OIT Academic Support Specialist

Envision yourself in a collaborative, inclusive, and innovative work environment that has a deep commitment to position our graduates for success in their professional and personal lives. Visualize applying your energy and skills for an organization that respects and cares about its employees enough to offer some of the best benefits of the industry while encouraging every team member to grow, collaborate, and provide input on how to consistently make the workplace a place people love to work. Imagine working at a college that welcomes everyone — students, faculty, staff, and community members — regardless of their backgrounds, beliefs, or traditions. If what was just described is what you look for in a workplace, welcome to the University of Colorado Colorado Springs (UCCS) !

The OIT Academic Support Professional resides within the Office of Information Technology (OIT) for the University of Colorado Colorado Springs (UCCS). The IT Academic Support Professional will primarily be responsible for providing smart classroom support to all OIT supported rooms at UCCS. The role of the IT Academic Support Professional is to provide professional support for all campus community members of UCCS. This position is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. OIT Services staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers), self-service, and remote access. This role works within the OIT Services team whose primary mission is to serve the UCCS community by developing and supporting learning technology, providing exceptional customer service, and acting as the central point of contact for OIT.

Who We Are:

The University of Colorado Colorado Springs (UCCS) is one of four campuses in the University of Colorado  system and is home to over 9,000 undergraduate and 1,800 graduate students. We have a strong focus in fueling student success by creating, using, and maintaining a multitude of different offices and programs. Overall, UCCS is constantly focused on preparing our students to have success in the future, and we understand that every single employee on our campus has a significant effect on that focus. Find more information about working at UCCS here: https://hr.uccs.edu/work-at-uccs .

The city, which was recently ranked as the number nine Best Places to Live by U.S. News & World Report  in 2023, known as Olympic City USA, rests at the base of Pikes Peak, the inspiration for the song “America the Beautiful” and a must-see for residents and visitors alike. With a mild climate and 247 days of sunshine each year, the Springs boasts some of the state’s best recreation opportunities. Find out more about living in Colorado Springs through the Visit Colorado Springs page: https://www.visitcos.com/ .

Job Duties:

The duties and responsibilities of the position include, but are not limited to: 

• Provide ongoing support of smart classrooms, computerized classrooms and open computer labs, including responding to phone calls from faculty and customers requiring immediate technical assistance.
• Provide ongoing maintenance to smart classroom equipment.
• Utilize ITSM tools (currently Cherwell) to track incidents and service requests.
• Provide internal consultation as an A/V subject matter expert.
• Manage ongoing maintenance and repairs to campus technology.
• Assist in the installation and commissioning of new AV systems on campus including but not limited to quality checking and affirming functional systems.
• Research and recommend A/V hardware to Manager and Director as requested.
• Understanding of network systems and how they are used in A/V.
• Determine route cause for escalated problems.
• Diagnose, fix, and document complex system problems.
• Train Information Technology student employees to provide customer support for generally funded campus computing labs and classrooms.
• Implement student employee hours and services to meet requirements.
• Work very closely with service owners to ensure smart classrooms remain at peak operational efficiency and meet the needs of our faculty.
• Maintain training room schedule and work closely with events and conferencing teams to provide support within computerized classrooms.
• Maintain technical and training documentation for Academic Services support.
• Maintain web pages and training materials for campus A/V.
• Participate in strategic planning meetings providing A/V and customer-oriented views.
• Work with department supervisors and directors to establish department mission, goals and objectives. Help create long-term vision for the department and campus information technology.
• Maintain training program to ensure employees are able to properly support customers.
• Assists with smart classroom and podium training to faculty.
• Complete required training to obtain and maintain certifications related to job duties.
• Knowledge of various A/V control system programs and hardware.
• Understanding of ITIL/ITSM principles.
• Working knowledge of Microsoft-based technologies including Office 365 (especially Outlook, Excel, and Teams) and operating systems (Windows, Mac, Android, and iOS)
• Ability to move quickly throughout campus to resolve various A/V issues within numerous colleges on campus.
• Must be able to work in a team environment, have good communication skills, and be able to follow change and project management procedures.
• Knowledge of basic project management and the ability to keep tasks on track.
• Strong troubleshooting skills.
• Strong customer service experience: understanding customer’s needs, customer service attitude

Work Location: 100% On Site

This position has been determined to be exempt from the overtime provisions of the Fair Labor Standards Act (FLSA).

