Job Description

Department Summary

The Division of Digital Strategy and Innovation is responsible for leading the university in the areas of educational technology, online and blended initiatives, and digital learning research serving students and faculty both on-campus and at a distance. Digital Strategy and Innovation collaborates with faculty, staff, and students across UNT’s academic and administrative units to ensure a world-class, 21st century institution, redefining public higher education through cutting-edge experimentation where the science of learning is the fulcrum that enables innovative, omnichannel, lifelong education for the North Texas community and learners across the globe.
This position supports online education

Position Overview

The primary responsibility of this position is the management and opertation of the UNT Faculty Helpdesk. Duties include but are not limited to, ensuring full time coverage for the Help desk, ensuring minimum standards for response time and follow-up are met, testing Canvas beta updates and escalates issues requiring higher level support to the Application Support Manager.

Minimum Qualifications

Bachelor’s Degree in related field and three years of work experience in computing, information systems, or related field; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

• Strong MS Office skills (Word, Excel).
• Certifications in supported technologies.
• Excellent organization, teamwork, problem-solving, and communication (verbal and written) skills.
• Ability to work well with people in all levels of the organization.

Job Duties

Assists the Learning Management System Administrator with administering supported technology applications, provisioning courses or users, troubleshooting and updating integrations, and monitoring recurring issues.

Creates testing plan and coordinates testing of supported learning technology updates or new features. Assess impact of application upgrades and provides feedback. Ensures all technical documentation is updated and accurate on website.

Manages the faculty helpdesk staff including hiring, training, performance evaluations, and scheduling to ensure coverage during all operating hours. Maintains a high level of service expectations and resolves escalated issues.

Creates training plan for the helpdesk staff and documents resources for the operations of the helpdesk. Monitors ServiceNow ticketing and ensures all issues are responded to and resolved within the appropriate timeframe.

Works with multiple IT teams and departments to develop and enhance the LMS. Develops APIs to perform automated tasks or retrieve Canvas data.

Monitors and troubleshoots automated scripts with ITSS and identifies the cause to develop a resolution. Makes recommendations to provide more efficiency or requested modifications as needed.

Manages the data platform and creates data reporting. Runs reports for university records retention dispositions and analyzes data usage for departmental student retention providing information to university administration as requested.

Assists with reviewing SOC reports, disaster recovery test results, and monitors vendor service performance levels on a regular basis.

Keeps up-to-date on the latest instructional technology developments and current trends.

EEO Statement

The University of North Texas System and its component institutions are committed to equal opportunity and comply with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University of North Texas System and its component institutions do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, gender expression, religion, national origin, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, and employment practices.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 60,000 - 80,000.

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