LAREDO TECHNICAL SERVICES, INC. (LTSi) is a government contracting company in San Antonio, Texas. LTSi is currently submitting a proposal on a contract with the Federal Government for one (1) individual that would be interested in a position as a Collaborative Learning Environment (CLE) Assistant for the 711th Human Performance Wing (711 HPW) at Wright-Patterson AFB, Ohio, should LTSi win the contract.

You would be a W-2 employee for LTSi and NOT a government employee.

Please submit your resume and complete the LTSi application at www.laredotechnical.com/jobseekers.

The contract is scheduled to run for 4 (four) years.

Position Description

Title: Collaborative Learning Environment (CLE) Assistant

Location: 711th HPW USAFSAM, 2510 Fifth Street, Building 840, Area B, Wright-Patterson AFB, OH 45433-7913

Job Summary: The purpose of this contract is to provide a full range of Collaborative Learning Environment (CLE) support services to approximately 4500 students and 1,000 instructors across approximately 750 unique academic, athletic, and military courses to include Help Desk or first level/ hands-on support. The contractor shall provide program management and technical expertise to the USAFSAM Department of Education (USAFSAM/ED) CLE. The CLE includes the Learning Management System (LMS) and the Student Information System (SIS), Academic Delivery Division (EDE), Academic Development Branch (EDM/ Academic Management (EDMM). USAFSAM/ED directs daily academic operations for USAFSAM and establishes student training policies. USAFSAM/EDED is responsible for the development and management of all course materials and curriculum development processes to include multimedia development. USAFSAM/EDMM is responsible for student management.

Period of Performance: The anticipated start date is September 30, 2022. The contract end date is currently September 29, 2026, unless terminated or extended by the government.

Work hours are Monday through Friday 0730 1630 excluding federal holidays. However, there may be times when it is necessary for the contractor to work after duty hours in support of specific tasks. Although schedule may have to be flexible, it will not exceed 40 hours per week. Alternative duty locations and times may be authorized to best meet the mission. Telework is authorized. Schedule to be determined by contract representative.

Personnel Qualifications:

Mandatory Qualifications:

• The contractor shall have at least 2 years of experience managing courses and administering the Blackboard Learning Management System

• Awarded a degree (Bachelors or higher) from an accredited college or university OR three verifiable years of relevant Learning Management System Administration experience.

• The contractor employee shall be professional, detail oriented, possess excellent communication skills, and speak English fluently.

• The contractor employee shall have the ability to thrive in a team environment, yet be able to complete assigned tasks independently or with minimal guidance from team leads.

• The contractor employees shall possess: organizational skills, ability to achieve set goals; initiative in performing assigned tasks; ability to follow-up complex projects with influence, and integrity; and ability to interact professionally with all levels of personnel within and outside of the organization.

Highly Desired Qualifications:

• The contractor employee shall have prior work experience in a Governmental environment.

• The contractor shall have Blackboard Certification

Primary Responsibilities:

Must assist in all tasks listed below as assigned by the Collaborative Learning Environment (CLE) Administrator.

The contractor employee responsibilities shall provide End User Services:

• Create Customer Accounts.
• Respond to eHelpDesk and service call requests.
• Provide end user services.
• Single point of contact for all incident and service requests for end users.
• Mobile Device compatibility support.
• Communication and Email Support.
• User training and reoccurring training quarterly.

Contractor shall provide infrastructure support:

• Blackboard Application Administration to include Blackboard Learn/ Ultra, Genius SIS Blackboard Collaborate, Blackboard Outcomes and Assessment Module, and SAAS.
• Support integration of Blackboard with commercially-available, compatible Learning Tools and building blocks. These Learning Tools currently include Vbrick, QuestionMark, WebAssign, McGraw Hill, Cengage, Pearson, ALEKS, SirSI, and WebWork.
• Database administration and support.
• Incident response.
• Course Backups and Restores Note: Contractor will be expected to provide System-level backups and restores.
• Recurring data exchange with current (Genius) and future Student Information Systems.
• Recommend process changes to achieve institutional objectives.

The contractor shall support additional uses of the LMS to include:

• Attendance tracking and reporting across departments.
• Course evaluations and reporting across departments.
• Student feedback and comments across departments.
• Use for collaboration by Departments, Faculty and Student Groups.

The Contractor shall assist course directors, program managers, and instructors to configure the Blackboard Outcomes and Assessments module. The Contractor shall assist course directors, instructors, and program managers to:

• Align course design with educational outcomes.
• Leverage other features of Blackboard to reach institutional, department, and coursespecific goals.
• Work with course directors to design course content and structure.

