Senior Instructional Technology Analyst

2 weeks ago

Tempe, Arizona, United States Arizona State University Full time
Position Overview

Arizona State University (ASU), a frontrunner in innovative higher education, seeks a proactive individual to join our Learning Experience team. This role involves a range of responsibilities essential for supporting and enhancing Dreamscape Learn and future XR projects at ASU. Candidates should exhibit a proven track record in delivering operational excellence alongside a strong commitment to customer satisfaction. ASU's Enterprise Technology division comprises over 500 professionals, offering diverse career opportunities in a vibrant work atmosphere. The technology initiatives we pursue are groundbreaking and transformative within the realm of higher education.

Work Schedule
Flexibility in work hours is required, including potential evening shifts and occasional weekends to assist with event support.

Work Environment
  • Tasks are performed in a climate-controlled office environment, with extended periods of sitting, standing, and walking.
  • Physical demands may include bending, reaching, lifting, and moving objects weighing up to 50 pounds.
  • Regular assessment of completed tasks is expected.
  • This position will be primarily based on the Polytechnic campus following several weeks of in-person training.
Background Check Statement
ASU mandates pre-employment screening for all roles, including a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful completion of the background check.

Minimum Qualifications

A Bachelor's degree in Information Technology or a closely related field, coupled with 6 years of experience in providing instructional technology diagnostic and troubleshooting support in a client-server, cross-platform environment. Alternatively, any equivalent combination of experience and/or education that demonstrates comparable knowledge, skills, and abilities will be considered.

Department Statement

The Enterprise Technology (ET) organization plays a pivotal role in advancing the vision and mission of the New American University. We are committed to operational excellence, community engagement, and strategic innovation. Applicants must be eligible to work in the United States.

Why Join Us?

  • Mission-Driven: Our work is centered around advancing ASU's charter, focusing on inclusivity and success.
  • Flexible Work Environment: We promote personal autonomy and trust in how work is accomplished.
  • Cultural Commitment: We foster a Positive Core culture emphasizing belonging, authenticity, and empowerment.
  • Impactful Work: Collaborating with ET allows you to make a difference in the lives of over 180,000 students, faculty, and staff.
  • Professional Development: We encourage staff to pursue additional certifications and degrees through ASU's top-ranked programs with significant tuition discounts.
  • Industry Collaboration: Our partnerships with leading technology companies enhance our innovations and broaden their impact.
Desired Qualifications
  • Proven experience in delivering operational leadership and exceptional service to a diverse clientele, ideally in educational or retail contexts.
  • Expertise in providing advanced technical support, troubleshooting, and training for classroom technologies.
  • Experience in managing event schedules in a high-volume setting.
  • Familiarity with virtual reality technologies.
  • Ability to coordinate complex projects and manage resources effectively.
  • Experience in a leadership role, guiding the efforts of a large team, including full-time and student employees.
  • Ability to maintain collaborative relationships with internal teams and external vendors.
  • Experience in managing cases using reporting systems such as Salesforce, ServiceNow, and Zendesk.
  • Strong communication skills for engaging both technical and non-technical users.
  • Experience in leading discussions on VR technology and other emerging technologies.
  • Demonstrated empathy, compassion, and emotional intelligence.
  • Experience in hiring within a values-driven organization that emphasizes diversity, equity, inclusion, and belonging.
  • Ability to create a psychologically safe environment for all team members.
  • Capability to influence positive behavioral changes for sustainability.
  • Experience working with minors in an educational context.
  • Willingness to learn about VR development and assist with quality testing and troubleshooting.
  • Willingness to travel to other ASU campuses and occasionally out of state.
Essential Duties
  • Oversee operations of the Dreamscape Learn immersive spaces, ensuring impactful experiences for learners.
  • Provide historical context for Dreamscape Learn to guests and guide them through VR experiences.
  • Deliver exceptional customer service to ensure a positive guest experience.
  • Troubleshoot VR equipment, including headsets and trackers.
  • Manage equipment replacement and the RMA process with vendors.
  • Conduct regular testing and maintenance of VR pods and equipment.
  • Train, mentor, supervise, and evaluate a team of student employees.
  • Develop strong working relationships with internal and external partners.
  • Assist students and faculty in utilizing pod technology for VR development projects.
  • Manage the Dreamscape Learn schedule through appropriate software.
  • Ensure proper opening and closing procedures for the facility.
  • Adhere to cleaning and safety protocols as per ASU standards.

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