Job Description

Description of primary duties and responsibilities:
Primary Purpose of the Organizational Unit:

The mission of Information Technology & Telecommunication Services is to explore, implement, and support the use of technology to achieve the University’s academic and administrative objectives, as stated in the University strategic plan.

Primary Purpose of the Position:

The Learning Technologies Support Specialist II is an integral member of the Learning Technologies & Engagement Services Team. This position provides daily support to students, faculty and staff with using and resolving technical issues with supported learning technologies and applications used for teaching and learning.
Description of Work Continued:
Support (65%):
Provide direct support to clients to resolve technical issues regarding learning technologies and applications used for teaching and learning.
Coordinate with other departments and teams to resolve customer issues and requests.
Document the resolution of client service requests using the ITSM (IT Service Management System).
Assist with the review, selection, and implementation of learning technologies, upgrades, and enhancements to optimize performance and usability.

Customer Service (20%):
Deliver group training and one-on-one consultations, focusing on best practices and proficient use of learning technologies and associated applications.
Develop and maintain technical and procedural documentation for supported learning technologies for distribution or publishing to client-facing and internal knowledge bases.

Strategy & Planning (15%):
Stay abreast of innovative trends and industry best practices in learning technologies, actively disseminating insights to enhance and evolve our support services continually.
Proactively identify opportunities for process improvement and efficiency gains in the delivery of technical support services.
Use the established project management tool to track and update project progress.
Minimum Education And Experience Requirements:
A master’s degree in computer science, computer engineering, mathematics, engineering, or another IT-related technical degree, along with one to two years of experience in the field of information technology
OR a bachelor’s degree and two to four years of experience and closely related IT degree
OR an equivalent combination of education and experience.
Knowledge, Skills And Abilities:
Preferred Qualifications:
Special Instructions To Applicants:
Notice to Applicants
Please make sure that the work history listed on your application is identical to the work history listed on your resume. The application must be filled out completely, Do Not Use the phrase “see resume.”
Please list at least three (3) professional references to include a current supervisor. References will only be contact if you are selected for the position and with your permission.