Technical Support Analyst II (Educational Technology Support Specialist) - Educational Technology Sy
Washington University in St. Louis
Location: St. Louis, Missouri
Internal Number: JR60854
This position supports faculty, staff and students in their use of educational technology at Washington University School of Medicine. This includes supporting all systems associated with teaching technologies and digital tools used in teaching and learning activities. Emphasis for this position will be on technical and administrative support for the primary platforms for educational delivery at WUSM, including MyCanvas, Keystone, Kaltura, and Poll Everywhere.
Primary Duties and Responsibilities
Provides appropriate level of support of specific application or set of applications, hardware, software, and networking, or may provide advanced support for a wider range of technologies to department end-users. Originates and implements strategies to develop, support, enhance, and maintain the delivery of educational technology support.
Works with a cross-functional team in developing processes and procedures for support of the teaching and learning systems.
Works with members of the team on effective system configuration and administration systems to align with the work of the instructional design and curriculum production teams.
Works with Faculty/Staff and WUIT support teams to develop and implement technology-related solutions and associated training videos and documents.
Liaisons with the curriculum production team and WUIT to integrate technology in classroom and other supported spaces, to ensure pedagogical and IT alignment.
Provides technical support for all platforms and systems used by the ETIU and appropriate systems supported by the department.
Participates in strategic planning at various levels (University, campus, departmental).
Responds to assigned tickets. Responds to incoming phone calls, or may act as phone support backup to first level help desk. Evaluates, prioritizes, and resolves problems and requests or escalates to appropriate support areas. Instructs end-users on use of technologies within the designated spectrum of support. Provides end-user support.
Supports and troubleshoots usersâ™ advanced inquiries on software and systems used in teaching and learning.
Works with the event and classroom management and desktop support teams to define required browser specifications and other required technologies associated with the systems used for teaching and learning.
As technology and software development products advance, explores and makes recommendations for software.
Tests and evaluates new technologies related to support spectrum. Collaborates with higher-level technical areas on planning and issue resolutions. Develops training materials and documentation for end users and internal department use. Participates in software systems testing, quality assurance, maintenance, and upgrades.
Keeps up to date with updates and issues associated with the teaching and learning systems.
Participates in system and service component upgrades through extensive testing and support and implementation strategies.
Oversees the process and functionality of hardware check-in, check-out system, including preparation of hardware for high-priority curriculum tests and instruction.
Researches and evaluates proposed software purchases, testing and evaluating systems prior to project handoff.
Provides formal training to end-user for applications related to the support spectrum. Supports, advocates for, and expands use of the teaching and learning systems:
Explores, promotes, pilots, and supports new technologies as appropriate.
Instructs users on the operation of ETIU-supported platforms through online learning modules, workshops, or consultation.
Actively participates in team meetings and discussions. Performs other related project work and duties as assigned. Participates in professional activities.
Participates in staff meetings.
Serves on appropriate institutional, regional, and national committees or groups, as needed.
Interviews prospective new staff and provides feedback.
Maintains knowledge of basic WUSM curriculum architecture and guiding educational principles by attending seminars, internal meetings, and conferences; visiting relevant Internet sites; reviewing current literature.
Shares knowledge and experience with other academic institutions. This may include participating in publishing articles and/or giving presentations at local and national meetings.
Participates in training and other professional development, keeps abreast of industry trends, attends job related seminars and courses that enhance professional development and strengthen user services.
Experience in the higher education field strongly preferred.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness, and empathy; must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action; must be able to clearly communicate with clients verbally and in writing.
Project Participation: Ability to participate as a project team member and collaborate with others in order to make recommendations for solving routine problem.
Planning and Organization: Ability to organize, document, and follow complex and/or detailed technical procedures; ability to manage oneâ™s own time, prioritize, and effectively meet deadlines.
Technical Knowledge: Advanced knowledge of technology principles, terminology, computer operating systems, and applications associated with the department and area of responsibility ability to guide or train peers and technicians at more junior levels.
Technical Solution Development: Ability to resolve complex client problems and clearly present and document the solutions; integrates knowledge and skills from a range of technologies to address work assignments.
Technical Support: Ability to independently resolve complex technical problems; ability to solve problems and perform diagnostics on software and/or hardware; ability to communicate and interact with hardware and software vendors and higher-level technical support staff as appropriate to solve problems.
Consultancy Skills: Ability to consult with clients and higher-level specialists and analysts to resolve technical problems and ensure customer satisfaction.
Ability to provide on-call support as required.
Excellent verbal and written communications skills.
Excellent interpersonal skills.
Ability to handle multiple tasks simultaneously.
Ability to organize and prioritize tasks based on unit needs.
Ability to translate user needs into solution requirements.
Ability to actively participate in a team to produce valuable results.
Ability to be adaptable and flexible.
Ability to learn new technologies quickly.
High school diploma or equivalent high school certification required; minimum of two years of experience in some aspect of the field of Information Technology required; a certification or degree in some aspect of Information Technology may also substitute for required experience on a year-for-year basis.
$21.60 - $33.45 / HourlyThe salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of benefits.
Washington University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration without regard to an individualâ™s sex, race, color, religion, age, disability status, protected veteran status, national or ethnic origin, gender identity or expression, sexual orientation. Women, minorities, protected veterans and the disabled are strongly encouraged to apply.
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.
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Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.