Instructional Technology Assistant - SOM Office of Medical Ed

The Instructional Technology Support Assistant provides in-person,on-site technical support for the MD Program curriculum, including IT helpdesk, classroom audiovisual, presentation, learning technology, and examination support. The position supports medical students and faculty members with active teaching responsibilities in the MD curriculum and is expected to perform most duties from designated campus instructional locations.

Applies entry-level professional knowledge, concepts, principles,and skills within defined parameters. Demonstrates initiative and discretion in resolving routine and non-routine matters. Assignments, expectations, and deadlines are established by the supervisor, who may review work for quality. The position contributes to reliable instructional delivery, positive end-user experiences, documentation, preventive maintenance, and compliance with applicable University and School of Medicine technology policies.

• Provides daily in-person, on-site support for lectures, small-group sessions, laboratories, and other MD Program instructional activities.
• Assists faculty and students with digital images and audio, Microsoft PowerPoint, Poll Everywhere, Solstice wireless presentation equipment, enterprise learning applications, and virtual meeting technologies such as Zoom and Microsoft Teams.
• Loads, tests, and validates presentation or instructional content before classes, meetings, examinations, and other scheduled activities, as assigned.
• Diagnoses and troubleshoots computer hardware, software, audiovisual, projection, audio, display, presentation, and connectivity problems; uses discretion to determine the appropriate course of action and escalates issues outside the position's support scope.
• Advises faculty on practical course-delivery, presentation, conferencing, and media options based on the instructional outcome they are seeking to accomplish.
• Provides general-use training and just-in-time coaching for presentation delivery systems, classroom technology, and videoconferencing software to lecturers, small-group faculty, and meeting hosts.
• Provides responsive, professional customer service during time-sensitive instructional activities and communicates status, workarounds, and escalation needs clearly.

• Provides on-site support for equipment in designated UME instructional spaces, including small-group rooms, lecture halls, and the anatomy laboratory.
• Performs routine hardware and software maintenance, printer support, supply replenishment, problem reporting, and general upkeep of instructional technology equipment and spaces.
• Conducts and documents preventive maintenance activities at least monthly and before high-impact instructional or examination events when assigned.
• Monitors the appropriate use and security of audiovisual, multimedia, video, and information technology equipment.
• Maintains accurate service records and promptly report(s) equipment failures, room-readiness concerns, recurring incidents and replacement needs through established channels.

• Provides in-person and remote end-user support to medical students, including basic troubleshooting for Windows and macOS devices, Microsoft 365 applications, wireless or network connectivity, browsers, peripherals, and approved educational software.
• Provides on-site exam support and basic troubleshooting for device readiness, connectivity, authentication, and approved examination software, including NBME examination software when applicable.
• Uses discretion to select the best immediate response, workaround, or escalation path while protecting exam integrity and minimizing disruption to the testing environment.
• Provides guidance on proper computer use, software maintenance updates, and virus or malware prevention within applicable UMB and School of Medicine policies.
• Uses standardized School of Medicine helpdesk ticketing and end-user management systems to record incidents, actions taken, outcomes, and required follow-up.

• Conducts individual and group training presentations on designated instructional technologies, software applications, classroom systems, and technology-supported teaching practices.
• Creates, updates, and contributes to user guides, checklists, standard operating procedures, troubleshooting documentation,…