What We Offer:

Salary Range: Generally starting at $43,144 - $55,670  per year

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This salary range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

The University of Colorado Colorado Springs offers excellent benefits , some of which include:

• Medical insurance, with the lowest cost option being $0 to the employee
• Dental, Vision, Life and Disability insurance
• Generous paid vacation and sick time accruals (14.67 hours of vacation and 10 hours of sick accrued per month, prorated if part-time)
• Mandatory retirement plans. Employees contribute 5% of their annual compensation. CU doubles that and contributes 10%
• Tuition Assistant Benefit available to you or a dependent
• Paid Parental Leave after 12 months of employment
• Off Campus Housing Resources

Tentative Search Timeline:

• Priority will be given to applications submitted by 11:59pm on 3/24/2024. However, this posting will remain open until filled.
• The potential dates for interviews with the search committee will be the week of 4/1/2024.
• The potential dates for interviews with the supervisor and appointing authority will be the week of 4/8/2024.
• The potential employee start date is 5/1/2024.

The University of Colorado Colorado Springs is committed to providing a safe and productive learning, living and working community. To assist in achieving this goal, we conduct background investigations for all prospective applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history check. 

UCCS is an equal opportunity and affirmative action employer. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, the University of Colorado does not discriminate on the basis of race, color, creed, religion, national origin, gender, disability, age, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation or political philosophy in its programs or activities, including employment, admissions, and educational programs. Alternative formats of this ad can be provided upon request for individuals with disabilities by contacting the Office of Human Resources at (719) 255-3372.

The Immigration Reform and Control Act requires that verification of employment eligibility be documented for all new employees by the end of the third day of work.

Please note that while the position details both required qualifications as well as preferred qualifications below, we want applicants to be aware that they do not need to have all of the desired skills and experience to be considered for this position. If you meet the minimum qualifications, have passion for the work, along with experience in a related field, you are encouraged to apply. We encourage on-the-job training for any additional skills or knowledge that become relevant to the position.

Minimum Qualifications

Applicants must meet minimum qualifications at the time of hire.

• Education: Graduation from an accredited college or university with a bachelor’s degree or year for year equivalent experience in a service desk environment, part time experience can be considered.
• Experience: 2 years of demonstrated customer service. This includes a heightened sense of customer focus at all times.
• Basic understanding of A/V systems.

  Preferred Qualifications

•         Two years working in an Information Technology environment, part time experience can be considered.
•        One year of previous A/V troubleshooting experience in a college setting.
•        ITIL Foundations certified.
•        CTS certified.
•        Extron or Crestron certifications.
•        Experience working in higher education.

Physical Requirements

While performing the duties of this job, the employee is frequently required to move or sit depending on the needs of the day.  Employee is occasionally required to bend, kneel, stoop, crouch, crawl, and reach. Tasks may involve looking at a computer screen continuously for long periods of time and fine motor skills. The employee must occasionally lift and/or move up to 50 pounds and frequently lift and/or move up to 20 pounds.

This job description is intended to outline the general responsibilities, qualifications, and physical requirements of this role at UCCS. It is not an exhaustive list of all duties, responsibilities, and qualifications required. The university reserves the right to modify, add, or remove duties and responsibilities as needed to meet the university's needs.

To perform this job successfully, an individual must be able to perform each of the established essential functions and meet the physical and environment demands described satisfactorily. The requirements listed are representative of the knowledge, skill, ability, physical and environmental conditions required of the employee on the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, physical and environmental demands.

Applicants with disabilities: If you have a mental or physical impairment, which limits one of your major life activities (e.g. walking, hearing, seeing, speaking, breathing, or learning) and require special accommodations for testing or interviewing, it is your responsibility to notify the office scheduling the interview or test at least 3 working days before the interview or test date.  If you need special accommodations at the work site, you must notify the appointing authority or Human Resources.