Help Desk Technician - CLOSED

DEPARTMENT:

Center for Learning and Technology

REPORTS TO:

Director, Center for Learning and Technology

CLASSIFICATION:

Exempt

ESSENTIAL FUNCTIONS:

• Via phone and online, troubleshoot technical issues related to the following systems: learning management system; browsers and operating systems; web-based media and document servers; multi-media; e-mail; audio-visual equipment; other desktop support as needed.

• Develop and maintain online library of standard technical protocols for developing and maintaining Angel LMS courses, for use by Help Desk staff, Library staff, and instructional designers.

• Copy courses and check technical settings in online and hybrid courses.

• Support faculty and staff Gmail and Google Apps.

• Provide technical support to Lab and Classroom Support Specialist with AV setup and troubleshooting.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

• Bachelor’s degree in Computer Science or equivalent work experience.

• Proven experience providing effective technical user support to learning management systems within an academic environment. Preference for Angel LMS 7.3.

• Proficient with Microsoft Office Suite (2004, 2007) and Office for Mac (2004, 2008). Knowledgeable of other desktop systems (e.g., NeoOffice).

• Proven troubleshooting experience with: â–ª Windows XP, Windows Vista, Mac Tiger, Leopard, and Snow Leopard operating systems. â–ª Various browsers (e.g., Internet Explorer 6 and 7; Firefox 3.0 and 3.5; Safari, Opera, etc.).

• Familiarity with troubleshooting Adobe Captivate 4.0 and Creative Suite 4.0 products.

• Familiarity with media servers and open source multimedia products (e.g., Audacity).

• Working knowledge of standard audio-visual equipment.

• Ability to be organized and multi-task effectively, including being self-directed and taking initiative.

• Excellent communication skills, as well as proven, excellent customer service skills.

Highly Desired:

• Experience with Windows Server 2003, 2006 SQL Server, and Exchange 2003.

• Experience with Blackboard 8 or 9, Moodle 1.9.2 or higher.

• Working knowledge of G-Mail and Google online services.

• Working knowledge of Jenzabar EX SIS and JICS or other web portal software.

• Working knowledge of Java and JavaScript; knowledge of PHP and Linux.

POSITION HOURS:

Full-time, 40 hours per week. Position requires extensive evening and weekend hours.

BENEFITS:

University-paid medical, dental, and vision coverage for the employee. Three weeks paid vacation; paid sick leave and holidays; tuition waiver program; life and disability insurance; and generous retirement plan.

TO APPLY:

Submit a cover letter and resume to Human Resources by Friday, November 6, 2009.