IS Technical Services Senior

Technology Support Specialist

Cert #: 4304

Online Education and Technology in the College of Business and Economics

Technology Support Specialist

Posting Date: February 3, 2014

There is a IS Technical Services Senior vacancy in Online Education and Technology in the College of Business and Economics. The work schedule for this full-time, year-round position is Monday through Friday, 7:45 a.m. – 4:30 p.m.

The position description is available below.

This position is available for permissive transfer purposes to:
•interested employees in pay range 07 – 03 or its equivalent or higher, who have different classification titles OR
•employees in this classification or higher currently on probation. 

If you are unsure of your pay schedule/range, please contact Human Resources x-1024.

Interested transfer candidates should submit a resume with three supervisory references to Stephanie Hartmann, HR&D, 800 W. Main St., Hyer 330, Whitewater, WI 53190; email hartmans@uww.edu; or fax 262-472-5668.


The position works under the general supervision of the Assistant Dean responsible for Online Education and Technology in the College of Business and Economics.  The position requires a broad knowledge of IT Support Services including desktop hardware and software issues as well as network connectivity to campus resources.  Primary duties include diagnosing and resolving desktop problems; supervising and training a student technical support team; working with customers to train and explain technology; completing various technology projects related to education; and managing content for a digital signage system.

30%  Windows and Macintosh Desktop Support
•Work with Technology Coordinator to supervise the CoBE Help Desk which houses three grad students and seven to nine student workers providing technology support for CoBE faculty, staff, and student technology needs.  The Help Desk supports faculty, staff and student technology including computer hardware and software, media, A/V equipment, and teleconferencing software.
•Assist in the planning, consultation, troubleshooting problems with office environment customers, and deployment of new systems and services requiring Windows and Macintosh desktop resources.
•Work closely with iCIT to assure that technology acquisition and use in CoBE is consistent with institutional policies, procedures, architecture and overall direction.
•Work closely with iCIT regarding modifications and updates to CoBE lab and class environments.
•Assist in the research, testing and recommendations for new, emerging, and/or upgraded hardware, software and services.
•Monitor performance of systems and services and ensure efficient operation and high availability.
•Develop and deliver training programs and materials to customers.
•Act as back-up server administrator to install, maintain, manage and support the College of Business and Economics Windows and Macintosh server hardware and software infrastructure and related functions.
•Answer questions and resolve problems related to hardware, desktop software, and desktop connectivity to campus resources.
•Answer questions and resolve problems with printer and multi-function device connectivity and basic operation.

25%  Customer Support
•Develop and maintain technical documentation library for other CoBE support staff.
•Develop end-user technical documentation and provide training for customers
•Serve as a resource person and example for student employees.
•Act as liaison between College and university Instructional Communication Information Technology (ICIT) services.
•Work with customers to conduct assessments of technology needs and determine the best solutions to technology problems.
•Assist office environment users with version upgrades and software implementations.
•Document and communicate required lab and classroom software requirements and version upgrades to iCIT for planned implementations.
•Educate customers regarding appropriate use of technologies.
•Proactively work with faculty and staff to identify future technology needs.

20%  Project Work
•Work with faculty and technical support staff to identify, plan and implement new teaching and learning strategies using technology.
•Participate in the leadership team concerning CoBE budgetary needs as they relate to faculty computer support and technology enhancements.  This includes working with a team for planning, budgeting, and reconciling purchases needed to support CoBE online education and technology.

10%  Classroom A/V Support/Maintenance
•Troubleshoot and resolve problems with AV equipment in CoBE high-tech classrooms, including projectors, doc cameras, smartboards, audio systems, DVD players, and instructors control panels.
•Provide orientation to faculty on the use of classroom equipment, including on-line instructions as well as face-to-face sessions.
•Prepare and maintain detailed documentation about equipment use, performance and maintenance.

10%  Miscellaneous
•Complete miscellaneous tasks as assigned by the Assistant Dean.
•Attend technical conferences and meetings
•Research current technology in education

5%  Maintain and Update Message System
•Work with ICIT to assure the proper use of digital signage system.
•Update messages and other content submitted by the College of Business and Economics community.
•Supervise student workers updating messages submitted by the College of Business and Economics community.

Preferred Knowledge, Skills, and Abilities:
•Four-year degree in a technology-related field or equivalent work experience.
•Experience in maintaining Windows and Macintosh operating systems and hardware.
•Experience with MS Office Productivity Suite, especially Outlook Email and Calendar.
•Basic understanding of Windows server environments.
•Ability to work independently under general supervision guidelines
•Ability to maintain desktop systems for customers in a production environment.
•Ability to work with customers with varied skill levels in using technology.
•Ability to develop training documentation and communicate technology concepts to customers clearly in writing and speaking.
•Ability to communicate technical issues to colleagues and management clearly in writing and speaking.