Description
Department Summary Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Director, Academic Technology Solutions (ATS), the Academic Technology Consultant provides academic technology support to about 400 Anderson School faculty and staff and 2000 students in various academic programs. Position Summary Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Director, Academic Technology Solutions (ATS), the Academic Technology Consultant provides academic technology support to about 400 Anderson School faculty and staff and 2000 students in various academic programs. The ATS team, which is made up of both full-time staff and student workers, advocates and supports the use of technology, which includes hardware, software, and A/V equipment, in Anderson classrooms and other learning spaces. The ATS team serves as the 2nd tier support to the ACIS Helpdesk, handling inquires related to educational technology, such as video and web conferencing, classroom A/V equipment, learning management system, course evaluation, productivity and collaboration software, and etc. ATS works closely with other internal teams within ACIS to ensure issues and requests are resolved as quickly as possible. The Academic Technology Consultant will perform hands-on support tasks, resolve technical problems, monitor service ticket system, classroom hotline, and email inboxes, operate A/V systems, and provide training and documentation to Anderson and guest users. This position will have extensive interactions with Anderson staff and faculty to understand course objectives and technical requirements and to provide consultation and support including setting up, configuring, testing, and troubleshooting A/V equipment, network, computers, and software systems in classrooms and other learning spaces for instructions, seminars, workshops, and conferences. This position will research, evaluate, implement, deploy, and support instructional technologies solutions, as well as manage and participate in classroom and instructional technology upgrade and roll-out projects. This position reports to the Director, Academic Technology Solutions. Incumbent must be able to function effectively as a member of a team, and work on a variety of concurrent issues, with minimal supervision. Must be able to lead student workers and work independently on off-hour shifts. Will meet regularly with the supervisor to evaluate outstanding issues. Salary & Compensation *UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits. Qualifications Minimum three years of technical service experience. (Required) Strong customer service orientation and possess the ability to establish and maintain cooperative working relations with faculty, students, Anderson and ACIS staff, as well as vendors and suppliers. (Required) Demonstrated ability to handle the highest difficulty customer service situations calmly, courteously and efficiently. (Required) Skill in portraying to the user availability and approachability, patiently listening to the user’s description of the problem, probing with knowledgeable questions, interpreting information to advise and guide the user to an effective solution. (Required) Detailed knowledge of Moodle, the UCLA Common Collaboration and Learning Environment (CCLE). (Required) Familiarity with Anderson School faculty research and faculty/student instructional needs. (Preferred) Demonstrated ability to schedule, prioritize, and complete tasks in a fast-faced and demanding environment. (Required) Self-motivating, able to work as part of a team sharing duties and responsibilities with peers, generating own assignments and completing them without supervisor involvement. (Required) Demonstrated ability to work under time constraints and competing requests for services, and to set priorities which accurately reflect the relative importance of job responsibilities. (Required) Demonstrated ability to learn new skills in response to a changing work environment and to expand the knowledge base on issues affecting the work-unit and the organization. (Required) Must be able to lift and move equipment weighing up to 30 pounds. (Required) Demonstrated ability to explain diagnostic and troubleshooting procedures to clients. (Required) Detailed knowledge of off-the-shelf PC and Mac software applications including Microsoft Office, web browser, video conferencing client, and email applications. (Required) Detailed knowledge of the instructional technology solutions, such as Blue, Zoom, Polycom, Mediasite, Kaltura, Office365, and etc. (Required) Working knowledge of software installations and testing procedures for networked and single user systems for Anderson supported software. (Required) Demonstrated ability to troubleshoot hardware problems and replace parts as necessary. (Required) Working knowledge of the current Microsoft and Mac operating systems. (Required) Working knowledge of mobile devices, operating systems (e.g. Android and iOS), and software applications, such as Office Mobile. (Required) Detailed knowledge of mobile devices and screen casting and connectivity issues. (Required) Demonstrated ability to anticipate and solve potential computer, network, and A/V system problems through running appropriate diagnostic programs. (Required) Demonstrated ability to program with APIs and in various programming languages to integrating systems and data. (Required) Demonstrated ability to employ logical methodology while troubleshooting technical problems. (Required) Detailed knowledge of projection equipment and audio/visual equipment, including microphone, video camera, speaker, and etc. (Required) Demonstrated ability to communicate effectively in standard English, both written and verbally, to share information with co-workers and users and to explain details in a clear and concise manner. (Required) Special Conditions for Employment Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation. Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired. Schedule Standard hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Union/Policy Covered TX-Systemwide Technical Complete Position Description https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Educational%20Technology%20Specialist%203%20TX%20(TBD_189824)