The Contractor shall provide integration support of Blackboard data with USAFSAMs Student Information System (SIS) and related IT functions. This will include:

• Support integration/data exchange of Blackboard with current-developed SIS.
• Support current manual processes using flat file Comma Separated Value (CSV) exports/imports.
• Support future, automated integration through open standard interfaces.
• Support simultaneous data exchange with USAFSAMs current SIS.
• Support current course structure which includes course divisions by section, instructor, and term.
• Work with SIS team members supporting external systems.
• Participate in ad-hoc technical exchange meetings and data sharing with other IT organizations including as needed.

Onsite support will be provided during regular operating hours at USAFSAM (normally M-F 0730-1630 hrs.) and mission-critical events.

The Contractor shall utilize the helpdesk function and provide initial support for customer issues.

• The contractor shall gather and collect customer data to determine the resolution by analyzing the symptoms while attempting to determine the fundamental problem.
• The contractor shall collect information such as user and computer system name, screen name or report name, error or warning message displayed on the screen, browser used, screen shots, any data used by the end user or any sequence of steps used by the end user, etc.
• The contractor shall troubleshoot issues such as resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around LMS application menus.
• The contractor shall document all customer contacts in government-provided trouble ticketing system.

The contractor shall provide Advanced Application and Hands On Support

• The contractor shall provide hands on support as needed and system malfunction resolution.
• The contractor shall remedy software anomalies, and perform diagnostic testing.
• The contractor shall research and provide solutions to LMS System Failure, e.g., during occasions when users are unable to login, access content, and add content.

The Contractor shall document all customer contacts in government-provided trouble ticketing system.

Customer Service: The contractor shall provide planning, installation, training, troubleshooting, and maintenance of LMS tools to staff to ensure effective use of USAFSAMs Blackboard Learning Management Systems and Student Information System.

• The contractor shall Resolve customers LMS/SIS username and password problems, uninstall/reinstall basic software applications, verify proper hardware and software set up, and assist users in navigating LMS/SIS application menus as reported daily in government provided HelpDesk, email and phone calls.
• The contractor shall develop templates and shells with a common appearance in collaboration with USAFSAM staff across the Blackboard application. Set up of course templates and support to instructor upload of course content.
• The contractor shall Work in conjunction with support staff to ensure student information, such as grades, outcomes, courses, enrollments, groups, portfolios, and other information is kept in sync.

Application Administration:

• The contractor shall Log all help desk tickets and requests to the Government provided help desk.
• The contractor shall Integrate Blackboard with commercially-available, compatible Learning Tools and Building Blocks.
• The contractor shall create and use master courses within Genius to populate new course sections.
• The contractor shall participate in collaborative team meetings to maximize LMS capabilities as part of the Student Information System (SIS).

Documentation: The contractor shall provide administration, documentation, tracking, reporting and delivery of USAFSAM Learning Management Systems.

The contractor shall maintain a faculty and student FAQ items list and ensure LMS changes are reflected and published on the FAQs as questions and procedural changes occur. Update at least bi-monthly.

Training: The contractor shall train USAFSAM users on the Blackboard Learning Management Systems for system usage, student testing, content efficiency, record-keeping, document management, and training administration, vendor will provide attendee list to the Technical Advisor (TA).

User Management:

• The contractor shall work to identify and grant the role of administrator or any other advanced privileges with approval from EDED Branch Chief.
• The contractor shall ensure that all users have the minimum level of privileges required in order to perform duties in LMS.
• The contractor shall create LMS accounts for all administrator/staff and ensures they are removed from the system at any point they leave the organization. Decides the minimum role the administrator/ staff should be assigned. Any determination of users requiring administrator roles must be approved by EDED Branch Chief.
• The contractor shall work with Faculty Development Program manager to ensure newly in-processed instructors accounts are created.
• The contractor shall work with Faculty Development Program Manager to ensure when an instructor out-processes that they deactivate their instructor account, remove them from all courses (in which they had an instructor role), and make their Blackboard account unavailable.
• The contractor shall perform the actions of Merging/deleting duplicate accounts from SIS when identified. Ensures this action happens both in the SIS and LMS.
• The contractor shall perform an audit of user accounts the first month of every quarter and provides a report to the EDED Branch chief stating any issues identified in the system and include the following data: -Number and name of individuals with admin roles -Number of active vendor testing accounts -Number of active student accounts -Number of Instructor accounts -Number of ISS roles -Number of all other.
• The contractor shall assist the institution in adhering to CLE system security best practices.