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Academic Technology Consultant

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POST DATE 8/10/2016
END DATE 11/12/2016

Trustees of Dartmouth College Hanover, NH

Company
Trustees of Dartmouth College
Job Classification
Full Time
Company Ref #
1125550
AJE Ref #
575836319
Location
Hanover, NH
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
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POSITION PURPOSE

Under minimal supervision, provides technical and computer support and acts as trouble-shooter for students and faculty involved in The Dartmouth Institute s educational programs. Assists with course development for both online and hybrid programs and facilitates synchronous sessions for online educational programs. Diagnoses user software, hardware, and system problems and provides guidance and instruction on problem resolution. Makes contacts with other computer departments, when necessary, on behalf of the end-user to facilitate resolution of the end-users problem. Provides input for policy development and enforces security policies.

SKILLS & KNOWLEDGE

* Excellent customer service, interpersonal and communication skills.

* Strong knowledge of Macintosh and Windows OS, standard productivity applications, hardware and peripherals.

* Passionate about information technology.

* Strong knowledge of applications software such as Microsoft Office Suite, Endnote, Filemaker, HelpScout, or similar.

* Demonstrated proficiency in troubleshooting hardware, as well as resolving user issues with web-based media.

* Ability to work independently and as part of a team; prioritize workflow and organize tasks, with frequent interruptions.

* Commitment to diversity and to serving the needs of a diverse population.

MINIMUM EXPERIENCE

* Minimum of three to four years of relevant experience in a personal computing environment.

* Experience in an academic setting desirable.

* Proficiency with synchronous meeting software (i.e., Adobe Connect or similar).

* Video production, capture and editing experience (i.e. Camtasia or similar).

* Bachelor s degree or related field or the equivalent combination of education and experience.

* Proven commitment to continued professional development of technical support and customer relations skills.

* Experience with web design and HTML programming language advantageous.

MINIMUM EDUCATION

* Bachelor s degree or related field or the equivalent combination of education and experience.

SEIU LEVEL
Not an SEIU Position

FLSA
Exempt

EMPLOYMENT CATEGORY
Regular Full Time

DEPARTMENT CONTACT FOR COVER LETTER
Abigail Underhill

EQUAL OPPORTUNITY EMPLOYER

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.

SPECIAL INSTRUCTIONS TO APPLICANTS

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

KEY ACCOUNTABILITIES

KEY ACCOUNTABILITIES

User and Course Support

* Provides proactive technical support via email, web, and phone to remote students and program faculty, including occasional night and weekend coverage; provides technical support for learning and content management systems.

* Conducts and provides technical support for synchronous online meetings.

* Provides assistance with classroom audio-visual equipment.

* Assists in the development and delivery of proactive computer and e-learning application training for students and faculty.

* Tests and helps develop documentation concerning computing systems and IT services and programs. When requested, tests new technologies and applications and analyzes the feasibility of their adoption.

Education Technology

* May assist Instructional Designers to build and maintain courses in the Learning Management System (LMS).

* Uploads and links multimedia content to streaming servers and internal and external sources.

* Identifies and tests new technologies for the delivery of TDI educational programs.

Customer Service

* Triages problems quickly and effectively resolves or appropriately refers problem for prompt resolution and associated follow-up, at all times maintaining a high level of customer satisfaction and professionalism in a stressful environment characterized by high customer expectation.

* Responsible for responding in a professional and timely manner to user requests for assistance on the complete range of inquiries and problems with MacIntosh and Windows computers, printers, modems, and other personal computer peripheral devices.

* Responsible for providing basic support on mobile device setup and functionality of built-in mobile device features, Dartmouth email setup, and Calendar synchronization programs for compatible devices.

* Responsible for trouble shooting software applications.

* Responsible for analyzing user needs and identifying appropriate solutions.

* Contributes to the development of policies and procedures.

* May perform computer and computer peripherals installations.

* Implements best practices for maintenance of malware protection and system patches.

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Performs other duties as assigned.