Information Technology Professional, Online Learning User Support Professional

United States, North America
Jul 24, 2014
Administrative Jobs
Technology, IT Support & Training

Michigan State University has been working to advance the common good with uncommon will for more than 150 years. One of the top research universities in the world, MSU focuses its vast resources and collaborative power on creating solutions to some of the worlds most pressing challenges, while providing life-changing opportunities to a vibrant and diverse community of students and scholars, athletes and artists, scientists and leaders.

Position Information

Posting Number: 9834

Internal Posting Date: 07-23-2014

Internal Closing Date: 07-29-2014

External Closing Date: 07-29-2014

Review of Applications begins on:

Job Title: Information Technology Professional

Position Title/Rank: Online Learning User Support Professional

Multiple Position Numbers

Multiple Position Numbers

Major Administrative Unit/College: Information Technology Services

Primary Department: 40000422 IT SERVICES TEACHING AND LEARNING

Position Employee Group: Professionals-AP

Appointment Basis:

Appointment Status:

Employment %: 100

Full-Time/Part-Time: Full-Time

Work Hours: Standard 8-5

Varied Work Hours (if applicable):

Project Tech/Flexible Appointment/Off-Date Information (if applicable):

Faculty: Salary Range
Support Staff: Pay Minimum
Salary Negotiable

If flex, dates of annual flex leave:

Pay Grade Level: 11

Position Summary: The successful candidate will provide tier II application support to users for the Teaching and Learning division of IT Services at Michigan State University; will troubleshoot, document, configure, train others, and evangelize benefits of academic applications; will work as embedded expert at Distance Learning Services helpdesk in MSU Libraries.

Faculty: Minimum Qualifications
Support Staff: Minimum Requirements
Knowledge normally acquired in the first two or three years of college, technical, vocational, or business school such as an Associate's Degree in computer technology or information systems, with coursework in an information technology specialization related to the area of employment; one year of related and progressively more responsible or expansive work experience handling customer support issues, supporting online learning applications, and supporting cloud services OR a Bachelor's degree in a computer technology area; or an equivalent combination of education and experience.

Typing Requirements (wpm):

Desired Qualifications: Experience in supporting teaching and learning online applications; experience working on or with a support desk to answer and resolve user calls; experience with Desire2Learn Learning Management System, Web Conferencing systems, online registration and consumer e-commerce systems; experience with enterprise streaming video platforms; account manager and vendor relationship experience; familiar with best practices for: ITIL processes, educational technology adoption, knowledge management, internal ticketing and 3rd-party ticket management; experience in training solutions, including developing materials and teaching in a class setting; excellent deductive reasoning skills; understands and accepts commitment to support a 24/7 service; strong oral and written communication skills; ability to work independently and with a team to accomplish complex tasks.

Summary of Health Risks and Physical Demands (if applicable):

Required Applicant Documents: Resume/CV

Optional Applicant Documents: Cover Letter
Other Document
Other Document 2
Other Document 3
Work/Writing Sample

Number of Reference Letters Required: No letters required

Special Instructions to Applicants:

Department Website Address:

Name/Title/Email Address of Search Committee Chair:

If flex, dates of annual flex leave:

If flexible appointment, indicate end date of annual flex leave:

If flex, number of months worked per year

Union Affiliation Union