Digital Learning Student Support Technician III

Dept Number/Name: 4-5210-000 / Academic/Student Affairs
College Division: Sar/Man-Academic Affairs
Salary Plan: Staff
Job Code/Title: 4382 / Client Support Technician III
Hiring Salary/Salary Range: Commensurate with experience
Position Number: 00055780
ORGANIZATIONAL SUMMARY: Innovative Education (InEd) meets the needs of learners at any time and any place through innovative distance learning, continuing education, degree completion, certificate, workforce development, lifelong learning, and pre-college programs. InEd contributes to student success by collaborating with faculty, teaching assistants and academic administrators to strengthen the quality and breadth of USF’s educational offerings, and by providing a variety of academic services, including online teaching workshops, consultations, and instructional technology support. InEd aligns with the goals stated in the USF Strategic Plan, including the desire to increase enrollments, improve the university’s degree completion rate, and develop and nurture public-private partnerships designed to generate new revenue and ensure institutional financial security. InEd is committed to contributing to student success, supporting teaching, generating new revenue, and establishing a reputation for innovation and quality that distinguishes USF from its competition.

The Innovative Education (InEd) Digital Learning Student Support Team delivers impact driven technology support to USF students through a variety of options including on-demand support, consultation, workshops, and digital resources. Student Support Team spearheads the creation of digital learning resources to support students on the use of USF’s digital tools and technology.
POSITION SUMMARY: The Student Support Technician III will play a critical role leading the Student Support ? Digital Tools & Technology team. This position will be responsible for supervising a student support desk and a team of lower-level staff and/or student employees. They will serve as the principle point of technical and operating support with respect to student support for digital tools and technology used in online courses. As online courses become increasingly prevalent, the need for comprehensive and specialized student support in digital tools and technology is paramount. The Student Support Tech III will play a critical role in ensuring that students receive timely and effective assistance, contributing to a positive learning experience. Technology in education is ever-evolving. They will bring adaptability and a proactive approach to stay ahead of technological changes, ensuring that the support team can effectively assist students with the latest tools and platforms. The hiring of a Student Support Tech III is an investment in enhancing the overall student experience. By providing robust and specialized support for digital tools and technology, the institution can contribute to higher levels of student satisfaction and success.
RESPONSIBILITIES:
Consultation and Support: Oversees and coordinates the unit’s day-to-day student support activities, ensuring timely and accurate resolution of user problems and concerns with respect to students’ technology needs. Act as first level of escalation from student support staff on team related issues.
Design, Develop, and Evaluation of DL Student Resources: Conceptualize, design, develop, and evaluate skill-building digital learning resources and communication pieces providing students with technical training and effective strategies for digital learning and learning environments (i.e. PDF guides, narrated tutorials, and video content). This includes piloting new tools and implementing a pilot study to inform InEd Digital Learning leadership on validity and scalability.
Management and Mentoring: Oversee and coordinate the implementation of projects involving student support for digital tools and technology. Provide guidance and mentoring to Student Support Team staff.
Workshop Facilitation: Lead in the facilitation, development, evaluation, and support of live and asynchronous workshop sessions on the use of typical technology tools and/or software, or specialized applications used in USF’s online courses.
Performs special projects related to student digital tools and technology and other duties as assigned.
POSITION QUALIFICATIONS:
MINIMUM: This position requires a high school diploma or equivalent, with four years of customer service or IT experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
PREFERRED:
– Bachelor’s degree in the field of IT, education, and/or related disciplines
– 4 years experience in the field of customer service, IT support, training, and/or related field
– Portfolio of work demonstrating mastery of production tools to create effective digital learning content along with evidence of impact
– Experience facilitating live workshops to in-person and remote audiences with the ability to explain technical concepts clearly to non-technical users
– Experience facilitating, developing, or supporting courses in Canvas or other learning management systems
– Experience in project management and skilled in utilizing project management principles to ensure a successful launch of short-term and long-term institutional initiatives
– Experience in researching and analyzing data to inform data-driven decisions for both training and institutional digital learning solutions
 

Information for Applicants 

This position is subject to a Level 1 criminal background check.

Job Opening Number: 36037

Posting Date:  01/12/2024

Posting End Date: 02/04/2024

How To Apply 

Click on the Apply Now button.  When applying to an opening you will have the opportunity to upload a cover letter and resume.

Apply online by completing the required information and attaching your cover letter and resume. Please include your experience as it relates to the qualifications stated above.  YOUR COVER LETTER AND RESUME, PLUS ANY OTHER REQUESTED MATERIAL, MUST BE IN ONE ATTACHMENT. Only online applications are accepted for this position.

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To request an accommodation with the application or interview process, please contact Central Human Resources by telephone: 813-974-2970 or email [email protected] .

Equal Employment Opportunity 

USF is an equal opportunity, equal access academic institution that embraces diversity in the workplace.

The University of South Florida does not discriminate on the basis of sex and prohibits sexual harassment. Any person may report sex discrimination, including sexual harassment (whether or not the person reporting is the person alleged to be the victim of conduct that could constitute sex discrimination or sexual harassment), in person, by mail, by telephone, or by electronic mail, using the contact information listed for the Title IX Coordinator. Reports may be made at any time either online or directly to the University’s Title IX Coordinator. 

USF’s Equal Opportunity Affirmative Action Statement .

Federal Rights

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) , Equal Employment Opportunity (EEO) and Employee Polygraph Protection Act (EPPA) .

Work Location 

Campus map and location overview: USF – Sarasota Campus

About USF 

The University of South Florida is a high-impact global research university dedicated to student success. Over the past 10 years, no other public university in the country has risen faster in U.S. News and World Report’s national university rankings than USF. Serving more than 50,000 students on campuses in Tampa, St. Petersburg and Sarasota-Manatee, USF is designated as a Preeminent State Research University by the Florida Board of Governors, placing it in the most elite category among the state’s 12 public universities. USF is a member of the American Athletic Conference.

Working at USF 

With more than 16,000 employees at USF, the University of South Florida is one of the largest employers in the Tampa Bay region.  At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees.  We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities. We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more.

To learn more about working at USF please visit: Work Here. Learn Here. Grow Here .

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