JOB SUMMARY:
The Technology and Classroom Specialist will provide primary technical support for campus and classroom technology; emphasis on classroom/lab technology, remote device support, learning management system user support, end-user training and instructional technology support, and assisting users with other various hardware and software issues.
The Technology and Classroom Specialist will assist users in the use of classroom technology.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide professional and courteous support for all technology and classroom inquiries; recording and tracking incidents and service requests, including resolutions, in the service management system.
- Provide technical support and assistance to faculty and students using “smart” podiums and other instructional technology systems and associated hardware and software.
- Conduct routine inspections and inventory of classroom technology; perform repairs as needed.
- Assist with hardware and software training for, including assistance with conducting workshops.
- Maintain communication with end-users regarding status of assigned tickets and escalate tickets accordingly; notify supervisor of critical problems requiring special priority escalation. Provide statistical analysis reports to supervisor, when requested.
- Provide first responder support for presentation and classroom/lab technology.
- Resolve support assignments through timely troubleshooting and diagnosis of user inquiries related to hardware and software (providing on-site service, when necessary) which includes, but is not limited to: presentation and classroom/lab technology, ERP, network, email, learning management system, ResNet/internet/wireless, computer hardware and peripherals, computer operating system and application software, printing, account access issues, etc.
- Always provide the customer with clear, concise, coherent and timely information on the problem diagnosis. When appropriate, politely inform the customer on actions the customer can take to avoid similar future problems.
- Work closely with all Information Technology Services teams and other departments to analyze, isolate, report and promptly resolve computing classroom and technology challenges and end-user needs.
- Assist with the planning, procurement, implementation and servicing of classroom and campus technology.
- Demonstrates excellence in customer services through actions consistent with the University and the ITS Vision, Mission and Values.
- Setup, install and maintain classroom technology, computer equipment, and software (including repairs).
- Provide support for digital signage solutions (including the training of staff to maintain/update content). Digital signage includes devices for classroom schedules and televised content for department marketing.
- Provide hardware and software technical support for technology users, their related equipment and computer lab equipment.
- Maintain technical knowledge of software, hardware, and procedures for repairing equipment.
- Keep up-to-date with new supported software and update skills through journals, seminars, classes, or independent study as available.
- Communicate, collaborate, and maintain good working relations with faculty, staff, students and general public.
- Assist in preparing, organizing, presenting, and setting up for demonstrations of new products and services.
- Assist in the development of on-line documentation, as directed.
- Assist in the training and development of student employees.
- Assist with maintaining hardware and software licensing, inventory, maintenance and warranty contracts.
- Perform other duties as assigned.
SUPERVISION RECEIVED:
Supervision is received from the Manager, I.T. Support Center.
SUPERVISION EXERCISED:
Assist in training and development of students.
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in computer field or closely related field is required, or an equivalent combination of related education, training, and experience (3-5 years applied PC technical and/or help desk experience).
- Good problem solving, and analytical/reasoning ability, organization, and effective communication skills (oral and written).
- Customer service oriented.
- Ability to work independently, as a member of a team, and without direct supervision.
- Good understanding of computers, including troubleshooting skills related to such systems.
- Ability to handle multiple concurrent tasks with constant interruptions.
- Ability to work well under pressure and meet deadlines with minimal direction.
- Proficient in Microsoft Office Suite and ability to learn new software quickly.
- Experience and ability to positively interact with all members of the campus community
- Ability to perform the essential functions of the position with or without accommodations.
PREFERRED QUALIFICATIONS:
- Master’s degree in Computer Science or related field.
- 3-5 years of applied PC technical and/or help desk experience.
- C.T.S. Certification.
WORKING CONDITIONS:
- Duties are generally performed inside and not exposed to adverse conditions.
- Requires ability to occasionally lift and move up to 50 lbs. of equipment, and sometimes work in tight and confined spaces; frequently stand and walk, reach with hands and arms, use fingers, stoop, and kneel. Occasional nights and weekends may be required.
- All work associated with this role must be performed within the state of Michigan.
The above reflects the general details considered necessary to describe the essential functions of the job and shall not be construed as an exhaustive statement of duties, responsibilities, or requirements that may be inherent in the job. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.
