UWM/University Information Technology Services
Client Services/Classroom Services
Classroom Technology Specialist
IS Technical Services Professional
Pos. #xxxxxxxx
February 2013
Position Summary:
UWM Classroom Services provides end-user support to the faculty and staff to facilitate the utilization of
Information Technology in the modern classroom. Emphasis is placed upon the demand for the use of
computers, tablets, mobile devices, lecture capture and cloud based services for learning applications as
well as more traditional audiovisual classroom technology. Also of specific importance is the emergence
of BYOD (Bring Your Own Device), Unified Communications and the challenges that the analog sunset
present to the use of technology for learning. Classroom Services utilizes a staff of 12 students, 3 student
supervisors and 6 full time staff members to answer, log, track, refer and respond to requests for
classroom learning technology assistance and guidance from the campus community. Reporting to the
Classroom Services Manager, this position mentors the Classroom Services student supervisors, acts as a
quality control officer and resource for circulating asset tracking software, participates in the planning and
maintenance of technical documentation, plans for future classroom technology needs and participates in
the development of content for the Classroom Services website. This position will also assist in
coordinating activities between Classroom Services and other faculty, academic, and administrative units
on campus. This position must be technically skilled, highly organized and detail oriented. This position
identifies areas in which Classroom Support student staff need technical training, and works with
professional development/training staff to plan, coordinate, and facilitate the appropriate training. The
position operates under CLOSE supervision.
Time %
Goals and Activities
30%
A. Technical Support and Quality Control
1. Support and provide technical training to faculty and staff using modern and traditional
classroom learning technologies. This includes but is not limited to the use of computers,
software, mobile devices, cloud services, lecture capture technology, Student Response
Systems, audiovisual assistive technology, digital audio/video editing tools and integrated
audiovisual systems used in classrooms.
2. Provide end user technical support for classes and events utilizing synchronous and
asynchronous communications technology including software, cloud based services,
mobile devices, web-conference, videoconference and teleconference technologies.
3. Provide end user technical support for classroom technology issues, troubleshoot and
resolve technical problems and provide ad hoc training on problem resolution to student
staff as appropriate.
4. Configure and maintain classroom computers and circulating laptops to appropriately
support the needs of instructors for teaching purposes, which includes installing, updating
and testing of teaching and learning software tools.
5. Review, test and integrate Internet communication with classroom control systems,
distance education equipment and lecture capture equipment.
6. Install, configure, tune, troubleshoot and maintain hardware and software for all
classrooms in a designated area of campus.
7. Regularly review trouble tickets (help request and action logs) for technical accuracy,
clarity and professionalism.
8. Develop technical documentation for technical staff and end users.
9. Coordinate classroom technology projects and maintenance with outside vendors.
30%
B. Classroom Services Customer Relationship Management and Inventory Systems
Administration
1. Develop and maintain problem tracking and resolution system, specifically utilizing
WebCheckout (Classroom Services system for problem tracking and resolution).
Classroom Technology Specialist
IS Technical Services Professional
Pos. #xxxxxxxx
Time %
Page 2
Goals and Activities (Cont.)
2. Advise and collaborate with other Classroom Services staff in the development, analysis,
and refinement of department software and systems.
3. Administer software applications to manage and control IT and AV assets, use
scheduling, and user data.
4. Research, evaluate and provide feedback on problematic issues, trends and patterns
related to classroom technology and contact relevant campus units for additional support
to help prevent future problems from occurring.
5. Provide regular reports to management and other campus units as appropriate to establish
metrics to measure and evaluate systems performance and usage .
6. Participate in the planning and maintenance of a departmental website.
20%
C. Project Management & Communication
1. Participate in campus wide technology groups to research, test, recommend and support
tools and facilities used to help other IS professionals.
2. Plan and schedule the installation of new or modified hardware/software or serve as a
member of project teams working toward implementation of new technologies.
3. Communicate status of projects and issues to management, appropriate co-workers and
users.
4. Represent Classroom Services through active participation on internal/external
committees and working groups.
5. Meet with faculty and staff groups to promote classroom learning technology and
participate in the development, analysis, and refinement of systems requirements.
6. Work closely with and seek feedback from customers & staff to develop and improve
communication paths and protocols.
7. Assist in coordinating activities between the Learning Technology Center (LTC) and
Classroom Services.
