IT Instructional/Classroom Support Professional I

2 weeks ago

Greensboro, United States InsideHigherEd Full time
Position Number:

999615

Functional Title:

IT Instructional/Classroom Support Professional I

Position Type:

Staff

Position Eclass:

EP - EHRA 12 mo leave earning

University Information:

Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B.

Primary Purpose of the Organizational Unit:

Learning Technology and Client Services is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research and administrative operational environment for the students, faculty, and staff of UNCG. In support of this mission, Information Technology Services (ITS) provides the following services:

  • Acquisition, implementation, management, and support of selected instructional, research, and business software applications, including enterprise-wide learning, research, and office use technologies
  • Maintenance and support of technology equipped learning spaces, open-access computer labs and “TeleLearning” facilities
  • Reliable internal and external ITS communication services, including web/mobile application development and support
  • Computer hardware and peripheral device acquisition support, installation, and repair
  • Training, consultation and direct client assistance for use of technology at UNCG
  • Participation in campus-wide initiatives to assess and meet university information technology needs


The Learning Technology group is responsible for faculty training on the use of ITS approved software that is deployed on campus. The Learning Technology group is also responsible for research and design of new and emerging academic software applications, media production, instructional design, and classroom technology training for campus use.Position Summary:

Learning Technology and Client Services is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research and administrative operational environment for the students, faculty, and staff of UNCG. In support of this mission, provides the following services:

  • Consulting, implementation, management, training, and support of selected instructional, research, and business software applications, including enterprise-wide learning, research, and office use technologies.
  • Reliable internal and external ITS communication services; • Training, consultation and direct client assistance for use of technology at UNCG.
  • Participation in campus-wide initiatives to assess and meet university information technology needs.
  • Support of Instructional Support Network (ISN) initiatives.
Minimum Qualifications:

  • Entry level with Masters; or Bachelors and 0 to 2 yrs experience; or equivalent education and experience.
Preferred Qualifications:

  • Experience (typically 1 –3 years) providing technology support in an information technology environment, and with using a support ticketing system.
  • Experience working on cross-functional teams.
  • A proven track-record in helping support enterprise-level technology projects or services.
  • Strong interpersonal, verbal and written communication skills; the ability to explain computing concepts to non-technical staff.
  • Experience using a systematic approach to troubleshoot and resolve customer problems.
  • Experience with Instructional Design in an institution of higher-learning would be a plus.
  • Direct experience with Canvas (or equivalent Learning Management Systems), Augmented and Virtual Reality, WebEx, iClicker, and/or ShareLink (or other screen sharing technologies) would also be a plus.
Recruitment Range:

Salary commensurate with experience

Org #-Department:

Info Technology Services - 23101

Job Open Date:

11/08/2024

For Best Consideration Date:

11/15/2024

Open Until Filled:

Yes

FTE:

1.000

Type of Appointment:

Permanent

Number of Months per Year:

12

FLSA:

Exempt

Percentage Of Time:

35%

Key Responsibility:

Training & Consultation

Essential Tasks:

  • Collaborates with faculty to develop effective strategies for integrating software into classroom instruction, ensuring alignment with best practices and ITS-approved campus software.
  • Creates and delivers instructional training for faculty, staff, and students through both in-person and online sessions; collects feedback to pinpoint areas for enhancement.
  • Creates supplementary resources to support training (e.g. documentation, videos, screen-captures).
Percentage Of Time:

50%

Key Responsibility:

Technical Support

Essential Tasks:

  • Supports the management of service operations for enterprise instructional technology platforms, such as Canvas, Turnitin, Adobe Creative Cloud, Respondus Monitor, and classroom response systems.
  • Delivers Tier 3 support for enterprise instructional technologies, documenting solutions and best practices for Tier 1 and Tier 2 teams, and escalating issues to vendor support when needed.
  • Collaborates with cross-departmental technical and support contacts to ensure stable and improved services.
  • Stays current with ITS-approved software and software-as-a-service (SaaS) solutions and assists with software deployments as needed.
Percentage Of Time:

10%

Key Responsibility:

Research and Development

Essential Tasks:

  • Performs research and development, and testing of teaching and learning software and hardware.
  • Provides first-level support for new and emerging software identified by the Learning Technology group.
Percentage Of Time:

5%

Key Responsibility:

Divisional policies, procedures and job requirements

Essential Tasks:

  • Follow all Divisional policies and procedures as they relate to your job.
  • Adhere to the Divisional defined requirements as they relate to your job responsibilities regarding SLA’s, Security, and Asset Management.
Physical Effort:

Hand Movement-Repetitive Motions - F, Reading - F, Writing - F, Hearing - F, Talking - F, Standing - O, Sitting - F

Work Environment:

Inside - C

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