5177 - Specialized Technology Support Administrator – Community and Global Partnerships

 

POSITION IDENTIFICATION

TITLE Specialized Technology Support Administrator – Community and Global Partnerships

CLASSIFICATION NUMBER 5177

GRADE 34

CLASSIFICATION Exempt

IMMEDIATE SUPERVISOR   Director of Technology and Infrastructure – Community and Global Partnerships

GENERAL FUNCTION

The Specialized Technology Support Administrator coordinates and administers the management of the broad end user support services, oversees media services, inventory, and manages information technology student workforce for the Division of Community and Global Partnerships. The Specialized Technology Support Administrator provides instructional and desktop support for faculty, staff, students, clients and external partners. The Specialized Technology Administrator installs, maintains, troubleshoots, and supports specialized equipment, client services, and all technology devices and packages to ensure the successful operation and functionality for the Division’s units of research administration, economic development and international programs.

MINIMUM ACCEPTABLE QUALIFICATIONS

Education: A Bachelor’s degree is required. An equivalent combination of years of experience and education may be considered for substitution of educational requirements.

Experience: A minimum of three years of experience supporting a wide range of information technology in a fast-paced, cross-functional, and team environment Experience working in a higher education environment is preferred.

Skills: A working knowledge or proven capability to quickly learn to support specialized equipment, LMS, distance learning, video streaming and Division specific technologies is required. The ability to resolve technical issues and events quickly and effectively is required. Knowledge and understanding of computer security procedures and standards, and cybersecurity best practices is required. A demonstrated ability to quickly troubleshoot, identify, and correct problems using system utilities and diagnostics is required. Familiarity with systems analysis procedures and techniques is required. A thorough knowledge of hardware, software, and operating system configuration and connectivity, including Microsoft Office productivity suites, for desktops, mobile devices, and workstations is required. Excellent troubleshooting skills to support a wide variety of University software and hardware are required. A basic understanding of ticketing systems, service portals, server administration and cloud systems is required. Familiarity with the installation, maintenance, and support of wireless and other network technologies is required. Strong verbal and written communication skills and effective interpersonal skills sufficient to interact with a variety of users and other technical staff are required. Strong leadership, supervision and customer service skills are required. The ability to establish and maintain cooperative working relationships with those contacted in the course of a work assignment and to participate as a member of a cross-departmental project team is required. Excellent time management skills and organizational abilities are required. The ability to work under pressure, meet inflexible deadlines, and deal with difficult situations while maintaining composure and confidentiality is required. Functional knowledge of classroom technologies, such as A/V components, cameras, audio equipment and web-conferencing technologies is required.

Other: A valid driver’s license is required. Travel between campus and other locations is required during business hours. The twenty-four-hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations. Occasional attendance and participation at evening and weekend activities and workshops is required. Occasional travel for professional development is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Troubleshoots equipment and application problems and failures, determines, and initiates appropriate and immediate actions to restore normal services with minimal down time, documents occurrence and actions taken, assesses operating procedures followed in resolving the issue for effectiveness, and recommends modifications to standard procedures found to be inadequate, unclear, or ineffective.

2. Installs and maintains equipment and applications to ensure compatibility, efficiency, security, and performance.

3. Assists in oversight of the Division’s IT student workforce, to include training, and scheduling responsibilities. 5. Maintains the Division’s inventory and ticketing systems, ensures the safe storage and disposal of technology materials, monitors and assures appropriate IT standards, and provides for equipment maintenance, repair, and replacement.

4. Coordinates with and utilizes the expertise, support, and equipment by meeting regularly and maintaining communication with the Director of Technology and Infrastructure – Community and Global Partnerships regarding procurement, implementation, problem determination and resolution, training, and the development of user computing standards.

5. Tests, evaluates, and installs new versions or authorized modifications to existing solutions and works with vendors as needed to correct problems, provide feedback, and request improvements.

6. Designs, constructs, installs, and activates end point equipment interfaces and peripheral devices as appropriate. Analyzes hardware and software performance and tunes system parameters to correct or improve system performance.

7. Coordinates all changes and maintenance activities with internal and external constituents according to University and related service policies and procedures to minimize disruptions.

8. Researches information on technology enhancements to remain current with future directions in the industry, assesses competing alternatives and recommends optimal solutions to meet constituent needs, and performs capacity planning studies to determine the type of resources needed to support anticipated need based on utilization trends.

9. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as required by the Director of Technology and Infrastructure – Community and Global Partnerships.

10. Supports the overall success of the Division of Community and Global Partnerships by performing all other duties as assigned.

SUPERVISION

The Specialized Technology may supervise graduate assistants, and student and part-time employees.

OFFICE OF HUMAN RESOURCES

REVISED FEBRUARY 2025

JOB FAMILY 3

Factor 1: Educational/Experience Requirements of the Job

Level 8.0 - 1576 Points: A combination of education and experience equivalent to a Level 8 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Supervisory Responsibility

Level 2.0 - 598 Points: Irregular but occasional responsibility to direct the work of student workers and/or temporary or part-time workers. At this level are jobs in which the incumbent may be asked to supervise small numbers of student workers, graduate assistants, or part-time employees, but the supervisory work is irregular or infrequent. The nature of supervision is largely confined to assigning tasks to others and does not include a full range of supervisory responsibilities.

Factor 3: Skill, Complexity, and Technical Mastery

Level 6.5 - 2050 Points: Skill, complexity, and technical mastery is somewhat above requirements for a level at 1900, but somewhat below the skill, complexity, and technical mastery requirements at level 2200.

Factor 4: Budgetary Control

Level 3.0 - 579 Points: Jobs at this level are responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.

Factor 5: Work Environment and Physical Demands

Level 2.0 - 50 Points: The work area is generally adequately lighted and ventilated, but may involve some discomfort such as the moderate noise from machines or occasional uncomfortable temperatures. The work may require some exertion such as frequent standing, considerable walking, frequent bending, kneeling, reaching, and stooping, and may include occasional lifting of moderately heavy objects. Work may require specific but common physical abilities.

Factor 6: Work Impact and Effect

Level 3.0 - 2340 Points: Work products or services directly impact the operation, accuracy, reliability, acceptability, or design of programs, systems, or equipment, that affect the operation of individual departments or units. The work activity may be complex, but normally involves addressing conventional problems or situations with established methods that allow departments, programs, or units to function properly. Improperly performed work and/or equipment or software failures likely produce significant errors and/or create delays that directly affect the ability of a department, program, or unit to function properly, and the welfare of faculty, students, or others that use the services and/or products of the department, program, or unit. While the scope of improperly performed work and/or equipment or software failure is limited, the nature of the activity may require that emergency repairs be performed.