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The Learning Space Specialist position exists to provide the following services to MSU Denver: 1) Provide primary support to University-managed learning spaces; 2) Supervise 40-45 FTEs in support of learning spaces including computer labs, classrooms, break-out rooms, departmental labs; 3) Provide excellent customer service to students, faculty and administrators; 4) Research, evaluate, analyze, appraise and report on computer hardware, software, peripheral devices and new technologies; 5) Perform diagnostics to provide resolution and correction of problems in all learning spaces; and 6) Provide technical event support as needed.
This posting will be used to fill two positions.
40% Learning Spaces Specialist:
Support technology in all MSU Denver learning spaces (i.e. projectors, document cameras, switchers, and laptop computers, controllers, touch panels and how these are configured to computers). Provide Tier-II (post-HelpDesk) and Tier-III (liaison between MSU Denver and vendors) vendor support s technical support on service calls and student help desk calls (i.e. resetting Active Directory account, resetting/creating printing account, resolving charging lockers issues), assist with network availability by accurately identifying and pinpointing network issues (i.e. monitors and reports issues with network cables, jacks, switches etc.), in all learning spaces at night and weekends to maintain consistent up time.
Provide primary support to University-managed learning spaces during the day/evening hours. Ensure the technical operations of all student laboratories including desktop and laptop computer support for both Mac and Windows platforms, joining lab computers to the academic domain, diagnosing and isolating, troubleshooting software (by using remote connection to install, trouble shoot software and hardware issues ( i.e. power supply, motherboard, random access memory, network interface cards, IDE connections, universal serial bus thumb drives, and USB compatible wireless devices, etc.), to quickly and accurately make repairs.
Assists with relevant lab support tasks related to lab technical operations such as editing printer scripts, revising lab policies, editing lab webpage content. Provides and promotes customer service and technical support to faculty, staff and students consistent with IT division and industry standards. Assists in planning, designing, and enhancing technology related to all learning spaces and then provides regular transfer of information to team members through detailed documentation and/or other relevant teaching methods. Works with tech support, staff, and customers to facilitate hardware/software installations, upgrades, and reconfigurations. Ensures the daily operations of all computer laboratories through coordination of resources, information and regulations.
Supervises 55-60 student employees (40-45 equivalent FTE), performance management, assigns and checks work, sets priorities and standards for work unit, plans and evaluates performance, including corrective action, time entry, interviews and hires applicants, approves leave, trains, promotes and transfers, sets schedules of employees, and resolves disputes.
Promotes a work environment that ensures open conversation and sharing of ideas as they pertain to laboratories operations, smart classrooms and student help desk. Identify, analyze, triage and resolve technical problems or escalate to level IT professional for collaboration if employee cannot solve issues related to the network and computer environment, and to other lab managers as appropriate.
May make presentations to users and management on projects and information resulting in the implementation, purchase, and installation of hardware and software. Resolves problems related to customer service, lab operations and technical support for faculty, staff and students. Provides technical training verbally and written to faculty, staff, students, and student employees in the use of smart classrooms, laptop configuration for wired and wireless operation. Provide and keep current documentation in usage of lab services including print solution, maintains digital signage, staff training, policies and lab reservation system software.
Provide a written and/or verbal communication to supervisor providing a status report of weekly activities relating to computer laboratories, smart classroom and student help desk issues to supervisors. Create, maintain and update statistical reports including lab web page. Attend meetings with other internal groups to share concerns and ideas to improve services in the student laboratories.
15% Configure, install and implement systems (inventory, payroll, virus check, windows login requests, laboratory reservation no-show, student use tracking system for labs, and laptop checkout), as directed. Assist by maintaining an itemized spreadsheet to track expenses for the computer labs, smart classroom and projects. Assist with new projects demonstrating compatibilities with college computing systems. Attends professional development courses to improve technical and supervisory skills.
Make recommendations to manager regarding Service Level Agreements (SLA’s) to improve customer service and technical support in labs and classrooms. Provides scheduled maintenance and repairs in all computer labs. Assist in developing and maintaining a four-year plan to keep the current student laboratories operational and state of the art including the purchase of new technology and any other technical resources needed to meet this goal.
5% Other duties as needed and assigned, including technical event management and support.
•Bachelor’s degree from an accredited college or university. Two years of experience is equal to one year of education.
•Experience providing support to University managed learning spaces that includes assisting with technology, fielding help desk calls, problem solving issues and overseeing technical operations of all student laboratories.
•Experience supervising and training student employees.
•A masters or doctorate degree from an accredited college or university in a field of study related to the work assignment.
•Experience working in higher education.
•Experience providing excellent customer service.
•Excellent verbal and written communication skills
•Familiarity with educational technologies, including but not limited to, student response systems, classroom management systems, and AV technologies.
•Experience supervising a large and diverse pool of employees.
•Experience creating and implementing technical focused presentations or training
IMPORTANT: In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com/.
References refers to a list of three professional references and their contact information.
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