Job Description

Position Description

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This position is a key member of the department who provides outstanding support on current and emerging academic technologies and platforms. The Technology Solutions Analyst I works closely with Technology Solutions team to offer support, and suggestions on improved uses of technology to meet pedagogical needs.

Responsibilities and Duties (*Essential Functions)

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To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

Assists Technology Solutions Analyst II/III with various departments on campus for piloting of instructional technology prior to implementation Assists in research and evaluations of new and emerging technologies involving instructional technology hardware and software Maintains an entry level of knowledge in support of software applications specific for teaching and learning Provides basic level technical support for academic software issues. These include, but are not limited to, learning management system (LMS) and ancillary packages (i.e., proctoring software, video hosting platform, plagiarism detection software), and productivity software Maintains the Academic Technology & Support Services professional development schedule in the online registrations system Provides data and analytics on professional development completion for Academic Technology & Support Services sessions

Provides support to Technology Solutions Business Analyst in generating reports on specified platform usage


Contributes to and maintains technical user guides in various modalities to assist faculty with utilizing instructional technologies


Contributes to and maintains internal documentation utilizing a variety of media

Qualifications

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Knowledge, Skills, and Abilities:

In-depth knowledge of the functionality of M365 applications, Adobe Creative Cloud, course authoring tools, and software applications used in an academic environment


Understanding of the academic technologies environment for basic troubleshooting


Demonstrated experience in the development of technical and user documentation


Commitment to delivering superior customer service


Ability to understand the current and future requirements of classroom technology


Awareness of project management skills with ability to multi-task within tight timelines and high client expectations


Ability to research and learn current trends and developments in information technology


Excellent customer service skills and ability to communicate clearly and effectively to a wide variety of audiences


Ability to define requirements, troubleshoot and support users


Ability to demonstrate excellent technical skills

Minimum Requirements:

Associate degree with one year experience in an IT related discipline or an equivalent combination of education and experience

Preferences:

Bachelor's degree in IT related field


One year experience in an IT related discipline


One year experience in higher education

As an equal employment opportunity employer, Wake Tech values our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employee's professional growth.