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Computer User Support Specialist II - Learning Technology Support

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Date: Feb 5, 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 makeup 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 work closely with UC’s Accessibility Network to ensure that support is aligned with UC’s accessibility initiatives. This will include identifying support needs and trends related to UC’s accessibility tools, as well as coordinating with the accessibility network to ensure that community support needs are met.

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
  • Assist staff in both the Accessibility Network and colleges in proactively ensuring accessibility in their course content
  • Support Accessibility Resources and Human Resources as needed in ensuring that content is fully accessible to students with registered disabilities. Additional responsibilities may include working directly with faculty or trainers to update inaccessible course content
  • Support the service owners for several enterprise systems to ensure those systems meet the university’s accessibility standards. This includes reviewing and testing updates prior to deployment, developing workflows and processes for students, and faculty, etc
  • 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

 

Requirements

Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or related degree with two (2) years’ experience; -OR- an Associate’s degree with four (4) years’ experience; or six (6) years of intermediate level related. Possesses a thorough understanding of commonly-used concepts, practices, and procedures and contributes through experience, collaboration and problem resolution.


     

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
  • Basic understanding of Section 504 of the Rehabilitation Act and the Americans with Disabilities Act (ADA) and other relevant disability laws
  • ITIL Foundation certification
  • Experience working with students with disabilities
  • Experience working in a university setting, specifically working directly with faculty
  • 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
  • Basic understanding of the Web Content Accessibility Guidelines (WCAG), and the section 508 guidelines, particularly as those guidelines apply to enterprise systems and services 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 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: 35925 

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


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