Director of Faculty Technology Support
Date: May 9, 2019
Title: Director of Faculty Technology Support
Description: Under the supervision of the Director of the Technology Resource Center, the Director of Faculty Technology Support is the primary contact person for faculty who need technical support. The position involves troubleshooting and doing hardware repair and replacements and significant phone and in-person support and training. The Director of Faculty Technology Support works alongside the Technology Resource Center staff to ensure the effective operation of the Technology Resource Center including desk and phone coverage, and training and support of student workers. The Director of Faculty Technology Support is responsible for assessing faculty hardware requirements, collaborating on the procurement of equipment and assuring that faculty can have a seamless transition to new technology, including backups, transfer of files and training on new platforms. The Director of Faculty Technology Support co-administers the College’s learning environment (D2L) and takes the lead role in maintaining the learning environment. The Director of Faculty Technology Support is the primary faculty support person for the learning environment including training, custom course creation, and troubleshooting. The Director of Faculty Technology Support may provide direct training and manage specialized outreach activities which affect students, faculty and staff. This may include assessment of training need, direct training through workshops, classroom visits, small group and one-to-one training as well as the preparation of training documentation on technology processes. This also involves assessment of the effectiveness of those training programs.
Mission and Purpose
- Demonstrates a commitment to the mission and purpose of Hartwick College as a residential liberal arts institution by helping the Technology Resource Center to maximize the academic program and improve student experience and satisfaction. Instills this commitment in students in the department.
- Demonstrates a commitment to the mission and purpose of the department; instills this commitment in students in the department.
- Conducts new faculty IT orientation, assigns computer equipment and ensures the successful use of the College’s standard technology by faculty
- Ensures that faculty phone, e-mail and in-person support requests are addressed and resolved in a timely manner
- Assesses faculty computer equipment requirements and assists with planning and procurement of equipment
- Configures and distributes new faculty computer equipment including backup and transfer of files
- Maintains a loaner pool of computers for faculty and issues computers to adjunct faculty and to faculty whose computers are being repaired
Learning Environment (Brightspace/D2L)
- Co-administers the College’s learning environment and LE applications
- Maintains the learning environment and LE applications including system upgrades, system permissions, ticketing system, and integration of third-party products such as Turning Technologies clicker systems, and textbook manufacturer modules.
- Trains faculty in use of the learning environment
- Develops documentation for campus use of the learning environment
- Troubleshoots and resolves issues related to the learning environment
- Troubleshoots and repairs software problems for faculty, staff and students
- Troubleshoots and repairs College-owned hardware including computers and other equipment
- Responds to support calls to fix printers, computers and software problems in the field
- Provides phone, e-mail and in-person support for general technology questions and problems
- Configures and distributes new computer equipment including backup and transfer of files
- Assists the IT team and other College departments in the implementation of technology related projects.
Technology and Training Knowledge
- Completes applicable College coursework, reads industry periodicals, investigates new techniques and technologies
- Investigates technologies, software and best practices to improve service to the Hartwick community
- Demonstrates knowledge of training design and delivery and assessment techniques
- Demonstrates high-level knowledge and familiarity with College standard technologies and new technologies, particularly those best suited for college-wide application
- Goes to faculty classes on request to troubleshoot student issues or to teach common software programs in the context of a course
- Writes documentation for college-supported software applications and procedures
- Provide technology orientation to all new Hartwick faculty
- Provide learning environment training to faculty
- Provide learning environment training at new faculty orientation
- Conduct technology workshops, small group and one-one training for students, faculty and staff
- Evaluates the effectiveness of training programs
- Uses the Helpstar database to track requests for service
- Monitors assigned queues for new requests
- Maintains accurate records of service for open requests, closes completed requests
- Maintains records of faculty computer assignments including adjunct loaner equipment
Qualifications: Minimum requirements for this position are a Bachelor’s Degree from an accredited college or university with at least three years of experience with technology support and troubleshooting in a helpdesk environment. Must have experience with Windows, Macintosh, and Microsoft Office software; and experience maintaining a learning environment or equivalent systems. The position requires the ability to manage multiple tasks and have a strong customer service ethic and the ability to demonstrate tact under pressure. Highly developed communication skills across all media (written, oral, presentation, etc.) and a clear understanding of confidentiality is required. Prior experience supporting students, faculty and staff in a Liberal Arts college environment is desirable.
Certification in CompTia A+ and CompTia Network + is desirable. ACMT, HP (or selected College hardware provider), and learning environment administrator certification is required within one year of employment.