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Support and Training Specialist II

Basic Position Information

Job Code: 4107

Title: Support and Training Specialist II

Department: Campus Solutions Services

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: Instructional Technology

FLSA Classification: NE

Job Grade: 14

Grade Min: $52,981

Grade Mid: $63,578

UHD Succession Plan: N/A

Criticality of Position: N/A

Career Ladder: Pre-Defined

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Support and Training Specialist II facilitates training, troubleshoots, offers guidance, and spreads awareness about new tools and technology to faculty, staff, and students.

Duties

  • Provides support and guidance for faculty, students, and staff using Blackboard, Zoom, online publishing software, Respondus LDB, and other technical tools, by answering questions, troubleshooting issues, and carrying out requests
  • Provides training and maintains training documentation for supported software
  • Provides documentation and records how-to videos for implementing technology in university courses
  • Provides hands-on assistance for faculty who request personalized instruction and assistance with the implementation of technology
  • Acquires and maintains up-to-date knowledge of all supported technologies as they change or are replaced
  • Researches new technology; develops and evaluates technology for future services and tool applications

Marginal Duties

  • Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

  • Associate's degree or 60 hours of college course work

Required Experience:

  • Minimum of three (3) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • Bachelor's degree in Education, Business, Technical Writing, Computer Science, or a related field is preferred

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of Customer Relational Databases;
  • Knowledge of CMS management

Skills:

  • Comprehensive technical skills;
  • Excellent analytical and problem solving skills;
  • Strong training skills;
  • Video production and editing skills

Abilities:

  • Ability to troubleshoot systems and develop solutions;
  • Ability to prioritize and organize;
  • Ability to create and edit webpages;
  • Ability to present information effectively

Work Location and Physical Demands

Primary Work Location:

  • Works in some or all of the following environments during the working day; an office, lobby customer service island, reception area, classroom, training room, or an auditorium

Physical Demands:

  • Work is performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements;
  • Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
  • Precise hand-eye coordination is required
  • Ability to identify and distinguish colors is required. Must be able to move up to 40lbs

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Instruction/Training

  • Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
  • Generates interest and enthusiasm in the subject or message from the participants.
  • Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
  • Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
  • Displays applicable visuals and provides appropriate written materials to support the presentation.

Technical Expertise

  • Possesses comprehensive knowledge and skills in a technical area.
  • Effectively applies expertise to troubleshoot existing systems and develop solutions with existing technology.
  • Competent to learn new technologies and integrate them with existing technology.
  • Willing to share expertise and provide technical assistance to others.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:13 AM