Academic Technology Support Specialist

Academic Technology Support Specialist

Job Category: Academic Staff

Employment Type: Regular

Job Profile: User Support Specialist III

The Academic Technology Support Specialist works with UWL faculty, staff, students, and administration by assisting, consulting, identifying, acquiring, and implementing various technology-based learning tools. Other key elements of this position include assisting faculty, staff and students with maintenance and support for classroom and media technologies, distance/online education, digital signage, and instructional applications. The Academic Technology Support Specialist works alongside other ITS staff with planning, installation, integration, and security of these technologies, keeping consistent with best practices.

This position requires excellent problem‑solving and communication skills, as well as proven ability using current and emerging technologies. This position will need to offer support and in‑service instructional workshops and other campus activities. This position reports to the Director of IT Client Services, working within the established goals and priorities consistent with Information Technology Services.

Miscellaneous duties

• Research and remain current with teaching and learning technologies including video/web conferencing technologies.
• Create, document, and resolve Help Desk tickets.
• Provide cross training and professional development to other IT staff as needed.
• Engage in ongoing professional development related to position responsibilities.
• Other duties as assigned.

Classroom technology support

• Installation, integration, and securing of presentation/collaboration technology in campus learning spaces.
• Install, configure repair, maintenance, and support campus technology classrooms. Work with other IT staff in the installation, integration, security, support and functional assurance of classroom presentation/collaboration technology. Work to ensure a consistent standard is maintained throughout the university’s centrally managed technology classrooms.
• Work with other classroom support staff providing site support for the technology podiums; responding to support and repair requests, checking functionality and security of the technology as needed and ensuring equipment is in working order. Assess any reported or discovered operational problems, take corrective service measures or refer the issue to other appropriate ITS staff.
• Maintain equipment inventory and supply records. Assist with developing, distributing, maintaining clear podium and technology room documentation.
• Provide expert consultation for technology solutions; research, test and recommend emerging and/or upgraded technology solutions.
• Replace consumable supplies in technology classrooms as needed.
• Provide research, recommendations and solutions for upgrades, budget and/or procurement.
• Assist with university’s electronics recycling program.
• Train end users in the operation and usage of classroom technology.
• Participate and/or assist in instructional technology activities and events developed by ITS for faculty and staff.
• Work with network services, vendors, installers, and campus facilities in classroom renovation regarding classroom technology needs.

Video/Web Conferencing Support

• Support self‑service for recording and streaming of UWL classes.
• Consult with UWL faculty and staff to determine needs, clarify alternatives, and make recommendations with design of web conferencing and streaming services.
• Coordination and support of remote classes (UW System Institutions)
• Coordination and support of video/web conferencing with Center for Advancing Teaching and Learning (CATL).
• Provide technical support for video/web conferencing and lecture capture solutions.
• Administration of web‑conferencing solutions (e.g. Zoom)
• Support and assist with design of lecture capture solutions.
• Generate and publish knowledgebase articles and other training materials to assist with self‑service support.

• Associate’s degree in a technology‑related field or equivalent experience.
• At least 2 years of experience in information technology/educational media.
• Experience supporting classroom…