Technology Consultant

University of California, Los Angeles

Los Angeles (CA)

On-site

USD 70,000 - 95,000

Full time

7 days ago

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Job summary

The University of California, Los Angeles is seeking an Educational Technology Specialist 3 (TX) to provide hands-on technology support to faculty and staff across the Anderson School's classrooms and offices. You will diagnose hardware, software, and network issues, configure A/V equipment, and deliver training to users.

Working under the Director of CSS, you will manage tickets, maintain documentation, and participate in technology upgrade projects.

Qualifications

Minimum three years of technical service experience.
Strong customer service orientation and ability to relate to faculty, students and staff.
Ability to calmly handle difficult service situations.
Active listening and effective problem-solving approach.
Familiarity with Anderson School instructional needs.
Ability to prioritize tasks in a fast-paced environment.
Self-motivation and teamwork with minimal supervision.
Capability to work under time constraints and reprioritize as needed.
Willingness to learn new skills in a changing environment.
Must lift and move equipment up to 30 pounds.
Ability to explain diagnostic procedures clearly.
Knowledge of Microsoft Office, web browsers, collaboration tools, and hardware peripherals.
Familiarity with Blue, Zoom, Panopto, Office365, and related solutions.
Working knowledge of software installations for networked and single-user systems.
Troubleshooting hardware and replacing parts including printers.
Experience with Windows and Mac operating systems.
Experience with mobile devices (Android/iOS) and Office Mobile.
Knowledge of screen casting and connectivity issues.
Ability to anticipate and solve technical problems via diagnostics.
Strong service desk mindset.
Ability to communicate effectively in English, both written and verbal.

Skills

Technical service experience

Customer service

Training & documentation

Hardware/software troubleshooting

Office365 / Zoom / Panopto

Tools

Office365

Zoom

Panopto

A/V equipment setup

Job description

Department Summary

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 technological support to about four hundred Anderson School faculty and staff and two thousand 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, conferences 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, office hardware, 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 and business objectives and technical requirements and to provide consultation and support including setting up, configuring, testing, and troubleshooting A/V equipment, network, computers, and software systems in classrooms and other learning spaces for instructions, seminars, workshops, and conferences, as well as staff, faculty and student office and conference rooms, study spaces across the Anderson complex . This position will research, evaluate, implement, deploy, and support technologies solutions, as well as manage and participate in classroom and instructional technology upgrade and roll-out projects, including for staff, faculty, and student devices. This position reports to the Director, Client Support Services. Incumbent must be able to function effectively as a member of the Technology Services Team.

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. (Required)
Demonstrated ability to schedule, prioritize, and complete tasks in a fast-faced and demanding environment. (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-unit and the organization. (Required)
Must be able to lift and move equipment weighing up to 30 pounds. (Required)
Demonstrated ability to explain diagnostic and troubleshooting procedures to clients. (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)
Detailed knowledge of Anderson technology solutions, such as Blue, Zoom, Panopto, Office365, and etc. (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, including printers and other networked devices. (Required)
Working knowledge of the current Microsoft and Mac operating systems. (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)
Service Desk Task. (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 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)