Technology Support Specialist

Job Essential Function 1
Percent of Time: 90%
End-User Instructional Technology Support: 
 
Working within an instructional technology support team, provide first-level user support for campus instructional technology users, particularly assisting those using a learning management system (LMS). 
Support issues include using and accessing both Canvas and custom UCI learning management web applications, as well as assisting with third party tools and services that are integrated with Canvas. Clients include all UCI faculty, teaching assistants, staff, and students with varying levels of technical understanding. 
Support is provided via phone, email, and in person as needed. Prepare and maintain relevant service documentation. Interface with enterprise incident management system. File support tickets with vendor support staff where the issue can't be resolved locally.
 
Job Essential Function 2
Percent of Time: 10%
Web Development Support: 
 
Using quality assurance best practices, ensure the quality of custom UCI learning management web applications by testing that development deliverables function correctly and satisfy requirements. 
Execute on established QA test plans including test cases and success criteria. Document and clearly communicate about issues encountered. 
Report, document, and track bugs and other technical issues using an issue management system. Organize and track issues over time, updating their status or resolving them as appropriate. Quality assure and verify bug fixes.
 
SKILLS, KNOWLEDGE AND ABILITIES:
 
Required:
One (1) year of experience, with a BA/BS degree or equivalent combination of education and experience. 
Experience providing frontline technology support for a large and diverse user community. 
Experience working effectively in a team-based support environment, assisting with investigation, triage, and referrals. 
Strong written and oral communication skills. 
Ability to set and meet deadlines and maintain appropriate communication with manager and project stakeholders. 
Valid California Driver's license.
 
Desired:
Familiarity with learning management systems (such as Canvas, Moodle, Blackboard). 
Experience managing referrals and troubleshooting in a support context. 
Experience working in a collaborative, agile development environment. 
Experience working within a university or higher education environment.
 
Below are general guidelines on the position's physical, mental, and environmental working conditions.
In accordance with applicable state and federal law, UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-5210.
Bend: Occasionally
Squat: Occasionally
Crawl: Occasionally
Climb: Occasionally
Kneel: Occasionally
Handle Objects: Occasionally
Push/Pull: Occasionally
Reach Above Shoulder Level: Occasionally
Sit: Occasionally
Stand: Occasionally
Walk: Occasionally
Use Fine Finger Movements: Frequently
Carry/Lift Loads up to 25 Pounds: Occasionally
Carry/Lift loads between 25-50 lbs: Not Applicable
Carry/Lift Loads over 50 Pounds: Not Applicable
Read/Comprehend: Constantly
Write: Constantly
Perform Calculations: Constantly
Communicate Orally: Constantly
Reason and Analyze: Constantly
Chemical/Biological Agent: Not Applicable
Construction Activities: Occasionally
Contact with Water/Liquids: Not Applicable
Drive Motorized Equipment: Occasionally
Confined Spaces: Not Applicable
Elevated Work Location: Not Applicable
Radioactive Materials: Not Applicable
Temperature Variations: Not Applicable
Gas System: Not Applicable