Item 3.G-February 1, 2013
ADMINISTRATIVE FACULTY POSITION DESCRIPTION QUESTIONNAIRE
To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to
marshag@unr.edu for discussion and for initial review before routing PDQ for approval signatures.
Questions - call UNR Faculty HR at 682-6114
INSTRUCTIONS: See http://www.unr.edu/hr/compensation-and-evaluation for complete instructions.
Incumbent(s) Name (if applicable): Ben Gallagher
Position #(s): 11229
Current Title: Specialist, Help Desk
Current Range: 2
(JCC:76322;3J )
Department: Information Technology
College/Division: Office of Provost
Account #(s): 1201-109-0104
Action Proposed: (check all that apply)
( ) New position: Proposed Range:
Proposed Title:
(X) Title Change, Proposed Title: Specialist, Online Support
( ) Proposed Reassignment from Range
to Range
( ) Revised PDQ only (no change in range or title)
( ) Line of Progression (show titles below)
Range:
JCC (Current
or new HR
assigned):
I certify that the statements in this description are accurate and complete to the best of my knowledge.
____________________________________________________________
Employee’s Signature
__________________
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
____________________________________________________________
Tina Lundstrom, Manager, User Services / J. Bird Vilseck, Director, IT
Immediate Supervisor’s Signature
____________________________________________________________
Director/Chair/Dean
Heather Hardy
Executive Vice President and Provost
__________________
Date
__________________
Date
Approved for Salary Placement Committee review.
____________________________________________________________
__________________
Pres / Vice Pres / Vice Prov Signature Jannet Vreeland
Date
Vice Provost and Secretary of University
Action Approved by the Provost/President (Completed by Faculty HR):
67357 Range:
2
Pos #(s): 11229
JCC:
EEO: 3J
Eff: 2/1/2013
Approved Title: Specialist, Online Support
Employee signs on “final” stamped approved PDQ and sends to HR for personnel file.
Employee Signature:_______________________________________________ __________________
Date
Printed Name: ____________________________________________________
Rev: 10/1/2012
Position Description – Specialist, Online Support
Page 2
1. Summary Statement: State the major function(s) of the position and its role in the
university. Attach an organizational chart with positions, ranges, and names for the division
which reflects the position in it as well as those supervised in the department. (This section is
used for advertisement of the position.)
The Specialist, Online Support, is responsible for assisting the Information Technology (IT)
department with developing and maintaining effective solutions and high quality resources for online
support of services provided by the IT department. The individual builds, manages, and maintains
internet and intranet support resources that meet University guidelines, coordinates online support
resource development projects, and supervises a technical writer student worker position. The
position reports to the Manager, User Services.
2. List the major responsibilities, including percentage of time devoted to each. Provide
enough detail to enable a person outside the department to understand the job (percentage
first with heading and then bulleted information).
70% - Online Support Resource Development and Maintenance
 Develop, design, produce, maintain, and code standards-based online support resources (web
pages, SharePoint sites, Help Desk tools, social media, online “self-help” and service catalog
portals, electronic brochures, etc.)
 Collaborate with other campus web developers to design IT online resources for the best
possible user experience (consistency, security, flow, etc.)
 Work with other units on campus to ensure IT’s online support resources meet University
guidelines (Integrated Marketing (IM), Student Services, Instructional Design Team (IDT),
Associated Students of University of Nevada (ASUN), etc.)
 Manage online support resources within appropriate content management systems
 Perform regular quality assurance reviews of online resources, and make recommendations to
improve visibility and usability
 Maintain technical expertise in online resource design tools and act as technical resource for
related software
 Work closely with other IT support units to quickly gather, evaluate and post online support
information in urgent situations
 Assist with establishment of online-related policies and procedures
25% - Project Coordination
 Coordinate online service projects to completion, working with other IT units and user groups
 Meet with IT managers and subject experts to assess online communication needs, discuss
options, and provide advice about possible solutions
5% - Student Worker Supervision
 Hire and supervise student technical writer position
 Mentor, train, and assist student worker to enhance their work experience
 Assign appropriate projects and tasks
3. Describe the level of freedom to take action and make decisions with or without
supervision and how the results of the work performed impact the department, division and/or
the university as a whole.
Level of Freedom:
The Specialist reports to the Manager, User Services, who reports to the Director, Information
Technology. The position works closely with IT staff in all IT units and staff in other campus
Position Description – Specialist, Online Support
Page 3
departments. The position conducts activities in accordance with policies and procedures established
by the University and the IT department. While IT’s main service goals and strategies are set by
management, the Specialist is significantly free to make necessary changes in formatting, design,
information, and other editorial activities in order to make resources more effective provided they fall
within the direction provided. The position consults with the supervisor in areas of long-term goals and
in more complex service issues.
Impact:
Decisions have a large impact on the success of the IT department’s goals as well as the public’s
perception of the department and the University. Inadequate performance would result in delays and
inefficiency in IT projects as well as user dissatisfaction with IT services.
4. Describe the knowledge, skills (to include cognitive requirement and verbal and written
communication), and abilities (to include task complexity, problem solving, creativity and
innovation) essential to successful performance of this job (in bullet format).
Knowledge of:
 Web development procedures, tools and trends (programming languages, information
architecture, composition and design software, social media, etc.)
 Media and graphic manipulation, file formats, etc.
 Effective online communication management (media, layout, wording, emphasis, etc.)
 Higher education technical support issues and audiences
Skills:
 Proficiency in use of a personal computer and current software applications and tools including
but not limited to Microsoft Office, Adobe Creative Suite, WordPress, Visio, social media.
 Detail oriented
 Excellent verbal and written communication
 Excellent customer service
 Organizational and time management
 Supervisory, training, and mentoring
Ability to:
 Interpret and translate customer needs and ideas into concepts, and develop and translate
them into effective online support resources
 Embrace the challenges and opportunities inherent in designing for digital mediums
 Break down complex or convoluted concepts into understandable ones for a specific audience
in a diverse population
 Work independently and as a collaborative team member to solve technical support problems
 Manage, prioritize, and complete multiple projects/tasks in an efficient and timely manner while
maintaining focus on organizational goals
 Supervise, mentor and train student workers
5. Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts: i.e., to provide services, to resolve
problems, to negotiate.
Internal
IT staff
Campus web developers
Reason for Contact
To gather information, seek input, execute projects, training and
presentations
To collaborate in content management systems, seek input,
execute projects, training and presentations, construct online
Position Description – Specialist, Online Support
Page 4
support resources per University guidelines
Other department faculty, staff,
administrators
Faculty, staff, student groups
To seek input, verify consistency in information, training and
presentations
To seek input on effectiveness of online support resources
External
None
Reason for Contact
6. Indicate the minimum qualifications which are necessary in filling this position should it
become vacant. Please keep in mind the duties/responsibilities of the position rather than the
qualifications of the incumbent.
a.
Minimum educational level, including appropriate field, if any.
Bachelor’s Degree from a regionally accredited institution
b.
Minimum type and amount of work experience, in addition to the above required
education necessary for a person entering this position.
Bachelor’s Degree and two years of experience in consulting with end-users on the use
of computing hardware and software
Preferred Licenses or Certifications: None
c.
Indicate any license or certificate required for this position.
None