Academic Support Specialist

Colorado Springs, CO
Jan 26, 2021
Employment Type
Full Time
Institution Type
Four-Year Institution
The Office of Information Technology (OIT) Department is seeking an Academic Support Specialist. The Academic Support Specialist position resides within the Information Technology Department of the University of Colorado Colorado Springs. With direction from the OIT Manager of Academic Support, this position is responsible for providing smart classroom support to all OIT supported rooms at UCCS. Including but not limited to:

Provide ongoing support of smart classrooms, computerized classrooms and open computer labs, including responding to phone calls from faculty and customers requiring immediate technical assistance. Provide ongoing maintenance to smart classroom equipment. Train Information Technology student employees to provide customer support for generally funded campus computing labs and classrooms. Implement student employee hours and services to meet requirements. Ensure hours of operation are fully covered and staffed with student employees. Work very closely with service owners to ensure smart classrooms remain at peak operational efficiency and meet the needs of our faculty. Maintain training room schedule and work closely with events and conferencing teams to provide support within computerized classrooms. Ensure equipment in computer labs is properly maintained and issues are escalated to service owner. Assists with smart classroom and podium training to faculty. Who We Are:

The University of Colorado Colorado Springs (UCCS) is one of four campuses in the University of Colorado system and is home to over 9,500 undergraduate and 1,900 graduate students.

Colorado Springs (pop. 450K+) is situated at the base of Pikes Peak, offers many recreational and cultural activities and was recently ranked by U.S. News & World Report as one of the top Best Places to Live in the U.S.

Job Duties:

Work with managers and staff to meet user needs in a responsive, efficient manner:

Maintain technical and training documentation for Academic Services support.Maintain web pages and training materials for campus A/V.Participate in strategic planning meetings providing A/V and customer-oriented views.Work with department supervisors and Executive Director to establish department mission, goals and objectives. Help create long-term vision for the department and campus information technology.Assist with employees’ files and other documentation to make sure all are updated and comply with requirements of student employment. Maintain training program to ensure employees are able to properly support customers. Provide tech support and guidance on software installation, utilization and troubleshoot:

Respond to third level escalations.Determine root cause for escalated problems.Diagnose, fix and document complex system problems.Exchange technical information with colleagues.Stay current with technologies, and continuously adapt the procedures used to complete the functions of the Information Technology Department. 

Provide support and lead problem solving and implementation efforts for customer problems

Communicating with end users regarding A/V technology usage.Work with faculty members to demonstrate products and facilitate discussion regarding use of technology in the classrooms.Support meet and greet sessions with internal and external customers, facilitate the set up and running for non-class related presentations.Provide immediate support if a call gets escalated from student employees or IT Help Desk. Support a quick response time to various buildings throughout campus, this sometimes means quick trips across campus.Assist IT Staff in other projects and duties as assigned. 

Designs, develops, builds and evaluates products or technologies

Provide internal consultation as an A/V subject matter expert. Meet with vendors/prospective vendors to evaluate products.Research and recommend A/V hardware to Manager and Director as requested.Understanding of network systems and how they are used in A/V. 

Interact with other organizations to develop solutions for anticipated IT technical needs

Strong customer service experience: understanding of customer's needs, customer service attitude; understanding of the University, and how it is impacted.Manage ongoing maintenance and repairs to campus technology.Use the Information Technology Service Management (ITSM), currently Cherwell Service Management to track incidents and service requests. Verifying all requests are logged and properly resolved according to Service Level Agreements. 

Job Competencies:

Knowledge of various A/V control system programs and hardware.Strong understanding ITIL/ITSM principals.Ability to move quickly throughout campus to resolve various A/V issues within numerous schools on campus.Advanced knowledge and understanding of Windows 10 and greater, Mac OS and Mobile operating systems.Strong Customer Service Experience: Understanding of customer's needs, customer service attitude.This position has been determined to be exempt from the overtime provisions of the Fair Labor Standards Act (FLSA).

*This position is required to work on campus to support the institution, no remote work available.

What We Offer:

Salary Range: Generally starting at $41,824/yr - $47,052/yr

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid vacation and time off, and a tuition benefit. Information on university benefits programs, including eligibility, is located at Total compensation goes beyond the value on the paycheck.  Please consider reviewing the Total Compensation page at Total Compensation Calculators | University of Colorado 

Tentative Search Timeline:

  • The potential dates for interviews with the search committee will be the week of 15-18 Feb 2021
  • The potential dates for interviews with the supervisor and appointing authority will be the week of 24-26 Feb 2021
  • The potential employee start date is 15 March 2021 or 1 April 2021
The University of Colorado Colorado Springs is committed to providing a safe and productive learning, living and working community. To assist in achieving this goal, we conduct background investigations for all prospective applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history check. 

UCCS is an equal opportunity and affirmative action employer. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, the University of Colorado does not discriminate on the basis of race, color, creed, religion, national origin, gender, disability, age, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation or political philosophy in its programs or activities, including employment, admissions, and educational programs. Alternative formats of this ad can be provided upon request for individuals with disabilities by contacting the Office of Human Resources at (719) 255-3372.

To perform this job successfully, an individual must be able to perform each of the established essential functions and meet the physical and environment demands described satisfactorily. The requirements listed are representative of the knowledge, skill, ability, physical and environmental conditions required of the employee on the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, physical and environmental demands.

Applicants with disabilities: If you have a mental or physical impairment, which limits one of your major life activities (e.g. walking, hearing, seeing, speaking, breathing, or learning) and require special accommodations for testing or interviewing, it is your responsibility to notify the office scheduling the interview or test at least 3 working days before the interview or test date.  If you need special accommodations at the work site, you must notify the appointing authority or Human Resources.

The Immigration Reform and Control Act requires that verification of employment eligibility be documented for all new employees by the end of the third day of work.

Minimum Requirements:

  • Position requires graduation from an accredited college or university with a bachelor’s degree or able to graduate within one year from date of hire, and a minimum of six months of previous AV professional troubleshooting experience.
  • One year of various experience in A/V control system programs and hardware.

    Preferred Requirements:

    One year of experience with ITIL/ITSM principals.One year of previous A/V troubleshooting experience in a college setting.Four years customer service experience. 

    Physical Requirements:

    While performing the duties of this job, the employee is frequently required to stand and walk. Employee is frequently required to bend, knell, stoop, crouch, crawl and reach; light energy requirements and fine motor skills. Communicating within normal range. The employee must occasionally lift and/or move up to 50 pounds and frequently lift and/or move up to 20 pounds.

    Job Category: Information Technology
    Primary Location: Colorado Springs
    Schedule: Full-time
    Posting Date: Jan 25, 2021
    Unposting Date: Ongoing

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