TITLE Technology Training Administrator
CLASSIFICATION NUMBER 5123
IMMEDIATE SUPERVISOR Assistant Director, Computer Services
MAJOR ADMINISTRATOR Director, Computer Services
The Technology Training Administrator serves as a member of the leadership team of the User Support Unit of Computer Services and is responsible for promoting the effective use of campus technology resources and ensuring that a high quality program of technology training services is continuously offered. The Technology Training Administrator ensures effective day-to-day operation of assigned areas and services, develops and maintains good customer relations, and provides advanced technical support to faculty, staff, and students for select technologies.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A Bachelor's degree or the equivalent is required; a bachelor’s degree in Education, Communication, English, or an Information Technology-related field is preferred.
Experience: A minimum of three years of experience in instructional design, teaching, or in the development and delivery of support and training on technology-based topics is required. Experience creating, delivering, and maintaining training resource materials such as user guides, technical documentation, online resources, and marketing and promotional materials is required. Experience working with an academic learning management system (LMS) is preferred; experience supporting and providing faculty-oriented training on the Blackboard Learn academic LMS and related products is preferred. Experience supporting and training on the Ellucian Banner software suite and related products is preferred. Experience supporting and training on Microsoft Office 365 software and services is preferred. Work experience in a higher education environment is preferred. Experience working in a help desk or customer service environment is preferred.
Skills: Excellent verbal, written, presentation, and instructional communication skills are required. Strong technical skills and current technical knowledge are required. The ability to work independently, use initiative, and make sound decisions is required. The ability to consistently multitask while accurately attending to detail is required. Effective interpersonal, customer service, organizational, project management, and team-building skills are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. Knowledge of best practices in instructional technologies, online, blended, and face-to-face pedagogy is preferred. The ability to operate, perform troubleshooting on, and understand multimedia presentation systems, other classroom media systems, and other classroom-related equipment is preferred.
Effort: This position connects cables which may require climbing ladders or working under desks and loads and unloads equipment such as furniture, printers, computers, and supplies such as paper, toner, and cleaning supplies from shelves up to five feet high. This position lifts and transports multiple items weighing less than twenty-five pounds (typically weighing less than ten pounds) on a daily basis and between twenty-five and fifty pounds about three times weekly. This position installs equipment and inspects whether it is working properly and inspects facility conditions for damage, theft, safety risks, and security.
Other: The scope of the position occasionally requires attendance and participation at evening and weekend activities and workshops. Occasional travel to workshops, seminars, and professional development and University events is required. The twenty-four hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with information technology (IT) operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Models and promotes professional behavior, coordinates staff and activities, develops strategies, tactics, processes, and structures required to continuously provide a high quality program of technology training, actively participates in the selection, professional development, and management of staff, including monitoring their productivity and skill level, determining professional development needs, and conducting regular performance reviews, and assumes leadership of the User Support unit during absences of the Assistant Director, Computer Services, as assigned.
2. Promotes the effective use of campus technology resources and ensures that a high quality program of technology training services is continuously offered by developing and maintaining a portfolio of all training provided, determining technology training needs, overseeing the creation and delivery of training programs and the creation and maintenance of supporting materials, defining project deliverables, establishing project timelines, and identifying resources needed for successful project completion.
3. Ensures effective day-to-day operation of assigned areas and services by monitoring service levels and staff productivity, prioritizing staffing and resources to ensure appropriate levels of service are provide, assisting in lifecycle planning and maintaining a current inventory of all assets and resources used and required by assigned staff and services, and documenting and managing all security groups, configurations, and changes for assigned areas and services in accordance with University guidelines and best practices.
4. Develops and maintains good customer relations by regularly meeting with other departments and IT support staff to review, assess, and suggest improvements regarding technology training for their assigned areas, providing clear, timely, and professional communications with customers and coworkers using appropriate tools and channels, and following up on work accomplished by the team to ensure customer satisfaction and acting accordingly on feedback provided.
5. Provides advanced technical support to faculty, staff, and students for select technologies by developing and in-depth knowledge and understanding of these technologies and coordinating support efforts with the Computer Services Help Desk and other IT support staff.
6. Assures effective communication by providing updates about technology training and associated support activities and concerns to the Assistant Director, Computer Services and providing suggestions for problem resolution.
7. Assists the Assistant Director, Computer Services with special projects by performing functions such as collecting relevant information, conducting appropriate research, writing reports, and providing analysis and evaluations in a variety of areas including personnel staffing and technologies.
8. Continually evaluates and recommends new technologies and methodologies that enhance the learning process, increase the availability of training options, and enhance the effectiveness of Computer Servcies technology training by leading the evaluation and testing of such tools, methodologies, and technologies and providing the assistant Director, Computer Services with the results of those evaluations and tests.
9. Contributes to the development of policies and procedures by serving on appropriate committees and supporting the mission of the department and the University.
10. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
11. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Assistant Director, Computer Services.
12. Contributes to the overall success of the Computer Services department by performing all other duties and responsibilities as assigned by the Assistant Director, Computer Services.
The Technology Training Administrator is supervised by the Assistant Director, Computer Services and supervises assigned full-time staff and student workers.
OFFICE OF HUMAN RESOURCES
REVISED JANUARY 2018