8. Encourage teamwork through cooperative interaction with co-workers and end-users.
9. Work with other technology professionals to troubleshoot and resolve problems; clarify
end-user needs, and research, test and recommend new systems, software and
hardware.
10. Function as back up to Classroom Services Manager as necessary.
15%
D. Student Supervision & Technical Training
1. Providing leadership and direction to student or intern staff, and delegate
assignments/projects based upon analysis of their specialized abilities and expertise.
2. Provide guidance to student staff in accomplishing the strategic goals of UITS. Evaluate
performance and provide feedback to student staff. Provide for career development and
counsel employees in areas which need improvement. Coordinate disciplinary issues with
UITS Student Human Resources.
3. Interview and evaluate candidates for vacant student staff positions. Make hiring
recommendations.
4. Develop student position descriptions and performance standards in conjunction with
UITS Management and UITS Human Resources.
5. Recommend promotions, reclassifications, transfers, demotions and career changes for
student staff as appropriate.
6. Supervise, mentor and coach student staff on effective ticket (call and problem resolution
log) management, customer service and other professional skills.
Classroom Technology Specialist
IS Technical Services Professional
Pos. #xxxxxxxx
Time %
Page 3
Goals and Activities (Cont.)
7. Participate in planning and strategy sessions with other UITS mentors to share and
incorporate best practices for the effective management of a student staffed technical
support unit.
5%
E. Professional Development & University Service
1. Participate in job-related classes and self-instruction to keep abreast of the latest
developments and technical advances in the industry as they relate to assigned projects
and responsibilities.
2. Participate in activities of professional and technical associations.
3. Read books, periodicals, and internal documentation to improve knowledge of classroom
technology and future trends.
4. Maintain knowledge of other UITS operating areas in order to represent the division on a
professional level when involved in campus-wide committees and projects.
5. Maintain knowledge of campus technology strategies and standards through active
participation in campus user groups and committees.
6. Attend meetings and professional development offerings as directed.
7. Ensure the security and confidentiality of customer records and information; protect
against any anticipated threats or hazards to the security or integrity of such records; and
protect against unauthorized access to or use of such records or information that could
result in substantial harm or inconvenience to any customer.
Knowledge, Skills and Abilities
1. Thorough knowledge of WebCheckout software.
2. Thorough knowledge of industry standard audio visual principles, including set up and
maintenance of hardware.
3. Knowledge of audio visual systems design and connectivity.
4. Knowledge of instructional applications of technology with an emphasis on higher education.
5. Knowledge of Mac OS X
6. Knowledge of Microsoft Office and other commonly used productivity software.
7. Knowledge of the University of Wisconsin-Milwaukee and its departments is desired.
8. Knowledge of D2L web based learning system.
9. Knowledge and application of project management disciplines and best practices, project
estimation, work plan preparation, and project change control.
10. Basic knowledge of troubleshooting strategies including networking, hardware and software
issues.
11. Basic knowledge of HTML and basic web-design concepts and experience is desired.
12. Basic knowledge of UNIX, Microsoft AD and Windows networking.
13. Ability to manage multiple tasks and priorities and work effectively under pressure.
14. Ability and willingness to learn about and use emerging technologies, as well as advise others on
the evaluation and implementation of emerging technologies.
15. Ability to handle sensitive and confidential matters in a manner that retains a relationship of trust.
16. Ability to communicate effectively and persuasively with team members, collaborators, student
staff and end-users, with sensitivity to the level of technical communication appropriate to the
task and audience. Encourage open debate and discussion among colleagues and end users alike.
17. Ability to clearly document IT procedures and troubleshooting strategies.
18. Highly developed problem solving skills.
19. Highly developed interpersonal skills.
20. Superb communication skills in all areas (reading, writing, listening, speaking, and presentation).
Classroom Technology Specialist
IS Technical Services Professional
Pos. #xxxxxxxx
Page 4
Knowledge, Skills and Abilities (Cont.)
21. Proven organizational abilities and assiduous attention to detail.
22. Ability to work on several projects and customer issues at once and to change priorities quickly as
needed.
23. Ability to work under pressure in time sensitive, mission critical situations.
24. Ability to work independently and in a team to provide services and systems in a timely manner.
V:\HR\Division Files\PDs\Current-Open\Classroom Technology Specialist-Prof-xxxxxxx-Feb-13.docx