Duties & Responsibilities

Manage Help Desk Student Workers (45%)

- Developing and improving policies, procedures, and standards.
- Leading the team to hire new graduate students.
- Developing training for new student staff, including supervision of peer training.
- Supervising the student staff, including staffing the manager on duty office, scheduling student shifts, and coordinating Graduate Assistant projects.

Customer Service, Support, and Training (25%)
- Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
- Monitoring the ticket system (currently TDX) for new and outstanding requests, update the request system regularly, and assign requests to appropriate individuals.
- Working on a team of IT professionals supporting instructional, research, and administrative computing in the School of Information Sciences.
- Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
- Developing and delivering training for faculty and staff in the iSchool.
- Work to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
- Work to resolve customer satisfaction issues, including those elevated from the iSchool Help Desk.
- Documentation

eLearning System Support (15%)
- Maintaining systems related to hybrid course delivery (both online and in-person students) for the college’s online programs and e-learning offerings including in-room systems and cloud-based services.
- Providing support for teaching and learning technology used by iSchool online programs.
- Creating and maintaining the teaching and learning infrastructure, including LMS templates, semester-cycle tasks such as creating new course spaces, migrating content from prior courses, archiving old courses, etc.
- Assisting in designing and supporting classroom technology systems and work to adapt such systems to the unique needs of the unit where necessary.
- Supporting faculty, instructors, and teaching assistants in use of learning management systems (LMS, currently Canvas), including both standard templates and specialized implementation.
- Researching emerging technologies in the eLearning and multimedia field.

Professional Development (10%)

- Keeping abreast of current technologies for course delivery.

- Representing the iSchool for help desk and instruction technology related topics on and off campus.

Other duties as assigned (5%)