The Information Technology Assistance Center at Kansas State University is seeking highly motivated individuals to fill a Computer Information Specialist position in Manhattan, KS. This position will work with a team of full-time staff and students on instructional technology support, design, installation, monitoring, maintenance, repair, and training. The primary responsibilty of this position will be to assist in the maintenance and day-to-day support of the more than 100 technology classrooms and six university computing labs. Equipment expertise includes PC's, Apple computers, DVD players, visual presenters, LCD and/or DLP projectors, audio amplifiers and mixers, various audio and video switching devices and electronic control systems. This individual will also maintain documentation of equipment and procedures pertaining to instructional technology environments. The position reports to the Instructional Technology Support Team Lead.
Responsibilities
Supporting Technology Classroom Environments and University Computing Labs
- Troubleshoot equipment failures and assist faculty/staff with issues encountered in over 100 technology classroom environments and university computing labs
- Provide quick and efficient response to calls to the hotline, which are sometimes after normal work hours and on weekends
- Ensure that the university computing labs and technology classrooms across campus are in a proper working order including regular maintenance of all A/V equipment, LCD/DLP projectors, DVD players, sound systems, visual presenters, PCs, Apple Computers, printers, and general infrastructure as well as regular cleaning to maintain functional instruction environments
- Coordinate with IT Help Desk staff to provide timely and efficient resolutions to users’ problems in technology classrooms and university computing labs
- Research equipment to purchase, generate equipment orders for approval, installation of equipment, configuration of new equipment and existing equipment as necessary
- Regularly update and maintain the Inventory Tracking System whenever new equipment is purchased or installed to ensure that records are always accurate and up-to-date
Training, Quality of Service, and Documentation
· Assist with the development, scheduling, organization, and delivery of training for the student staff
· Monitor the training provided to ensure that all student staff members are adequately prepared to answer questions via phone, Service Now, and in-person
· Develop and improve current training processes and documentation
· Supervise and assist with the development of work schedules for student employees, and assist in the selection process of new student employees
· Manage students with tasks assigned in Service Now
· Participate in all aspects of the IT-Team Quality of Service (QOS) Plan
· Provide impeccable customer service for all duties
· Work cooperatively with KSU IT Units, LAN Technologies, the Digital Library team, KSU Libraries to meet the IT needs of the campus community
Other duties
· Serve on iTAC and other university committees as appropriate
· Perform other duties as they relate to technology assistance within iTAC
· Pursue further professional development opportunities as fiscal resources permit
Mandatory Qualifications
· B.S. degree in an Information Technology field, or three years’ employment experience in electronics, electrical engineering, telecommunications, or information technology
· At least 3 years of experience working in a field related to audio/video or computing equipment and maintenance
· Experience in diverse learning environments including face-to-face, online and hybrid environments
· Proficiency in the use of software/applications such as: course management systems, trouble ticketing system, web design, presentation, word processing and publishing and html
· Willingness to learn new software as the position evolves
· Ability to communicate technical concepts to individuals with varying levels of IT skills from programmers to end users in classrooms and lab environments
· Proven track record of completing projects on time and the ability to balance multiple tasks and priorities effectively
· Adaptive to changing learning environments and levels
· Ability to learn new procedures and topics at a relatively quick rate
- Ability to work with little or no direction as necessary
- Excellent interpersonal, written, and verbal communication skills in relation to documentation, user guides and other materials used for training purposes
· Excellent troubleshooting skills are required, including the ability to think quickly in a high-pressure situation, the ability to quickly and clearly communicate verbally and non-verbally.
· Customer service orientation toward a diverse group of users who possess varying levels of technical skills. Troubleshooting often occurs when class is in session, technical support might occur via the telephone or in person with the instructor in front of the entire class.
· Working knowledge of general electronics
· Strong understanding of the Windows 7 and 8 operating system
Preferred Qualifications
· Experience with K-State Online, Microsoft Office applications, Dreamweaver, and Cascading Style Sheets
· Hands-on training and/or experience in supporting user access to Microsoft Windows AD servers
· Extensive knowledge and use of more complex Window-based applications, such as databases in a multi-user environment
· Experience with Microsoft Windows domains and Windows Server environments
· Experience in a higher education environment working with a team of technical staff and students
· Team player
Salary Range: $42,000 - $47,000
