Reports To : Manager, Classroom Support
Department: Information Technology (IT)
Office Location : Charles Town, WV
FLSA Status : Exempt
Date Posted : September 18, 2012
Date Closing : Open Until Filled
Synopsis of Role:
The Classroom Support Specialist provides customer support and technical support to students and faculty in the use of the online learning management system(s) and related academic computing software. This role will serve as first-touch response and support for all end users. The Classroom Support Specialist will provide training to end users, perform diagnosis, trouble-shooting, and break-fix support for all issues related to access of and use of the American Public University System (APUS) learning management platform within support guidelines. The successful candidate will work in team environment supporting applications, development, and production systems operations and escalate network, server, and application issues to the assigned team members. This position will work primarily as a member of the team responsible for providing support to students and faculty taking or teaching online courses with APUS.
Work Environment and Physical Demands:
- Assists all users and students with their questions about any supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
- Provides support to students and faculty on the use of technology for instruction, including the use of the University’s learning management system(s), third party software tools, online plagiarism services, and Web-based content creation tools.
- Troubleshoots and resolves end-user issues related to the learning management system and related software.
- Receives, logs, documents, appropriately routes, and tracks classroom support problem or inquiry calls, and service calls from University-wide users and students.
- Documents and maintains classroom support operations and procedures.
- Identifies issues and trends; escalates issues as appropriate for timely resolution.
- Contributes to and maintains training materials and knowledgebase to ensure student/faculty self-service and continuous improvement process.
- Integrates content as needed to support efficient classroom operations.
- Repairs classroom content on request to support efficient classroom operations.
- Supports content migration, archive, and restore procedures to support efficient classroom operations.
- Assists with bug tracking and documenting application issues.
- Works with third party software applications to gather and disseminate necessary support information.
- Aids in the use of standard supported software.
- Provides “just in time” training for faculty and students who need assistance with academic instructional technology.
- Assists in monitoring the electronic classroom and IT support systems on a daily basis to confirm that scheduled actions take place as planned (classrooms open on time, for example) and to identify potential problem areas, for early resolution.
- Displays good analysis and problem solving skills, accurately analyzes a situation and utilizes creative problem solving.
- Provides initial diagnosis of computer related software and hardware issues and resolves computer related issues.
- Creates and manages user security and access within policies to ensure optimal productivity.
- Ensures compliance with University technology policies.
- Performs other duties as assigned.
- Standard office environment in Charles Town, WV.
- Must be able to move/lift equipment up to 50 pounds.
- Must be able to work a five day schedule during core business hours of 8:00am – 8:30pm, Monday - Saturday and 12:00 pm - midnight on Sundays.
- Must be available to work evenings and weekends as directed by the supervisor.
- Expertise in the support of Web-based applications.
- Ability to diagnose software and hardware problems.
- Ability to provide technical support by e-mail, phone, remote assistance, and face-to-face; professional demeanor and excellent communications skills are required.
- Good problem solving and analytical skills.
- Ability to work efficiently in a dynamic, expanding environment, both with and without direct supervision.
- Ability to learn the fundamentals of all software products used at the University.
- Ability to follow established workflow within the University’s service desk.
- Accurate reporting skills and attention to detail.
- Understanding of fundamental computer networking technologies.
- Willingness and ability to learn new skills.
- Bachelor's degree or equivalent experience in an environment similar to the University.
- Minimum three years' experience in end-user technical support with Web applications.
- Basic networking knowledge required.
- Previous customer service experience highly desirable.
- Knowledge of cross browsers configuration.