IT Integration and Solutions Professional I

North Carolina State University

$74,613 - $79,819

United States, North Carolina, Raleigh

Nov 02, 2024

Posting Information

Posting Number	PG193784EP
Internal Recruitment	No
Working Title	IT Integration and Solutions Professional I
Anticipated Hiring Range	$74,613 - $79,819
Work Schedule	Monday - Friday 8:00 am to 5:00 pm; may experience periods of overtime and may be on call outside of regular business hours
Job Location	Raleigh, NC
Department	DELTA
About the Department	DELTA's role within the Office of the Provost is to advance the integration and support of learning technologies in NC State's academic programs and courses, both on campus and at a distance. DELTA supports distance-based credit programs and courses for the university and provides enterprise academic technology and instructional support services for all modes of course delivery. Working with NC State instructors and partners, DELTA leads the way in designing, creating, implementing and supporting extraordinary digital learning experiences for our community of learners. DELTA applies expertise in technologies and pedagogies to create and nurture innovative, effective and impactful digital learning experiences for our community of instructors and learners with a collaborative, service-oriented and innovative mindset.
Essential Job Duties	This position is an on-site administrative tiers Two and Three level support position for the enterprise campus supported Panopto lecture capture system. This position will also provide Tier Two and Three level back up support for the campus's Zoom open collaboration platform. In addition, the position will support technology applications installed inside DELTA's departmental meeting spaces. Individuals at this level will be required to solve complex problems within the managed software for both Panopto and Zoom. Required to perform under tight deadlines and in response to time sensitive scheduled recording and or streamed events that cannot be changed. This position ensures that DELTA policies regarding all supported applications are enforced, and monitors application performance daily. Position also provides backup support for DELTA mini-studio spaces, monitors external change drivers including but not limited to: changes in technologies & industry standards; updated needs/requirements of our campus partners; and updates/changes to the lecture capture system & production roadmap made by the vendor (Panopto). Individuals will serve as a technical lead for the lecture capture system and related software, consulting on strategic system functions and high level problem solving involving all levels of stakeholders. In addition to providing administrative oversight of the classroom capture and Zoom applications individuals will: Identify, develop and implement enterprise-level administrative best practices, methodologies and standards. Consult and provide technical guidance, assistance and expertise for college level administrators to ensure robust delivery of online educational content & maximum utilization of systems and services. Work with functional areas (internal DELTA & internal NC State) to understand business needs and determine how DELTA supported applications can meet those needs. Liaise with DELTA & NC State technical personnel to ensure consistent capture/recording results and continuous delivery of online course materials to students, through actions such as: Engage and collaborate with the community of NC State college-level Department Admins & faculty and staff content creators to understand their relevant business processes and needs. Engage and collaborate with DELTA PHP developers, DELTA IST & ILSS peers, Learntech colleagues & DE administration/staff to determine potential improvements/feature requests and/or DELTA programming to augment and/or enhance our supported services. Work with DELTA colleagues noted above, relevant NC State stakeholders & DELTA management to craft policies & procedures based on functional specifications. Participate in analyzing problems, developing solutions and communicating said solutions effectively. Provide analytical data regarding lecture capture usage & trends Plan and Submit feature requests and feedback on known issues to vendor support. Open support tickets & follow cases through resolution. Contribute to the development of effective KBA's & training materials with DELTA Learntech colleagues by analyzing and assessing customer needs. Ensure proper online help material is available. Create training materials to provide customer resources & accommodate self-learners.
Other Responsibilities	Collaborate and consult with other DELTA staff (e.g. support/help desk staff as well as technical staff) to resolve technical issues/problems related to directly managed applications and other applications supported by the team. Provide comprehensive content management services to NC State internal clients (faculty, departments; colleges & staff). Observe system processes to note & resolve problems and to improve system processes and procedures. Develop changes and enhancements to the lecture capture system. Leverage DELTA technologies to the highest possible degree to improve student success. Run analytics to review, analyze & evaluate current system(s) to implement improvements. Make recommendations to DELTA management for improvements for systems, processes & procedures. Provide customer service and quality control for all stakeholders of DELTA supported applications. Resolve technical problems to ensure client satisfaction. Provide Tier Two & Three level support with internal and external organizations, as well as for support of instructional content. Update & create internal supported system documentation. Determine technical needs of supported systems; provide information to DELTA leadership. Manage technical projects for assigned programs. Participate in special projects involving other DELTA teams, campus partners, software developers & vendors as assigned.

Qualifications

Minimum Education and Experience	Bachelor's degree from an appropriately accredited institution and three (3) years of experience in the Information Technology Field related to the position's role OR Bachelor's degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and one (1) year of experience in the Information Technology Field related to the position's role OR An equivalent combination of education and experience
Other Required Qualifications	3+ years of at least Tier Two level Technical Support and Customer Service experience. Proven customer focus with outstanding interpersonal skills and the ability to work and motivate individuals. Excellent verbal, written communications, and customer service skills Support Experience with ITSM solutions, such as ServiceNow or equivalent Excellent knowledge of Panopto enterprise software applications commonly used for lecture recording, screencasting, video streaming, and video content management software or equivalent. Eight plus years of experience in information technology, customer service, or higher education. Excellent knowledge of Zoom Unified Communication and Collaboration Platforms. Excellent problem solving and analytical skills. Experience working in Help Desk or Technology Support Environments. Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization's Values. Basic knowledge of computers and computer networks. Basic knowledge of concepts, best practices, and procedures in audio video conferencing technologies. Demonstrated commitment and ability to work with a varied group of students, faculty, staff and constituents in support of campus and department missions. One or more technical certifications including, CTS, COMPTIA A+, Network+, etc. Experience working in Higher education supporting faculty and AV/IT inside classroom environments. Proficient skill set in today's technologies such as Windows 11, MS Office/Office 365, VPN's, Apple IOS, Android.
Preferred Qualifications	Experience supporting all levels of users and staff, with integrity, confidence and excellent customer service skills. Experience supporting and administering Zoom's cloud platform. Experience with Zoom, Zoom Webinars, and Zoom Event, and other meeting solutions is a plus. Experience with G Suite for Education, Microsoft Office, Teams, Moodle. Experience collaborating and coordinating with varied groups/departments. Experience with project management and execution. Experience with room-based videoconferencing, VoIP and SIP/H323 protocol. Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.
Required License(s) or Certification(s)	N/A
Valid NC Driver's License required	No
Commercial Driver's License required	No

Recruitment Dates and Special Instructions

Job Open Date	11/01/2024
Anticipated Close Date	Open until filled
Special Instructions to Applicants	Please include as attachments a cover letter, resume, and the contact information for at least three professional references.

Position Details

Position Number	00100450
Position Type	EHRA Non-Faculty
Full Time Equivalent (FTE) (1.0 = 40 hours/week)	1.0
Appointment	12 Month Recurring
Mandatory Designation - Adverse Weather	Non Mandatory - Adverse Weather
Mandatory Designation - Emergency Events	Non Mandatory - Emergency Event
Department ID	339001 - DELTA
AA/EEO	NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.