What are the responsibilities and job description for the Application and Classroom Support Technician position at Inside Higher Ed?
Responsibilities
Under the supervision of the Assistant Director of IT User Support & Service Delivery, the Application and Classroom Support Technician is responsible for the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications; provides advanced technical support for classroom technology; inclusive of computer labs, classroom instructor workstations, print system, audio/visual equipment,andotherfacilitiesfeaturingaudioandvideoconferencingandprojection systems.
Specific Duties And Responsibilities
ESSENTIAL JOB FUNCTIONS
Consult with users on the use of classroom technology, products, and services; develop and conduct training in operation and use of hardware and software.
Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
Troubleshoot and coordinate resolution to Canvas related Tier 1 support calls.
Develop courses and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.
Provide direct support for faculty in the use of Turnitin and related software.
Provide direct support for faculty in the use of Respondus and related software
Prepare and maintain technical documentation and procedures; perform preventative maintenance and coordinate repair of multimedia hardware.
Understand and assist faculty members and students with Web 2.0 and tablet-based applications.
Carry out security administration by maintaining tables and adding, purging, and migrating users.
Support communication and information exchange with other members of IT as needed to provide optimal service to the campus community.
Assistmembersofthecampuscommunitywithgeneralbackupproceduresandrestorationfrom backup media.
Review the support strategies and the degree to which they meet the needs of those receiving the services; implement changes, as needed, to continuously improve service quality.
Coordinate and schedule work with vendor service providers.
Move computer equipment, weighing up to 25 pounds, to various campus locations as needed.
Additional Job Functions
Develops and teaches training classes as assigned.
Performs other duties as assigned to support departmental and university operations.
WORK SCHEDULE
The work schedule for this position may vary based on university needs and events. While regular hours will generally follow standard business operations, the technician must be available for adjusted hours, evenings, or weekends as required to support academic and campus events.Qualifications
A Bachelor’s degree in computer technology, information technology, business or related field is required; an Associate’s degree, supplemented by one to two years of experience in computer technology/ technology education or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Related work as IT support technician may be considered in lieu of degree. A or Network Certification is helpful. Must demonstrate good written and spoken communication skills and the ability to troubleshoot multifaceted problems in a systematic manner. Must be able to work as a member of a collaborative team and provide excellent customer service to a diverse community of faculty, staff and students.
Supplemental Information
To apply, please include a cover letter, resume, and contact information for three supervisory references including the most recent supervisor.
Finalists for this position are subject to a background check. Employment is contingent upon the successful completion of a background investigation including criminal history and identity check.
Under the supervision of the Assistant Director of IT User Support & Service Delivery, the Application and Classroom Support Technician is responsible for the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications; provides advanced technical support for classroom technology; inclusive of computer labs, classroom instructor workstations, print system, audio/visual equipment,andotherfacilitiesfeaturingaudioandvideoconferencingandprojection systems.
Specific Duties And Responsibilities
ESSENTIAL JOB FUNCTIONS
Consult with users on the use of classroom technology, products, and services; develop and conduct training in operation and use of hardware and software.
Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
Troubleshoot and coordinate resolution to Canvas related Tier 1 support calls.
Develop courses and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.
Provide direct support for faculty in the use of Turnitin and related software.
Provide direct support for faculty in the use of Respondus and related software
Prepare and maintain technical documentation and procedures; perform preventative maintenance and coordinate repair of multimedia hardware.
Understand and assist faculty members and students with Web 2.0 and tablet-based applications.
Carry out security administration by maintaining tables and adding, purging, and migrating users.
Support communication and information exchange with other members of IT as needed to provide optimal service to the campus community.
Assistmembersofthecampuscommunitywithgeneralbackupproceduresandrestorationfrom backup media.
Review the support strategies and the degree to which they meet the needs of those receiving the services; implement changes, as needed, to continuously improve service quality.
Coordinate and schedule work with vendor service providers.
Move computer equipment, weighing up to 25 pounds, to various campus locations as needed.
Additional Job Functions
Develops and teaches training classes as assigned.
Performs other duties as assigned to support departmental and university operations.
WORK SCHEDULE
The work schedule for this position may vary based on university needs and events. While regular hours will generally follow standard business operations, the technician must be available for adjusted hours, evenings, or weekends as required to support academic and campus events.Qualifications
A Bachelor’s degree in computer technology, information technology, business or related field is required; an Associate’s degree, supplemented by one to two years of experience in computer technology/ technology education or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Related work as IT support technician may be considered in lieu of degree. A or Network Certification is helpful. Must demonstrate good written and spoken communication skills and the ability to troubleshoot multifaceted problems in a systematic manner. Must be able to work as a member of a collaborative team and provide excellent customer service to a diverse community of faculty, staff and students.
Supplemental Information
To apply, please include a cover letter, resume, and contact information for three supervisory references including the most recent supervisor.
Finalists for this position are subject to a background check. Employment is contingent upon the successful completion of a background investigation including criminal history and identity check.