Academic Technology Specialist II - Candler School of Theology - Emory University

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Description:

Reporting to the Manager of Information Technology, Candler’s Academic Technology Specialist (ATS) maintains and supports the hardware and software used to fulfill Candler’s teaching mission. This includes coordinating with IT colleagues on the purchasing, configuring, and troubleshooting of technology used by faculty and staff, as well as hardware and software installed in the classrooms of Candler’s buildings. The ATS will respond to incident reports filed by members of the Candler community, working to understand the customer need and implementing solutions in accordance with Emory policies and best practices. The ATS is a member of the Candler IT team, collaborating to ensure all technology solutions are performing optimally for users. This collaborative work may include helping to support audio/visual production for the university.

 

KEY RESPONSIBILITIES:

• Perform equipment refreshes and hardware installations for faculty and staff
• Utilize incident and service request software to manage and track support calls and tickets
• Analyze customers’ messages to determine best courses of action, resolve issues, answer efficiently, document responses, and improve processes for meeting future requests
• Lead basic training (one-on-one and group) for faculty and staff on the use of university equipment
• Produce the livestream of worship services, live lectures, and studio-based recordings
• Assist colleagues in post-production of video content to be posted on the web
• Work with IT colleagues to ensure all classroom equipment is working properly
• Provide excellent customer service to all members of the Candler community
• Understand and implement all Emory information technology policies and best practices
• Maintain knowledge of trends and best practices in technology implementation in an academic context
• Analyzes, designs, recommends and implements divisional and school-wide efforts in specialized and advanced technologies that support the teaching and learning mission of the University.
• Consults with faculty to implement system enhancements and modifications.
• Provides system administration for academic systems and applications to ensure operability of services and provide a highly available, secure and robust academic technology infrastructure.
• Conducts advanced-level troubleshooting to mitigate impact of equipment failures and improve processes.
• Reviews and creates user guidelines and standard operating procedures for supported hardware infrastructure and academic applications.
• Evaluates diagnostics and monitoring tools, making recommendations on how to prevent incidents and outages.
• Designs and implements preventative maintenance processes and procedures.
• Leads software upgrades and equipment replacements to ensure system operability and up-to-date standards are met.
• Analyzes and shares data with staff and departments on repair and maintenance activity and associated expenses to assist with future planning.
• Researches software and hardware systems to build staff competencies and efficiencies and to ensure service level standards are met.
• Advises and consults with faculty to recommend best practices in classroom and instructional technologies.
• Assists in training student staff to provide agreed-upon and monitored service levels.
• Configures and maintains images and/or systems to ensure computers have up-to-date supported software and are properly secured.
• Prepares, organizes and deploys hardware upgrades and replacements.
• Develops and coordinates one-on-one and group training sessions to educate faculty, staff and students.
• Partners with vendors and departments on technology design.
• Performs related responsibilities as required.

MINIMUM QUALIFICATIONS:

• A bachelor's degree and two years of experience in supporting computers, mobile devices, and/or video technologies, and equipment OR an equivalent combination of education, training and experience.

PREFERRED QUALIFICATIONS:

• Knowledge of Zoom, Vizrt Tricaster, macOS, and Windows systems
• Demonstrated proficiency in troubleshooting computer hardware, in both Windows and macOS environments
• Knowledge of the concepts, practices, and procedures within the IT field
• Excellent organization and project management skills
• Strong interpersonal and verbal communication skills
• Experience working in IT in a higher education setting
• Experience with imaging and maintaining devices running Microsoft Windows 10/11 and macOS versions 11-14
• ITIL/Service Now training or experience
• Experience with technical writing for IT documentation
• Certifications in computer support

NOTE: Position tasks are generally required to be performed in-person at an Emory University location.  Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee.

Emory Supports a Diverse and Inclusive Culture:Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.
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