IT Analyst/Programmer II (Learning Technologies Support Specialist II)

Fayetteville State University - Fayetteville, NC

Full-time - Entry Level

Fayetteville, NC

Educational Services

About the position

The IT Analyst/Programmer II (Learning Technologies Support Specialist II) at Fayetteville State University plays a crucial role in supporting the use of learning technologies and applications for teaching and learning. This position is responsible for providing technical support to students, faculty, and staff, ensuring effective use of technology to meet academic and administrative objectives. The role involves direct client support, customer service training, and strategic planning to enhance the university's learning technology services.

Responsibilities

• Provide direct support to clients to resolve technical issues regarding learning technologies and applications used for teaching and learning.
• Coordinate with other departments and teams to resolve customer issues and requests.
• Document the resolution of client service requests using the ITSM (IT Service Management System).
• Assist with the review, selection, and implementation of learning technologies, upgrades, and enhancements to optimize performance and usability.
• Deliver group training and one-on-one consultations, focusing on best practices and proficient use of learning technologies and associated applications.
• Develop and maintain technical and procedural documentation for supported learning technologies for distribution or publishing to client-facing and internal knowledge bases.
• Stay abreast of innovative trends and industry best practices in learning technologies, actively disseminating insights to enhance and evolve support services.
• Proactively identify opportunities for process improvement and efficiency gains in the delivery of technical support services.
• Use the established project management tool to track and update project progress.

Requirements

• A master's degree in computer science, computer engineering, mathematics, engineering, or another IT-related technical degree, along with one to two years of experience in the field of information technology.
• OR a bachelor's degree and two to four years of experience and closely related IT degree.
• OR an equivalent combination of education and experience.

Benefits

• Competitive Salary
• Commensurate with Education and Experience