Job Description

Salary/Position Classification

• $53,500 annual, Exempt
• 40 hours per week
• Following successful completion of a 6-month probation. This position will be eligible for a hybrid schedule of 3 days on campus, 2 days remote per week.

Purpose of Position

This position will work as part of a creative and talented team to support students, faculty and staff in the pursuit of innovation and excellence in teaching and learning with technology. As a member of this team, this position will work with students, faculty and staff to provide support for various academic technology services for the campus. As the demand for technology increases, this position is imperative to the mission of the University of North Dakota.

Duties & Responsibilities

• Provide wide range of technical support to students, faculty, and staff.
• Provide excellent customer service and support for a wide range of UND supported academic technologies to students, faculty, and staff including campus Learning Management System (Blackboard), web conferencing (Zoom), lecture capture software (YuJa), remote proctoring (Honorlock), audience response systems (clickers), survey software (Qualtrics), Respondus, SafeAssign, Smarthinking, VoiceThread, and more. UND supported technologies are subject to change at any time
• Work with instructional designers and faculty during design and development phase by assisting with training and implementation of academic technologies
• Research and document issues to ensure timely resolution, keeping customers, team members, and instructors informed
• Suggest additions/modifications to help documentation in preparation to respond to academic technology needs
• Develop modules and video tutorials for students/faculty/staff for a variety of academic technologies in coordination with instructional designers and other designated TTaDA and UIT staff
• Deliver training regarding use of academic technologies to faculty and staff as needed
• Provide application administration for academic technologies.
• Provide application administration to UND academic technologies including, but not limited to: Blackboard, Zoom, Bb Collaborate Ultra, YuJa, Honorlock, Qualtrics, Smarthinking, Vevox and more
• Review patch notes, perform necessary testing, and disseminate information as appropriate for service upgrades
• Provide advanced troubleshooting
• Assist with application integrations between various academic technologies
• Assist with archival, distribution, and removal of materials from academic applications
• Manage TTaDA ticketing system and review/ analyze business needs of academic technology and instructional design to ensure effective support for faculty, students, and staff.
• Develop and employ new or updated efficiencies in providing timely and effective support to end users.
• Manage TTaDA’s instance of Team Dynamics and assist with the development and integration of forms, services, and reports in TeamDynamix
• Regularly review TTaDA’s support tickets and ensure that appropriate assignment, accurate servicing, and timely documentation has been completed.
• Review existing technologies for available integrations and review those integrations for potential added value to the efficiency of support or improved experience of end users and support staff.
• Ensure compliance with applicable policies and standards related to academic technology and instructional design.
• Regularly coordinate with UIT to exchange information on current and upcoming projects, issues, and initiatives.
• Research and evaluate new and current academic technologies and perform other duties as assigned.
• Research and evaluate instructional best practices and technologies for teaching and learning, and present research information to others
• Maintain expertise through publications, online communities, training sessions, webinars, and conferences
• Collaborate with others to provide leadership in technology research benefiting the entire University
• Assist with multimedia services and digital asset management; equipment checkout, consultation, and setup as needed
• Assist with the administration of TTaDA’s Microsoft Teams site
• Perform additional duties and tasks as assigned

Required Competencies

• Ability to communicate with non-technical and technical users
• Excellent interpersonal, written, and oral communication skills
• Excellent customer service and prioritization skills
• Must be dependable and able to work independently and as part of a team
• Ability to handle multiple tasks and deadlines in a changing and demanding work environment
• Strong computer skills required with ability to learn new software and systems easily and share that information with a variety of users

Minimum Requirements

• Bachelor’s Degree OR Associate’s degree (or two years college) in the field of computer science, technology, business, data analytics, engineering/math, instructional design or related field, plus 3 years related work experience.
• 1 year experience with software application and/or desktop troubleshooting/support or prior experience with educational technology
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Experience in creating training/tutorials
• Experience with application administration
• Experience with educational technologies such as Blackboard, Zoom, YuJa, etc.