Classroom Technology Support Specialist (7584U), Research Teaching and Learning - #74520

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and provide space for supportive colleague communities via numerous employee resource groups (staff organizations). Our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our full-time staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. Find out more about how you can grow your career at UC Berkeley.

Departmental Overview

Research, Teaching, and Learning (RTL) provides support, documentation, and training for a portfolio of campus-wide technology services in support of teaching and learning at UC Berkeley.

The service portfolio includes classroom technology services supporting the campus, including the Classroom Technology Support Helpdesk, Instructional Equipment Checkout, Specialized Auditorium Support, Active Learning Classroom Support, Zoom for Instruction, and Instructional Computing Classrooms.

Position Summary

This position provides support, documentation, and training for a portfolio of campus-wide technology services in support of teaching and learning at UC Berkeley.

The service portfolio includes classroom technology services supporting the campus, including the Classroom Technology Support Helpdesk, Instructional Equipment Checkout, Specialized Auditorium Support, Active Learning Classroom Support, Zoom for Instruction, and Instructional Computing Classrooms. This position leads the Instructional Equipment Checkout service and the support of large classrooms such as auditoriums.

Uses strong analytical/troubleshooting (business analysis) skills, advanced platform knowledge, knowledge of campus technology systems, instructional design principles, instructional "best practices", and excellent oral & written communication skills to help instructors, students and staff effectively utilize services for teaching and learning.

Involves analyzing complex business processes and problems; developing solutions involving understanding instructional needs and changing landscape of teaching and learning technologies; coordinating support processes for academic support staff, developing documentation and training materials (video instruction, workshops, etc.), leading workshops and presentations. May lead cross-functional teams to solve complex business or systems issues.

Application Review Date

The First Review Date for this job is: 12/04/2024.

Responsibilities

Large Auditorium Support Specialist

• Applies technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives for Classroom Technology, Auditoriums, and other instructional technology services (active learning classrooms, instructional equipment checkout, etc.)
• Provides technical expertise in identifying, evaluating and developing processes to provide high touch (i.e., video camera operation) and self-service options to instructors using general assignment classroom auditoriums (Wheeler Auditorium, Pimentel Auditorium, 2050 VLSB, 245 Li Ka Shing), assisting in hiring, training, and maintaining student workforce to support these spaces.
• Escalations: Handling more difficult support tickets that are escalated by our classroom technology support helpdesk.
• Consultations: Face-to-face and remote support consultations with instructors, GSIs (TAs) and academic support staff.
• Knowledge Management: Designing and communicating standard knowledge and documentation practices across instructional technology services. Includes proactive authoring of needed user- and staff-facing documentation in response to changes in services or campus needs.

Instructional Equipment Checkout Service Lead

• Service Lead to provide supplementary technology for instruction on and off campus.
• Serve as functionality and vendor liaison with other services, e.g., Cheqroom, Identify Management, RTL DevOps, departmental instructors and staff.
• Coordinate security, privacy, and accessibility reviews and activities to ensure service meets campus standards.
• Provide technical expertise in identifying, evaluating and developing equipment options and packages to support instruction.
• Gather, analyze, prepare and summarize instructional and user needs.
• Considers the business implications of applying technology to the current and future business environment; make decisions to revise existing inventory and process base on the campus technology and instructional landscape.
• Develop process for equipment checkout and train other staff members on service procedures.

Department & Project Team Member

• Serves as member of cross-functional service improvement project teams to:
• Provide technical expertise in identifying, evaluating and developing complex systems and procedures.
• Gather, analyze, prepare and summarize business and user needs, documenting requirements, and revising existing system logic difficulties as necessary.
• Validate requirements against needs.
• Apply business systems concepts to design details of complex automated systems.
• Provides input to Requests for Proposals (RFPs) or writes portions of RFP documents.

Oher Duties as assigned

Required Qualifications

• Thorough knowledge of business processes and procedures.
• Thorough Knowledge of related areas of IT.
• Thorough knowledge of technology applications utilized in support of instruction (video projection, speech amplification, digital writing options, video conferencing etc.)
• Strong analytical and troubleshooting skills.
• Demonstrated ability to assess user needs or service issues and recommend appropriate solutions to meet those needs.
• Self-motivated and works independently and as part of a team.
• Able to learn effectively and meet deadlines.
• Demonstrates problem solving skills.
• Demonstrated effective communication and interpersonal skills.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Bachelor's degree in related area and/or equivalent experience/training.

Preferred Qualifications

• ITIL v4 Foundation.

Salary & Benefits

This is a 2yr, full-time (40 hours/week), contract appointment, eligible for UC benefits with the possibility of extension.This is a monthly paid, exempt position.

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted annual salary that the University reasonably expects to pay for this position is $85,000.00 - $100,000.00.

How to Apply

• To apply, please submit your resume and cover letter.

Other Information

• This is not a visa opportunity.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.

The University of California's Affirmative action policy.

The University of California's Anti-Discrimination policy.