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Computer User Support Specialist I- Learning Technology Support

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Date: Feb 1, 2019

Location: Cincinnati, OH, US

Position Summary

Reporting to the Manager of Learning Technology Support, this position will be responsible for providing direct customer support for the enterprise systems and services that make up the university’s eLearning ecosystem called Canopy. These enterprise systems and services include: Blackboard (learning management system), Ally (accessibility tool), Echo360 (classroom capture), Kaltura (video repository), WebEx (web conferencing), VitalSource (e-textbooks), and Cielo24 (captioning).

The position will author and edit knowledge base articles and also identify, monitor, and report support themes. Finally, the position will work collaboratively with Enterprise Academic Technology (EAT), the IT@UC Service Desk, eLearning Application Team, Center for Excellence in Teaching and Learning, and unit level teams to provide holistic support and facilitate continuous service improvement.

 

Primary Responsibilities

  • Work closely with Service Desk and System Administrators to provide superior customer service for “how-to” help and incident response for all Learning related technologies and services
  • Provide direct customer support for learning technologies
  • Identify systemic issues and escalate to appropriate team
  • Compose articles for the university Knowledge Base (http://kb.uc.edu) to enhance the service management environment
  • Maintain up-to-date knowledge of emerging eLearning technologies.
  • Evaluate and recommend updates to incident models.

 

Requirements

Bachelor’s degree (or equivalent education), Information Technology, Information Systems, or related field.; -OR- an Associate's degree with two (2) years' experience; -OR- four (4) years' experience. Experience and/or training includes basic to intermediate level installing and supporting PC and laptop hardware and software. Experience may include Desktop support Technician, Support Center Analyst, Microsoft Certified IT Professional or Microsoft Certified Systems Administrator certification.

 

  • Ability to effectively communicate issues and resolutions to customers and other support teams
  • Experience supporting or administering Learning Management Systems
  • Strong technical aptitude and ability to research & solve complex issues independently
  • Ability to work collaboratively and independently with professional staff members across multiple divisions at a research-intensive university
  • Advanced understanding of eLearning technologies and their application in a higher-education learning environment.
  • Superior knowledge and experience working with Learning Management Systems, preferably Blackboard Learn
  • Ability to effectively communicate issues and resolutions to all levels of the organization
  • Ability to work in a team environment
  • Customer-service orientation, attention to detail, and creativity in problem solving
  • Excellent oral, written, presentation, and communication skills

 

The ideal candidate will also possess the following:

  • IT Service Desk experience
  • Superior knowledge and experience working with Blackboard Learn 9.x/Ultra, Instructure Canvas, and/or D2L
  • Experience supporting Echo360 lecture capture, Kaltura, and Webex
  • ITIL Foundation certification
  • Experience working in a university setting, specifically working directly with faculty

 

The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

 

As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).

 

The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / M / F / Veteran / Disabled.

 

REQ: 35924 

SF:OMJ SF:OOD SF:RM SF:INS SF:INS


Nearest Major Market: Cincinnati

Job Segment: Training, Technical Support, Information Systems, Medicare, Education, Technology, Research, Healthcare

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