IT SUPPORT CONSULTANTRequisition # 72831Position BasicsWorking TitleINSTRUCTIONAL TECHNOLOGY ANALYSTAdvertising Ends on:Monday, May 28th, 2018Advertising Started on:Friday, May 11th, 2018Organization:Information TechnologyDepartment:ITS-Teaching, Learning, & TechnologySalarySalary:$45,000.00 - $48,000.00Pay Grade:4AJob DetailsPercent Time:100%Type of PositionRegular: A position which is considered essential for the effective long-term operation of the university. Persons appointed to this position will receive the privileges and benefits associated with regular employment status.Duties:The Office of Teaching, Learning & Technology (OTLT), is a campus-wide provider of technology and pedagogy support for faculty and instructors. OTLT is seeking to fill a full-time position for an Instructional Technology Analyst in the Enterprise Instructional Technology group.The person in this position is an integral part of a team that works with the campus learning management system, student response systems, wiki service, plagiarism detection, lecture capture, digital media solutions, evaluation and examination services, and web conferencing. The position functions under the direction of the IT Manager in the Enterprise Instructional Technology group. The ideal candidate will have experience supporting web-based instructional software, working with cross-functional teams, and managing vendor relationships. This position does not involve programming, server support, or hardware repair.This full-time Professional & Scientific position will be filled as an IT Support Consultant (PIC2).This position is not eligible for H-1b visa sponsorship.Note to Applicant: The qualifications for this job posting are described as competencies or behaviors needed to be able to perform the job duties of the position at a defined proficiency level/standard. Person(s) in this position is expected to work at a "working" proficiency level unless specified. For a complete definition of the proficiency levels click on the proficiency levels link above.Please note: Five professional references will be requested and required at a later step in the recruitment process.KEY DUTIES AND RESPONSIBILITIES:Provides customer support and consulting, project and service management for Enterprise Instructional Technology services.Collaborates with cross-departmental technical and support contacts to ensure stable and improved services.Provides installation of hardware and software and installation of software updates and patches. Performs testing of software and hardware.Perform third-tier support for services such as Canvas (ICON), Panopto (UI Capture), digital media solutions, Zoom (web conferencing), Confluence (wiki), and other instructional technology applications.Project Management - Provides assistance and may lead smaller scope projects.Provides one-on-one guidance and consultation to University constituents.Communicates possible solutions for teaching and learning tools to customers.Education Required:Bachelor's degree in an appropriate discipline or an equivalent combination of education and related experience may also serve to meet these minimum requirements.Experience Required:Experience (typically 1 - 3 years) providing technology support in an information technology environment, and with using a support ticketing system (Service Center Service Manager, ServiceNow, Cherwell, etc.)Experience working on cross-functional teamsA proven track-record in helping support enterprise-level technology projects or servicesStrong interpersonal, verbal and written communication skills; the ability to explain computing concepts to non-technical staffExperience using a systematic approach to troubleshoot customer problemsDesirable Qualifications:Experience supporting technology in a higher educational settingExperience providing customer support for instructional or educational technologyDemonstrated ability to quickly learn and adapt to new technologiesExperience with enterprise-l