Instructional Technology Support Technician

Position is responsible for all Support Services functions within Information Technology Services. Support Services includes, but is not limited to, distance education initiatives learning management systems, flexible education technology, general help desk support, and any expansion of such technologies. The Technician will support these technologies, establish and maintain documentation and training materials, and develop analysis for trending, efficiencies, and improvements.

Responsibilities

Educational Technology Support:

• Provide tier 2 service and support to faculty and students for educational technologies such as Blackboard Student, Blackboard Collaborate, and various web and media interfaces.

• Serve as the back-up Blackboard system administrator.

• Provide assistance to students and employees in the operation of instructional technology equipment and software and perform troubleshooting, diagnosis, and resolution to issues with these systems. 

• Research and consult on best practices and use of emerging technologies to complement or replace current systems.

• Collect, interpret, design, and report functional data analytics for Help Desk issue trends and common solutions. Use this data to develop user-friendly documentation via various mediums to ensure user technology deficiencies are being addressed.

Documentation & Training:

• Develop and conduct technology orientation sessions and documentation for new student and new employee orientations.

• Develop and conduct technology security sessions and self-service modules.

• Review and evaluate IT operations training programs to ensure the administrative technical training needs of the college are being fulfilled. 

• Fully document and maintain IT service support processes for technical use, and paralleled documentation as appropriate for non-technical users.

• Fully document and maintain logs of service issue resolutions.

Assist Instructional Technology Systems Specialist to:

• Perform troubleshooting, preventive maintenance, and repair of audio-visual equipment, computer hardware, and software. Make equipment repair decisions; contact repair vendors; test repaired equipment.

• Install media equipment, computer hardware, and software in labs and faculty and staff offices.

• Investigate hardware problems and perform minor system hardware and communication connection repairs. Perform diagnostic testing.

• Perform in-depth testing of supported applications and hardware to resolve problems.

• Perform network troubleshooting to isolate and diagnose common network problems.

• Installation, configuration, and maintenance of all IP based education systems.

• Develop technical specifications for audio visual hardware and software to be installed. 

• Coordinate, schedule, and test conferences involving media equipment; coordinate media projects with contractors and staff. 

• Assist end users with the creation of digital media such as GIF’s, JPEG’s, AVI’s, MP3’s, Quicktime and RealAudio files, clipart, etc.; incorporate such media into instructional activities and teaching techniques.

• Duplicate and convert media in formats such as ½ and ¾ inch master VHS tapes, DVD, laserdisc, etc. into useable flexible formats more available to the computer/DVD player in various internal and distance classroom settings.

• Attend instructional classes and events to operate equipment, especially when the events include complex audio-visual requirements or an extra degree of reliability is required.

• Coordinate with other ITS staff the scheduling, delivery and retrieval of media equipment to ensure daily instructional needs of faculty, staff, and students are met.

Provide technical and documentation assistance to ITS management.

• Provide recommendations for specifications and purchase of hardware and software.

• Recommend standards, procedures, and techniques to improve the ITS Division and Blackhawk Technical College.

• Consult with technical staff on product integration to provide recommendations to meet customer’s business needs.

• Collaborate with technical staff to test the effectiveness of new application software or new releases of current application software.

Incorporate team building and participation concepts; establish positive working relationships as part of the BTC culture.

• Ensure effective written and verbal communications. Ensure communications are clear, objective, and sensitive to the stated purpose. Use tact in formulating a response.

• Employee is functioning as a team member, whether the team is ad hoc, formal, ongoing or associated with daily work.

• Employee’s ideas are contributed, a positive attitude is maintained, communications are open and professional, employee works toward the common goal, time and talent are used efficiently, results are produced, and are able to stay on task.

• Effective working relationships are developed and maintained, using positive, cooperative, and professional interactions with faculty, staff, students, coworkers, managers, and outside agencies and other individuals that you have contact with in your position.

• Employee actively participates in priority BTC activities as assigned.

• Day-to-day interactions with people are successful, productive, helpful and supportive.

Qualifications

Knowledge, Skills & Abilities:

• Strong proficiency with Microsoft Office Suite

• Ability to communicate effectively, both verbally and especially in writing, with associates in all levels of the college

• Thorough knowledge of Business English grammar, spelling, and punctuation to effectively edit and correct materials.

• Ability to analyze problems and situations, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals

• Knowledge of project management methodologies; ability to balance and prioritize projects, while maintaining focus, quality, and attention to detail

• Strong visual, written and oral interpersonal communication and customer service skills

• Ability to handle highly confidential and sensitive information

Education & Experience:

• Associate Degree in computer-related area from an accredited post-secondary institution or equivalent combination of education and experience.

• One (1) year experience in the maintenance and repair of various audio and visual equipment preferred.

• In-depth knowledge of multimedia equipment and presentation technologies is required; one (1) year recent-direct experience supporting multimedia presentation systems preferred.

• Experience in Higher Education preferred.

• Work experience/thorough working knowledge of multimedia/graphics tools, HTML editors, and browsers.

• Prefer technical certifications in A+, Networking +, CCNA, MCP, MCSA.

• Experience working with culturally diverse populations.