IT Instructional/Class Support Professional II
UNCG
Posting Details Position Information Position Number 002967 Functional Title IT Instructional/Class Support Professional II Position Type Staff Position Eclass EP - EHRA 12 mo leave earning University Information Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B. Primary Purpose of the Organizational Unit Learning Technology and Client Services is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research and administrative operational environment for the students, faculty, and staff of UNCG.
The Learning Technology group is responsible for faculty training and campus support in the use of ITS approved software that is deployed on campus. The Learning Technology group is also responsible for research and design of new and emerging academic software applications, media production, instructional design, and classroom technology training for campus use. Position Summary Learning Technology and Client Services is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research and administrative operational environment for the students, faculty, and staff of UNCG. In support of this mission, provides the following services: Consulting, implementation, management, training, and support of selected instructional, research, and business software applications, including enterprise-wide learning, research, and office use technologies; Reliable internal and external ITS communication services; Computer hardware and peripheral device support and installation; Training, consultation and direct client assistance for use of technology at UNCG; Participation in campus-wide initiatives to assess and meet university information technology needs Support of UTLC (University Teaching and Learning Commons) initiatives Minimum Qualifications Mid-career with master’s and 1-2 yrs experience; or bachelor’s and 2-4 years’ experience; or equivalent combination of education and experience. Additional Required Certifications, Licensures, and Certificates Preferred Qualifications Experience (typically 2-4 years) providing technology support in an information technology environment, and with using a support ticketing system. Proficient in diagnosing and resolving issues with computer hardware and peripherals. Experience working on cross-functional teams. A proven track-record of supporting enterprise-level technology projects or services. Strong interpersonal, verbal and written communication skills; the ability to explain computing concepts to non-technical staff. Experience using a systematic approach to troubleshoot and resolve customer problems. Experience with Instructional Design in an institution of higher learning would be a plus. Direct experience with Canvas (or equivalent Learning Management System), Panopto, Microsoft Teams, Augmented and Virtual Reality, iClicker, and Impero Education Pro. Experience offering workshops or instructional training is preferred. Special Instructions to Applicants Recruitment Range Salary commensurate with experience Org #-Department Info Technology Services - 23101 Job Open Date 01/10/2025 For Best Consideration Date 01/15/2025 Job Close Date Open Until Filled Yes FTE 1.000 Type of Appointment Permanent If time-limited, please specify end date for appointment. Number of Months per Year 12 FLSA Exempt Key Responsibilities ________________________________________________________________________________________________________________________ Percentage Of Time 65% Key Responsibility Computer Classroom Management Essential Tasks Manages and supports the use of Impero Education Pro. Collaborates with faculty and staff who utilize computer classrooms, ensuring these spaces, which are integral to the learning process, are effectively used and maintained. Provides technical support to faculty and staff using the computer classrooms and the University Proctoring Lab. Oversees the process for faculty and staff to request specific software needed in the computer classrooms. Stays current on ITS-approved software updates on campus and supports software deployments as needed. Collaborates with Classroom Support staff to ensure all computers and printers are functioning properly in the computer classrooms. This includes: Performing regular maintenance and updates on computer systems. Troubleshooting and resolving hardware and software issues. Ensuring printers are stocked with paper and toner and addressing any printing problems. Assisting with the set-up and configuration of new equipment. Documenting issues and solutions. Oversees the work of one or more student employees. Percentage Of Time 25% Key Responsibility Training & Consultation Essential Tasks Provides third-tier customer support and consulting, project and service management for enterprise instructional technology services (i.e. Canvas, iClicker, Microsoft Teams, Adobe Creative Cloud, etc.). Meets with faculty to determine pedagogical approach for implementing software in the classroom, based on best practices and ITS-approved software on campus. Provides one-on-one and group consultation, guidance and training to university constituents. Schedules opportunities to deliver training to campus faculty. Creates supplementary resources to support training (e.g. documentation, videos, screen-captures). Percentage Of Time 5% Key Responsibility Research and Development Essential Tasks Performs research and development, and testing of teaching and learning software and hardware. Provides first-level support for new and emerging software identified by the Learning Technology group. Percentage Of Time 5% Key Responsibility Divisional policies, procedures and job requirements Essential Tasks Follow all Divisional policies and procedures as they relate to your job. Adhere to the Divisional defined requirements as they relate to your job responsibilities regarding SLA’s, Security, and Asset Management. ADA Checklist ADA Checklist
