's technical issues or refer program/content questions and cohort needs to the appropriate program team lead, as needed.
• Recommend process/procedure changes or updates to best meet participant needs and provide backup and support to the Professional eLearning Associates' eLearning participant responsibilities.

Support Overall Institute Operations

Other duties as assigned to support the overall operations of the Institute including but not limited to:

• Support for the CRM
• Marketing activities as assigned
• Support website upkeep as assigned
• Administrative/clerical finance duties as assigned
• Provide additional "back-up" support to other technology team members
• Support the Annual Leadership Connections Conference and other Institute events

LMS Logistical Support

• Process all new LMS user requests.
• Assign all newly enrolled participants to the appropriate student node, and assign a scorer.
• Assist the LMS Manager with LMS system set up for each new (or newly versioned) eLearning module, package, and/or cohort.
• Assist with the coordination and development of LMS HelpDesk resources, including creating how-to videos, job aids, and resources.
• Create and set up all automated Notifications within the LMS to support all courses and cohorts.
• Work with the LMS Manager to determine and set up appropriate access for each program team member who will need access to the LMS, assist with initial training, and provide ongoing support to all team members.

Data Collection and Reporting

• Create and clean monthly reports of all eLearning course PD hours for Illinois residence.
• Report and enter data monthly into all state registries.
• Collate and generate other reports as needed.
• Enter other data collection batches as required or directed.
• Run cohort progress reports as directed by the Program Managers; run monthly scorer report.
• Participate in weekly team meetings to stay current with evolving LMS changes and updates, and other duties as assigned.

Associate Degree in Instructional Design, Educational Technology or related field

One-three (1-3) years Microsoft Office Applications required

One-three (1-3) years Customer Service in both written and verbal communications with participants

One-three (1-3) years data management experience

One-three (1-3) years proficiency using zoom

Fluent in Spanish language is a plus

Technical Proficiency: Understanding of operating systems (Windows, macOS, Linux) and basic troubleshooting; familiarity with common software applications (e.g., Microsoft Office, email clients, remote desktop tools); understanding of operating systems (Windows, macOS, Linux) and basic troubleshooting.

Customer Service Skills: Clear, concise, and polite communication, both written and verbal, to explain technical issues to non-technical users; understanding and responding to user concerns with patience and a customer-focused attitude; ability to handle difficult or frustrated customers with professionalism and calmness.

Problem Solving-Skills: Ability to assess a problem, identify the root cause, and find effective solutions; expertise in systematically diagnosing and resolving issues, often using remote access tools; capable of handling unexpected issues or new challenges with resourcefulness.

Working environment/Physical Demands/Travel Requirements:

Occasional travel to other campuses. For the first 6 months would work onsite. Hybrid work schedule as approved by Director after 6 months. Would prefer Chicago or Wheeling campus.

NLU Inclusion Statement:

National Louis University is deeply committed to serving its community, advancing access and equity, and ensuring that all individuals are welcomed and valued. We are dedicated to fostering a culture where diversity, equity, and inclusion remain at the core of who we are. These are more than just words to us: they are truly a way of life for the NLU community. We recognize that differences in abilities, age, ethnicity, gender (identity and expression), race, religion, sexual orientation, socio-economic status, and background bring richness to our work environment. We affirm diverse perspectives, innovative contributions, and authentic presentations of self from every member within the NLU community. We believe inclusion is grounded in the actions we intentionally take each day. Our goal is to inspire and empower NLU employees and community members to cultivate an environment where we collectively focus on uplifting and advancing our institutional culture.