Senior Technology Consultant

UCLA; Los Angeles (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

UCLA Anderson ACIS is seeking an Educational Technology Specialist to provide hands-on technology support to about 400 faculty and staff and 2,000 students across the Anderson School of Management. You will support hardware, software, A/V equipment, LMS, video and web conferencing, and assist in classroom and meeting spaces.

You will configure and test devices, support classroom and office setups, and contribute to training materials.

Qualifications

• Minimum three years of technical service experience.
• Strong customer service orientation with the ability to work with faculty, students, and staff and with vendors.
• Ability to handle high-difficulty customer service situations calmly and efficiently.
• Effective English communication, written and verbal.
• Detail-oriented with ability to learn new skills in a changing environment.
• Knowledge of Office, web browsers, video conferencing, and email apps.
• Experience with hardware troubleshooting and replacement.
• Knowledge of mobile devices and screen casting/connectivity.
• Ability to anticipate and solve potential tech problems using diagnostics.
• Experience programming with APIs for systems integration.
• Ability to schedule and prioritize tasks in a fast-paced environment.
• Must be able to lift up to 30 pounds.

Responsibilities

• Provide hands-on technology support to faculty, staff and students.
• Operate A/V and video conferencing systems and LMS support.
• Configure and test computers, network, and software in classrooms and offices.
• Prepare training and documentation for users.
• Collaborate with ACIS teams to resolve issues quickly.
• Participate in classroom technology upgrades and rollout projects.
• Monitor helpdesk tickets, classroom hotline, and email inboxes.
• Assist with setup for seminars, workshops, conferences.

Skills

Technical support

Customer service

A/V equipment setup

Windows & Mac

Networking basics

APIs integration

Communication

Job description

Position Summary

Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Director, Client Support Services (CSS), the Anderson Technology Consultant provides technology support to about 400 Anderson School faculty and staff and 2000 students in various academic programs. The CSS team, which is made up of both full-time staff and student workers, advocates and supports the use of technology, which includes hardware, software, and A/V equipment, in Anderson classrooms and other learning spaces, as well as faculty and staff offices, conference rooms, and study spaces. The CSS team serves as the second-tier support at the ACIS Helpdesk, handling inquiries related to technology, such as video and web conferencing, classroom A/V equipment, learning management system, productivity and collaboration software, printers and etc. CSS collaborates closely with other internal teams within ACIS to ensure issues and requests are resolved as quickly as possible. The Technology Consultant will perform hands-on support tasks, resolve technical problems, monitor service ticket system, classroom hotline, and email inboxes, operate A/V systems, and provide training and documentation to Anderson and guest users. This position will have extensive interactions with Anderson staff, faculty, and students to understand course objectives and technical requirements and to provide consultation and support including setting up, configuring, testing, and troubleshooting computers, network, A/V equipment, and software systems in classrooms and other learning spaces for instructions, seminars, workshops, and conferences, as well as staff, faculty and student office and collaboration spaces across the Anderson complex. This position will research, evaluate, implement, deploy, and support technology solutions, as well as manage and participate in classroom and technology upgrade and roll-out projects, including for staff, faculty and student devices.

Salary & Compensation

• UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

• Minimum three years of technical service experience. (Required)
• Strong customer service orientation and possess the ability to establish and maintain cooperative working relations with faculty, students, Anderson and ACIS staff, as well as vendors and suppliers. (Required)
• Demonstrated ability to handle the highest difficulty customer service situations calmly, courteously and efficiently. (Required)
• Skill in portraying to the user availability and approachability, patiently listening to the user's description of the problem, probing with knowledgeable questions, interpreting information to advise and guide the user to an effective solution. (Required)
• Familiarity with Anderson School faculty research and faculty/student instructional needs. (Preferred)
• Demonstrated ability to communicate effectively in standard English, both written and verbally, to share information with co-workers and users and to explain details in a clear and concise manner. (Required)
• Self-motivating, able to work as part of a team sharing duties and responsibilities with peers, generating own assignments and completing them without supervisor involvement. (Required)
• Demonstrated ability to work under time constraints and competing requests for services, and to set priorities which accurately reflect the relative importance of job responsibilities. (Required)
• Demonstrated ability to learn new skills in response to a changing work environment and to expand the knowledge base on issues affecting the work-unit and the organization. (Required)
• Detailed knowledge of off-the-shelf PC and Mac software applications including Microsoft Office, web browser, video conferencing solutions, and email applications, as well as common hardware peripherals (setting up, integration and training). (Required)
• Working knowledge of software installations and testing procedures for networked and single user systems for Anderson supported software. (Required)
• Demonstrated ability to troubleshoot hardware problems and replace parts as necessary. (Required)
• Working knowledge of mobile devices, operating systems (e.g. Android and iOS), and software applications, such as Office Mobile. (Required)
• Detailed knowledge of mobile devices and screen casting and connectivity issues. (Required)
• Demonstrated ability to anticipate and solve potential computer, network, and A/V system problems through running appropriate diagnostic programs. (Required)
• Demonstrated ability to program with APIs and in various programming languages to integrating systems and data. (Required)
• Demonstrated ability to employ logical methodology while troubleshooting technical problems. (Required)
• Detailed knowledge of projection equipment and audio/visual equipment, including microphone, video camera, speaker, and etc. (Required)
• Demonstrated ability to explain diagnostic and troubleshooting procedures to clients. (Required)
• Demonstrated ability to schedule, prioritize, and complete tasks in a fast-paced and demanding environment. (Required)
• Must be able to lift and move equipment weighing up to 30 pounds. (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

Standard hours are Monday through Friday from 8:00 a.m. to 5:00 p.m.

Union/Policy Covered

TX-Systemwide Technical

Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Educational%20Technology%20Specialist%203%20TX%20(MI-DPT030000-JC007343-PD168098)