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San Francisco State University
  • Position Number: 5300264
  • Location: San Francisco, CA
  • Position Type: Computer and Information Technology


Academic Technology Services Specialist - (Information Technology Consultant - Career) - Academic Technology

Job No: 540192
Work Type: Staff
Location: San Francisco
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology, Telecommute eligible (work onsite as scheduled and/or as requested and telecommute as scheduled)

Working Title

Academic Technology Services Specialist

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Academic Technology

Appointment Type

This is a one-year probationary position.

Time Base

Full-Time (1.0 FTE)

Work Schedule

Monday - Friday ; 8am - 5pm OR 9am - 6 pm

Anticipated Hiring Range

$5,834.00 - $6,250.00 Per Month ($70,008.00 - $75,000.00 Annually)

Salary is commensurate with experience.

Position Summary

Under the supervision of the Assistant Vice President of Academic Technology and day-to-day work coordination of the AT Service Lead, the Academic Technology Services Specialist works within a learning technology service team to provide support and consultation to all campus faculty, students, and staff in their use of the campus learning management system, classrooms, and other Academic Technology services. The position engages the campus community virtually or in-person providing support via phone, email, in-person consultation, the campus ticketing system, and at times, dispatches to classrooms or other spaces requiring assistance. The position builds a knowledge of tools and their practice with campus users to assist in the effective uses and in ways that quickly resolve issues. In addition the LMS, the position supports lecture capture, audio-visual systems, web conferencing (Zoom), web-based file storage (Box), and a range of other services that meet teaching and learning needs across the University.

Position Information

User Support Intake, Engagement, and Resolution:
- Support campus faculty, students, and staff in their use of academic technology services including the campus learning management system (Canvas), web conferencing (Zoom), and a wide range of additional tools and practices that support teaching and learning.
- Provide support to classroom and instructional space technologies in their use of audio-visual and other classroom technologies.
- Apply consultative and critical thinking skills to assess user needs and provide appropriate support engagement or response to facilitate resolution.
- Apply customer service skills and procedures to user engagements.
- Route user support calls to appropriate campus service providers.
- Act as a liaison and interface between faculty, staff, and other technical teams.


Training, Documentation, and Outreach:
- Develop and/or conduct formal training programs, lab/equipment orientations and demonstrations, and self-guided tutorials on equipment, applications, databases, and related systems.
- Write user documentation, user guides, instructor guides, training outlines, and technical training public

- Develop and deliver workshops, training sessions, and user engagements on to faculty, student, or staff professional development.
- Assess campus training needs and develop and coordinate plans for training delivery.

Unit Service Projects and Documentation:
- Collaborate as a member of a team or working group on completing projects, tasks, or other work assignments.
- Work within and develop approaches for working within a Service Management system (Service Now).
- Facilitate service and tool improvements by engaging within team and across units on user needs and recurring requests.
- Perform post-resolution follow-ups to help requests.
- Participate in projects that promote user support services within the unit and on-campus.
- Conduct trainings and workshops for instructional technologies both online and in person

Other duties as assigned

Minimum Qualifications

  • To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

  • The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.

  • Ability to apply consultative skills to assess user needs and provide appropriate support.

  • Knowledge of information technology systems and/or applications, including campuswide systems and multimedia environments, access procedures, networks, and/or databases.

  • Proficiency using standard software packages such as Microsoft (O365), Adobe, and other productivity and commonly used tools.

  • Proficiency using learning management systems and any range of software tools used for teaching and learning.
  • Knowledge of training practices demonstrated by an ability to develop and deliver training, workshops, and/or create effective user documentation.

  • Demonstrated interpersonal and communication skills in working with users to interpret needs and provide appropriate solutions

  • Understanding of the college experience from a student perspective or based on employment experience.
  • Ability to analyze and troubleshoot system connection and interface malfunctions.

  • Demonstrated ability to assist others in completing work assignments including the ability to provide basic work direction and training.

  • Demonstrated ability to work and communicate with users to effectively identify and efficiently meet their requirements.

    Preferred Qualifications

  • Knowledge of academic technology systems and/or applications, including campus-wide systems and multimedia environments, access procedures, and related functions including learning management systems, lecture capture, student evaluation systems, web conferencing, and other applications or services that support teaching and learning.

  • Experience supporting faculty and students in their use of learning management systems with a strong preference for Canvas experience.

  • Understanding of customer service procedures and approaches.

  • Knowledge of copyright laws and industry standards.

  • Ability to work independently to solve complex issues while balancing other priorities.

  • Ability to work effectively as a member of a team.

  • Ability to delegate work projects to other staff and student assistants.

  • Ability to produce support documentation and training materials.

  • Understanding of faculty workflows for course design, development, and delivery in teaching environments.

  • Experience with both Windows and Mac platforms.

  • Experience with media and audio-visual hardware commonly used in classrooms.

  • Knowledge of ticketing systems, call center, telephone, and computer systems.
  • Experience using the ServiceNow platform for user request and incident management

  • Ability to perform position duties without significant supervision

  • Ability to apply effective communication, collaboration, teamwork, and customer service skills within a customer service and support context

  • Knowledge of campus-wide services and organizational units

  • Familiarity with higher education classroom and coursework experience

    Environmental/Physical/Special

  • Open office environment, classroom spaces, and on-campus facilities will be the venues for this position

  • Requires carrying or lifting equipment to conduct field-based work in offices, labs, and a range of campus locations.

  • Requires mobility to install, remove or relocate equipment under desks or in tight spaces.

  • Ability to respond to emergency critical system outages or issues on some evenings, weekends, or holidays.

  • Work schedule may change at times to ensure delivery of campus services, and the work-week will be adjusted accordingly. Evening and weekend shifts may be required based on operational need on a rotating basis.

  • Academic Technology is a service unit that supports the entire campus community. In the interest of projecting a positive image to the constituents we serve, all employees must be professionally, neatly and appropriately attired for the work to be done.

    Pre-Employment Requirements

    This position requires the successful completion of a background check.

    Eligibility to Work

    Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

    Benefits

    Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

    We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

    CSUEU Position (For CSUEU Positions Only)

    Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

    Additional Information

    SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

    Thank you for your interest in employment with California State University (CSU). CSU is a state entity whose business operations reside within the State of California. Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception. While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

    CSU strongly encourages faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process are encouraged to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hrwww@sfsu.edu.

    The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

    Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.



    To apply, visit https://careers.pageuppeople.com/873/sf/en-us/job/540192/academic-technology-services-specialist-information-technology-consultant-career-academic-technology







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