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LearnTech Support Technician
Job Description
Posting Number
PG193302SPInternal Recruitment
NoWorking Title
LearnTech Support TechnicianAnticipated Hiring Range
$62,250 - $64,400Work Schedule
Monday - Friday, 8am-5pm with flexibility based on business needs. Hybrid work schedule consisting of both remote and on-site work is available.Job Location
Raleigh, NCDepartment
DELTAAbout the Department
DELTA’s role within the Office of the Provost is to advance the integration and support of learning technologies in NC State’s academic programs and courses, both on campus and at a distance. DELTA supports distance-based credit programs and courses for the university and provides enterprise academic technology and instructional support services for all modes of course delivery. Working with NC State instructors and partners, DELTA leads the way in designing, creating, implementing, and supporting extraordinary digital learning experiences for our community of learners. DELTA applies expertise in technologies and pedagogies to create and nurture innovative, effective, and impactful digital learning experiences for our community of instructors and learners with a collaborative, service-oriented, and innovative mindset.
Essential Job Duties
This position provides front-facing, immediate support for instructional faculty, staff, and students in the use of DELTA-supported instructional technologies. The person in this position answers DELTA’s LearnTech help desk support phone line, responds to tickets in our help queue, and works one on one with our clients to resolve both routine and non-routine problems. In addition, this person provides leadership within the support team for a variety of instructional technology support projects, and is knowledgeable about the roles of others in DELTA in order to effectively support individuals and development/support efforts across the DELTA organization.
Duties include:
- Provide direct Tier 1 support to faculty and other clients in the use of multiple instructional technologies, through email, phone, and face-to-face interactions.
- Provide admin-level Tier 2 support to resolve problems and issues that are escalated from other Tier 1 technicians, and escalate problems when necessary following established procedures.
- Resolve both routine and non-routine problems using standard troubleshooting techniques or information from research.
- Solicit relevant information from clients, in order to effectively describe non-routine problems when escalating problems.
- Document all interactions with clients according to established standards.
- Identify support trends and make recommendations for technical modifications to supported systems.
- Integrate knowledge of other work specialties to develop and communicate solutions.
- Consult with faculty clients and with other specialists to resolve technical problems as needed.
- Provide information to faculty on how to perform specific functions with DELTA-supported instructional technologies.
- Create support materials for users, such as guides, job aids, and step-by-step instructions.
- Document solutions to faculty clients’ problems and communicate solutions effectively.
- Identify, analyze, and understand recurring problems, evaluate alternatives and recommend solutions.
- Apply technical knowledge to recommend improvements to supported systems or development of new features.
Other Responsibilities
- As assigned
Minimum Experience/Education
High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.
Other Required Qualifications
- Excellent communication skills (written and verbal).
- Excellent collaboration skills and the ability to work as part of a team.
- Demonstrated problem solving skills.
- Ability to work independently to resolve complex user issues
Preferred Qualifications
- Bachelor’s degree.
- Two years of relevant experience.
- Knowledge of instructional technologies, in particular DELTA-supported learning technologies (e.g., WolfWare, Moodle, Zoom, Panopto).
- Prior experience working in a help desk environment or providing technology support.
Required License or Certification
n/a
Valid NC Driver's License required
NoCommercial Driver's License Required?
NoJob Open Date
05/23/2023Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.)
05/31/2023Special Instructions
Please include the following application documents:
- Cover letter indicating interest in position that demonstrates excellent written communication skills and speaks to past experience related to this position.
- Resume
- List of three references, with contact information, that can speak to the applicants ability to successfully perform the duties of this position.
Position Number
00062721Position Type
SHRAPosition Classification Band Title
Technology Support TechnicianPosition Classification Band Level
AdvancedPosition Classification Salary Range
$31,200 - $71,944Salary Grade Equivalency
IT03Alternate Option
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.00Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Non Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Non Mandatory - Emergency EventTime Limited Position
NoIs this position partially or fully funded on ARRA stimulus monies?
NoDepartment Id
339001 - DELTAAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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