The Learning Technology group is responsible for faculty training and campus support in the use of ITS approved software that is deployed on campus. The Learning Technology group is also responsible for research and design of new and emerging academic software applications, media production, instructional design, and classroom technology training for campus use. Position Summary Learning Technology and Client Services is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research and administrative operational environment for the students, faculty, and staff of UNCG. In support of this mission, provides the following services: Consulting, implementation, management, training, and support of selected instructional, research, and business software applications, including enterprise-wide learning, research, and office use technologies; Reliable internal and external ITS communication services; Computer hardware and peripheral device support and installation; Training, consultation and direct client assistance for use of technology at UNCG; Participation in campus-wide initiatives to assess and meet university information technology needs Support of UTLC (University Teaching and Learning Commons) initiatives Minimum Qualifications Mid-career with master’s and 1-2 yrs experience; or bachelor’s and 2-4 years’ experience; or equivalent combination of education and experience. Additional Required Certifications, Licensures, and Certificates Preferred Qualifications Experience (typically 2-4 years) providing technology support in an information technology environment, and with using a support ticketing system. Proficient in diagnosing and resolving issues with computer hardware and peripherals. Experience working on cross-functional teams. A proven track-record of supporting enterprise-level technology projects or services. Strong interpersonal, verbal and written communication skills; the ability to explain computing concepts to non-technical staff. Experience using a systematic approach to troubleshoot and resolve customer problems. Experience with Instructional Design in an institution of higher learning would be a plus. Direct experience with Canvas (or equivalent Learning Management System), Panopto, Microsoft Teams, Augmented and Virtual Reality, iClicker, and Impero Education Pro. Experience offering workshops or instructional training is preferred. Special Instructions to Applicants Recruitment Range Salary commensurate with experience Org #-Department Info Technology Services - 23101 Job Open Date 01/10/2025 For Best Consideration Date 01/15/2025 Job Close Date Open Until Filled Yes FTE 1.000 Type of Appointment Permanent If time-limited, please specify end date for appointment. Number of Months per Year 12 FLSA Exempt Key Responsibilities ________________________________________________________________________________________________________________________ Percentage Of Time 65% Key Responsibility Computer Classroom Management Essential Tasks Manages and supports the use of Impero Education Pro. Collaborates with faculty and staff who utilize computer classrooms, ensuring these spaces, which are integral to the learning process, are effectively used and maintained. Provides technical support to faculty and staff using the computer classrooms and the University Proctoring Lab. Oversees the process for faculty and staff to request specific software needed in the computer classrooms. Stays current on ITS-approved software updates on campus and supports software deployments as needed. Collaborates with Classroom Support staff to ensure all computers and printers are functioning properly in the computer classrooms. This includes: Performing regular maintenance and updates on computer systems. Troubleshooting and resolving hardware and software issues. Ensuring printers are stocked with paper and toner and addressing any printing problems. Assisting with the set-up and configuration of new equipment. Documenting issues and solutions. Oversees the work of one or more student employees. Percentage Of Time 25% Key Responsibility Training & Consultation Essential Tasks Provides third-tier customer support and consulting, project and service management for enterprise instructional technology services (i.e. Canvas, iClicker, Microsoft Teams, Adobe Creative Cloud, etc.). Meets with faculty to determine pedagogical approach for implementing software in the classroom, based on best practices and ITS-approved software on campus. Provides one-on-one and group consultation, guidance and training to university constituents. Schedules opportunities to deliver training to campus faculty. Creates supplementary resources to support training (e.g. documentation, videos, screen-captures). Percentage Of Time 5% Key Responsibility Research and Development Essential Tasks Performs research and development, and testing of teaching and learning software and hardware. Provides first-level support for new and emerging software identified by the Learning Technology group. Percentage Of Time 5% Key Responsibility Divisional policies, procedures and job requirements Essential Tasks Follow all Divisional policies and procedures as they relate to your job. Adhere to the Divisional defined requirements as they relate to your job responsibilities regarding SLA’s, Security, and Asset Management. ADA Checklist ADA Checklist
R for Rare (0-30%), O for Occasional (30-60%), F for Frequent (60-90%), C for Constant (90-100%).
Physical Effort Hand Movement-Repetitive Motions - F, Reading - F, Writing - F, Hearing - F, Talking - F, Sitting - F Work Environment Inside - C Applicant Documents Required Documents Resume/CV Cover Letter List of References Optional Documents Reference Letter 1 Reference Letter 2 Reference Letter 3 Supplemental QuestionsRequired fields are indicated with an asterisk (*).
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