TITLE Academic Technology Support Administrator
CLASSIFICATION NUMBER 5193
IMMEDIATE SUPERVISOR McQueary College of Health and Human Services (MCHHS) – Technology Coordinator
The Academic Technology Support Administrator coordinates and administers the management of the colleges broad end user support services, oversees the media services area, inventory, and manages the student workforce. The Academic Technology User Support Administrator provides instructional and desktop support for faculty, staff, students and college partnerships . The Academic Technology Administrator installs, maintains, troubleshoots, and supports specialized college research equipment, clinical areas, EMR and telehealth applications, and all technology devices and packages to ensure the successful operation and functionality for the McQueary College of Health and Human Services.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education/Experience: A Bachelor’s degree and a minimum of three years of experience supporting a wide range of information technology in a fast-paced, cross-functional, and team environment or an equivalent combination of education and experience is required. Experience working in a higher education environment is preferred.
Skills: A working knowledge or proven capability to quickly learn to support specialized research and clinical equipment, LMS, distance learning, video streaming and college specific technologies is required. The ability to resolve technical issues and events quickly and effectively is required. Knowledge and understanding of computer security procedures and standards is required. A demonstrated ability to quickly troubleshoot, identify, and correct problems using system utilities and diagnostics is required. Familiarity with systems analysis procedures and techniques is required. A thorough knowledge of hardware, software, and operating system configuration and connectivity, including Microsoft Office productivity suites, for desktops, mobile devices, and workstations is required. Excellent troubleshooting skills to support a wide variety of University software and hardware are required.; A basic understanding of, ticketing systems, service portals, server administration and cloud systems is required. Familiarity with the installation, maintenance, and support of wireless and other network technologies is required. Strong verbal and written communication skills and effective interpersonal skills sufficient to interact with a variety of users and other technical staff are required. Strong leadership, supervision and customer service skills are required. The ability to establish and maintain cooperative working relationships with those contacted in the course of a work assignment and to participate as a member of a cross-departmental project team is required. Excellent time management skills and organizational abilities are required. The ability to work under pressure, meet inflexible deadlines, and deal with difficult situations while maintaining composure and confidentiality is required. Functional knowledge of classroom technologies, such as A/V components, cameras, audio equipment and web-conferencing technologies is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Other: 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 IT operations. Occasional attendance and participation at evening and weekend activities and workshops is required. Occasional travel for professional development is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Troubleshoots equipment and application problems and failures, determines and initiates appropriate and immediate actions to restore normal services with minimal down time, documents occurrence and actions taken, assesses operating procedures followed in resolving the issue for effectiveness, and recommends modifications to standard procedures found to be inadequate, unclear, or ineffective.
2. Oversees the colleges media services area that provides poster printing, 3D printing, ID card printing, digitization, and checkout services.
3. Installs and maintains equipment and applications to ensure compatibility, efficiency, security, and performance.
4. Oversees the colleges IT student workforce, hiring, training, scheduling, and approving.
5. Maintains the colleges inventory and ticketing systems, ensures the safe storage and disposal of technology materials, monitors, and assures appropriate IT standards, and provides for equipment maintenance, repair, and replacement.
6. Coordinates with and utilizes the expertise, support, and equipment by meeting regularly and maintaining communication with MCHHS – Technology Services regarding procurement, implementation, problem determination and resolution, training, and the development of user computing standards.
7. Tests, evaluates, and installs new versions or authorized modifications to existing solutions and works with vendors as needed to correct problems, provide feedback, and request improvements.
8. Designs, constructs, installs, and activates end point equipment interfaces and peripheral devices as appropriate. Analyzes hardware and software performance and tunes system parameters to correct or improve system performance.
9. Coordinates all changes and maintenance activities with internal and external constituents according to University and related service policies and procedures to minimize disruptions.
10. Researches information on technology enhancements and stay current with future directions in the industry, assesses competing alternatives and recommends optimal solutions to meet constituent needs, and performs capacity planning studies to determine the type of resources needed to support anticipated need based on utilization trends.
11. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
12. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as required by the Technology Coordinator, MCHHS.
13. Supports the overall success of the McQueary College of Health and Human Services by performing all other duties as assigned.
The Academic Technology User Support Administrator is supervised by the Technology Coordinator in the McQueary College of Health and Human Services.
OFFICE OF HUMAN RESOURCES
REVISED JULY 2021