Associate Instructional Technology Support Specialist, Information Technology [R0150159]

Nevada System of Higher Education•Las Vegas, NV

1d•Onsite

About The Position

The University of Nevada, Las Vegas invites applications for Associate Instructional Technology Support Specialist, Information Technology [R0150159]. This position is based in Las Vegas, Nevada, and requires regular onsite presence. Candidates must be located within a commutable distance. ROLE of the POSITION The Associate Instructional Technology Support Specialist is responsible for the successful integration, design, delivery, support, administration, and marketing of instructional technologies used by faculty and students in face-to-face, hybrid, and fully online learning environments at UNLV. The Associate Instructional Technology Support Specialist is responsible for current and future instructional technologies that support teaching and learning in active learning environments. Specifically, this position is primarily responsible for supporting instructional technologies such as lecture capture and instructional video systems, web conferencing systems, gamification systems, virtual reality learning technologies, and other instructional technologies as identified. The work is primarily done through teaching faculty, providing support, writing documentation, and administering enterprise systems. Outstanding customer support is a critical expectation for this position. The Specialist will collaborate with OIT's help desk to provide the training necessary to facilitate first-level support for the technologies. The Specialist will provide second-level support when support requests are more complex or require more expertise and time to provide an appropriate resolution. The Specialist will deliver training to faculty interested in using these technologies in individual, small, and large group settings. In addition, this position is responsible for creating fully accessible instructional documents and materials for faculty self-support. The Specialist will also establish and maintain working relationships with other units on campus, including the Office of Online Education, Teaching and Learning Commons, and other relevant groups. As a member of the Digital Services and Solutions (DSS) Team, the Specialist is one of the primary interfaces for Instructional Technology support for the university. E-Learning is the primary office within OIT and DSS that supports faculty in the delivery of instruction via technology. The Specialist is expected to have or acquire expert knowledge of UNLV-specific technologies for instruction, as well as a broad understanding of all DSS services. The Specialist is also expected to work closely with OIT personnel to fully integrate, maximize, and support technologies represented within each of these areas. Customer Service Expectations: This position is responsible for maintaining a customer-focused approach in all duties, ensuring professional, timely, and effective interactions with internal and external stakeholders. To provide excellent service the employee will: listen to customers and understand their needs; help customers solve problems; demonstrate an eagerness to help; exhibit a professional disposition; be approachable, respectful, and team-oriented; take ownership of inquiries and assignments; provide updates for customers; and be familiar with the basic operations of the university in order to understand customer needs better. PROFILE of the OFFICE OF INFORMATION TECHNOLOGY With a focus on excellent customer service, UNLV Information Technology (UNLV IT) provides a full range of IT services, from leadership and enterprise solutions to training and support, for our students, faculty, and staff. As a partner in teaching, learning, research, and administration at a Top-Tier university, we are seeking team members who value innovation, collaboration, and excellence. We believe that every person brings unique experiences and perspectives that strengthen our team and help us serve UNLV’s broad community with empathy, which is a key to our success. Applicants seeking a values-driven environment that celebrates individuality and that are committed to service are highly encouraged to apply.

Requirements

An earned Bachelor’s degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA).
A minimum of one (1) year of experience supporting Instructional Technology applications such as web conferencing and video management/lecture capture applications in a higher education setting via direct user interaction as well as through email and ticketing systems, and experience developing support documentation and multimedia for instructional technology applications.
Experience with the support of an IT Service related to teaching and learning or higher education
Knowledge of Instructional Technology as it relates to Web Conferencing, Lecture Capture and Learning Management Systems
Knowledge of Personal Response and Polling Systems
Experience supporting faculty in a higher education environment
Experience working with an enterprise help support ticketing system
Understanding of current practices and requirements regarding accessibility in materials and applications
Exceptional customer service skills that demonstrate patience, flexibility, and tenacity with faculty, students, colleagues and external partners (such as educational technology vendors).
Demonstrated effectiveness in communicating orally and in writing to both technical and non-technical audiences
Creation of documentation and training materials utilizing a variety of methodologies, applications and technologies.
Providing training to individuals and groups via a variety of delivery methods
Skill in diagnosing and resolving technical issues across multiple platforms.
Demonstrated ability to collaborate effectively with a wide range of individuals, including both technical and non-technical staff
Demonstrated ability to communicate orally and in writing to both technical and non-technical audiences
Demonstrated ability to utilize multimedia products/applications to create documentation and support materials
Ability to prioritize multiple requests from a broad constituent base including: help requests, projects, outages, incidents, and other emerging needs
Ability to work autonomously and meet deadlines

Responsibilities

successful integration, design, delivery, support, administration, and marketing of instructional technologies used by faculty and students in face-to-face, hybrid, and fully online learning environments at UNLV
supporting instructional technologies such as lecture capture and instructional video systems, web conferencing systems, gamification systems, virtual reality learning technologies, and other instructional technologies as identified
teaching faculty
providing support
writing documentation
administering enterprise systems
collaborate with OIT's help desk to provide the training necessary to facilitate first-level support for the technologies
provide second-level support when support requests are more complex or require more expertise and time to provide an appropriate resolution
deliver training to faculty interested in using these technologies in individual, small, and large group settings
creating fully accessible instructional documents and materials for faculty self-support
establish and maintain working relationships with other units on campus, including the Office of Online Education, Teaching and Learning Commons, and other relevant groups