Support and Training Specialist II

The Support and Training Specialist II facilitates training, troubleshoots, offers guidance, and spreads awareness about new tools and technology to faculty, staff, and students.

• Provides support and guidance for faculty, students, and staff using Canvas, Zoom, online publishing software, Respondus LDB, and other technical tools, by answering questions, troubleshooting issues, and carrying out requests
• Provides training and maintains training documentation for supported software
• Provides documentation and records how-to videos for implementing technology in university courses
• Provides hands-on assistance for faculty who request personalized instruction and assistance with the implementation of technology
• Acquires and maintains up-to-date knowledge of all supported technologies as they change or are replaced
• Researches new technology; develops and evaluates technology for future services and tool applications

• Performs all other duties as assigned

Direct Reports:

• None

Delegation of Work:

• N/A

Supervision Given:

• N/A

Required Education:

• Associate's degree or 60 hours of college course work

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None required

• Bachelor's degree in Education, Business, Technical Writing, Computer Science, or a related field is preferred

Knowledge:

• Knowledge of Customer Relational Databases;
• Knowledge of CMS management

Skills:

• Comprehensive technical skills;
• Excellent analytical and problem solving skills;
• Strong training skills;
• Video production and editing skills

Abilities:

• Ability to troubleshoot systems and develop solutions;
• Ability to prioritize and organize;
• Ability to create and edit webpages;
• Ability to present information effectively

Primary Work Location:

• Works in some or all of the following environments during the working day; an office, lobby customer service island, reception area, classroom, training room, or an auditorium

Physical Demands:

• Work is performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements;
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
• Precise hand-eye coordination is required
• Ability to identify and distinguish colors is required. Must be able to move up to 40lbs

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Instruction/Training

• Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
• Generates interest and enthusiasm in the subject or message from the participants.
• Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
• Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
• Displays applicable visuals and provides appropriate written materials to support the presentation.

Technical Expertise

• Possesses comprehensive knowledge and skills in a technical area.
• Effectively applies expertise to troubleshoot existing systems and develop solutions with existing technology.
• Competent to learn new technologies and integrate them with existing technology.
• Willing to share expertise and provide technical assistance to others.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.