Academic Technology Specialist 2 (Hybrid), Digital Technology Solutions
University of Cincinnati

Cincinnati, Ohio

Posted in Education and Training


This job has expired.

Job Info


Current UC employees must apply internally via SuccessFactors > http://bit.ly/UCEMPL Founded in 1819, the University of Cincinnati ranks among the nation's best urban public research universities. Home to more than 47,000 students, 10,500 faculty and staff and 330,000 alumni, UC combines a Top 35 research university with a physical setting The New York Times calls "the most ambitious campus design program in the country." With the launch of Next Lives Here, the Cincinnati Innovation District, a $100 million JobsOhio investment, eight straight years of record enrollment, worldwide leadership in cooperative education, a dynamic academic health center and entry into the Big 12 athletic conference, UC's momentum has never been stronger. UC's annual budget tops $1.6 billion and its endowment totals $1.9 billion. Job Overview

Provide tier 2 customer support for the enterprise systems and services that make up the university's eLearning ecosystem. Identify, monitor and report support themes and work collaboratively with the Service Desk, system administrators, service owners, other eLearning partners, and unit level teams to provide holistic support and facilitate continuous service improvement.

Essential Functions
  • Work closely with the service desk, tier 1 vendor support teams, and system administrators to provide superior customer service for "how-to" help and incident response for all learning related technologies and services.
  • Provide direct customer support for learning technologies including in-depth diagnostics, troubleshooting, and problem-solving.
  • Consult with community members in order to provide tool recommendations that meet user needs.
  • Identify systemic issues and coordinate with the appropriate teams.
  • Maintain up-to-date knowledge of emerging eLearning technologies.
  • Conduct testing and configuration of tools as feature changes occur.
  • Evaluate and recommend updates to incident models.
  • Provide additional support for content accessibility related issues.
  • Provide additional support for third party vendor tools.
  • Perform related duties based on departmental need. This job description can be changed at any time.
Required Education
  • Associate's Degree in Information Technology, Information Systems, or related field.
  • Five (5) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.
Required Experience
  • Three (3) years of experience and/or training includes basic to intermediate level troubleshooting of hardware and software. Experience may include Support Technician, Support Center Analyst, Microsoft Certified IT Professional or Microsoft Certified Systems Administrator certification, or related experience.
  • Experience supporting or administering Learning Management Systems (LMS).
  • Experience with WCAG 2.0 and related accessibility knowledge.
  • Ability to effectively communicate issues and resolutions to customers, other support teams and all levels of the organization.
  • Strong technical aptitude and ability to research & solve complex issues independently.
  • Ability to work collaboratively and independently with professional staff members across multiple divisions at a research-intensive university.
  • Advanced understanding of eLearning technologies and their application in a higher-education learning environment.
  • Customer-service orientation, attention to detail, and creativity in problem solving.
Additional Qualifications Considered
  • IT Service Desk experience.
  • Superior knowledge and experience working with Instructure Canvas, Blackboard Learn 9.x/Ultra, and/or D2L.
  • Experience supporting Echo360, Kaltura, WebEx, and other academic technology.
  • ITIL Foundation certification.
  • Experience working in a university setting, specifically working directly with faculty.
  • Experience with learning management system API
  • Experience with SQL.
Physical Requirements/Work Environment
  • Sitting - Continuously
  • Repetitive hand motion (such as typing) - Continuously
  • Hearing, listening - Continuously
  • Talking - Continuously
  • Standing - Often
  • Walking - Often
  • Lifting - up to 20 pounds - Seldom
  • Compensation and Benefits

    UC offers a wide array of complementary and affordable benefit options, to meet the financial, educational, health, and wellness needs of you and your family. Eligibility varies by position and FTE.

    • Competitive salary dependent on the candidate's experience.
    • Comprehensive insurance plans including medical, dental, vision, and prescription coverage.
    • Flexible spending accounts and an award-winning employee wellness program, plus an employee assistance program.
    • Financial security via our life and long-term disability insurance, accident and illness insurance, and retirement savings plans.
    • Generous paid time off work options including vacation, sick leave, annual holidays, and winter season days in addition to paid parental leave.
    • Tuition remission is available for employees and their eligible dependents.
    • Enjoy discounts for on and off-campus activities and services.

    The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

    The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.

    REQ: 91781


    This job has expired.

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