Job Description

Posting Number

Internal Recruitment

Working Title

Anticipated Hiring Range

Work Schedule

Job Location

Department

About the Department

Essential Job Duties

• Identify, develop and implement enterprise-level administrative best practices, methodologies and standards.
• Consult and provide technical guidance, assistance and expertise for college level administrators to ensure robust delivery of online educational content & maximum utilization of systems and services.
• Work with functional areas (internal DELTA & internal NC State) to understand business needs and determine how DELTA supported applications can meet those needs.
• Liaise with DELTA & NC State technical personnel to ensure consistent capture/recording results and continuous delivery of online course materials to students, through actions such as:
  • Engage and collaborate with the community of NC State college-level Department Admins & faculty and staff content creators to understand their relevant business processes and needs.
  • Engage and collaborate with DELTA PHP developers, DELTA IST & ILSS peers, Learntech colleagues & DE administration/staff to determine potential improvements/feature requests and/or DELTA programming to augment and/or enhance our supported services.
  • Work with DELTA colleagues noted above, relevant NC State stakeholders & DELTA management to craft policies & procedures based on functional specifications.
  • Participate in analyzing problems, developing solutions and communicating said solutions effectively.
  • Provide analytical data regarding lecture capture usage & trends
  • Plan and Submit feature requests and feedback on known issues to vendor support. Open support tickets & follow cases through resolution.
  • Contribute to the development of effective KBA’s & training materials with DELTA Learntech colleagues by analyzing and assessing customer needs. Ensure proper online help material is available. Create training materials to provide customer resources & accommodate self-learners.

Other Responsibilities

• Collaborate and consult with other DELTA staff (e.g. support/help desk staff as well as technical staff) to resolve technical issues/problems related to directly managed applications and other applications supported by the team.
• Provide comprehensive content management services to NC State internal clients (faculty, departments; colleges & staff).
• Observe system processes to note & resolve problems and to improve system processes and procedures.
• Develop changes and enhancements to ​the lecture capture system. Leverage DELTA technologies to the highest possible degree to improve student success.
• Run analytics to review, analyze & evaluate current system(s) to implement improvements.
• Make recommendations to DELTA management for improvements for systems, processes & procedures.
• Provide customer service and quality control for all stakeholders ​of DELTA supported applications.
• Resolve technical problems to ensure client satisfaction.
• Provide Tier Two & Three level support with internal and external organizations, as well as for support of instructional content.
• Update & create internal supported system documentation.
• Determine technical needs of supported systems; provide information to DELTA leadership.
• Manage technical projects for assigned programs.
• Participate in special projects involving other DELTA teams, campus partners, software developers & vendors as assigned.

Minimum Education and Experience

• Bachelor’s degree from an appropriately accredited institution and three (3) years of experience in the Information Technology Field related to the position’s role OR
• Bachelor’s degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and one (1) year of experience in the Information Technology Field related to the position’s role OR
• An equivalent combination of education and experience

Other Required Qualifications

• 3+ years of at least Tier Two level Technical Support and Customer Service experience.
• Proven customer focus with outstanding interpersonal skills and the ability to work and motivate individuals.
• Excellent verbal, written communications, and customer service skills
• Support Experience with ITSM solutions, such as ServiceNow or equivalent
• Excellent knowledge of Panopto enterprise software applications commonly used for lecture recording, screencasting, video streaming, and video content management software or equivalent.
• Eight plus years of experience in information technology, customer service, or higher education.
• Excellent knowledge of Zoom Unified Communication and Collaboration Platforms.
• Excellent problem solving and analytical skills.
• Experience working in Help Desk or Technology Support Environments.
• Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization’s Values.
• Basic knowledge of computers and computer networks.
• Basic knowledge of concepts, best practices, and procedures in audio video conferencing technologies.
• Demonstrated commitment and ability to work with a varied group of students, faculty, staff and constituents in support of campus and department missions.
• One or more technical certifications including, CTS, COMPTIA A+, Network+, etc.
• Experience working in Higher education supporting faculty and AV/IT inside classroom environments.
• Proficient skill set in today’s technologies such as Windows 11, MS Office/Office 365, VPN’s, Apple IOS, Android.

Preferred Qualifications

• Experience supporting all levels of users and staff, with integrity, confidence and excellent customer service skills.
• Experience supporting and administering Zoom’s cloud platform.
• Experience with Zoom, Zoom Webinars, and Zoom Event, and other meeting solutions is a plus.
• Experience with G Suite for Education, Microsoft Office, Teams, Moodle.
• Experience collaborating and coordinating with varied groups/departments.
• Experience with project management and execution.
• Experience with room-based videoconferencing, VoIP and SIP/H323 protocol.
• Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.

Required License(s) or Certification(s)

Valid NC Driver's License required

Commercial Driver's License required

Job Open Date

Anticipated Close Date

Special Instructions to Applicants

Position Number

Position Type

Full Time Equivalent (FTE) (1.0 = 40 hours/week)

Appointment

Mandatory Designation - Adverse Weather

Mandatory Designation - Emergency Events

Department ID

AA/EEO

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