IT Integration and Solutions Professional I

IT Integration and Solutions Professional I

Special Instructions:

Please include as attachments a cover letter, resume, and the contact information for at least three professional references.Posting Information:Posting Number:

PG193784EPInternal Recruitment:

NoWorking Title:

IT Integration and Solutions Professional IAnticipated Hiring Range:

$74,613 - $79,819Work 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:

DELTAAbout 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.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 backup 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.Responsibilities: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.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.Contribute to the development of effective KBA’s & training materials with DELTA Learntech colleagues.Collaborate and consult with other DELTA staff to resolve technical issues/problems related to directly managed applications.Provide comprehensive content management services to NC State internal clients.Develop changes and enhancements to the lecture capture system.Run analytics to review, analyze & evaluate current system(s) to implement improvements.Provide customer service and quality control for all stakeholders of DELTA supported applications.Resolve technical problems to ensure client satisfaction.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

ORBachelor’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

ORAn 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.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.Excellent knowledge of Zoom Unified Communication and Collaboration Platforms.Excellent problem solving and analytical skills.Experience working in Help Desk or Technology Support Environments.Basic knowledge of computers and computer networks.Demonstrated commitment and ability to work with a varied group of students, faculty, staff and constituents.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, VPNs, Apple iOS, Android.Preferred Qualifications:Experience supporting all levels of users and staff.Experience supporting and administering Zoom’s cloud platform.Experience with G Suite for Education, Microsoft Office, Teams, Moodle.Experience with project management and execution.Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.Required License(s) or Certification(s):Valid NC Driver's License required.Recruitment Dates and Special Instructions:Job Open Date:

11/01/2024Position Number:

00100450Position Type:

EHRA Non-FacultyFull Time Equivalent (FTE):

1.0Appointment:

12 Month RecurringNC State University is an equal opportunity and affirmative action employer.

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