Assistant Service Specialist, Online Education

• Job Type: Officer of Administration

• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $65,000 - $70,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting. Position Summary Reporting to the Sr. Director, Service Administration & Support; the Assistant Service Specialist, Online Education is responsible for providing services to the Columbia School of Social Work (CSSW), which includes: (1) instructional technology support primarily for online courses and hybrid curriculum related events, (2) coordination and scheduling appropriate instructional technical support; (3) assistance with the development and delivery of instructional technology training and support for all faculty and students; and (4) other instructional technology related activities for the CSSW. The CSSW Assistant Director, Online Education Technology, will provide day-to-day School specific supervision and training.

Responsibilities

• Provides direct instructional technical support, assistance, and guidance to course instructors, students, and guests/panelists, etc. with online teaching tools such as Zoom and other online instructional resources.
• In collaboration with the instructional technical support team, provide all technical support, including assistance prior to, during, and after classes to online instructors, students, guest presenters, and curriculum-related event panelists.
• Assists in creating and updating instructional technical resources, FAQs, and tips for faculty, staff, and students for internal departmental use as well as for disseminating to the wider CSSW community.
• In collaboration with the Sr Director, the Assistant Director, Online Education Technology, and the instructional technical support team, assists in hiring, training, scheduling, and supervising the part-time educational technical support team.
• Responds to requests related to assistance and/or support for basic course-related to instructional technology services for online teaching and learning, including documenting the requests and responses using the department’s helpdesk ticketing system.
• Assists in the development and teaching of workshops on instructional technology tools used for online teaching and learning.
• Proactively identifies and recommends instructional technology solutions to address unmet needs and add value while taking initiative in driving their implementation.
• All other duties as assigned.

Minimum Qualifications

• Bachelor’s Degree and/or its equivalent required.
• Minimum 0-2 years of relevant experience, including troubleshooting media services technology.
• Excellent interpersonal communication skills with a strong focus on delivering outstanding customer service.
• Strong attention to detail, ability to remain calm under pressure, and demonstrate creative thinking independently and as a team member.
• Consistently display dedication to supporting teamwork within the group.
• Proven ability to independently organize and coordinate workload and manage multiple priorities amidst constant deadlines and shifting priorities.
• Demonstrated proactive problem-solving skills.
• Adhere to all department and School policies and procedures provided as guidelines for work performance.
• Available to work 2 to 4 weekend days per month and be available when classes are scheduled.
• This position follows the course class schedule during the academic year and may vary from term to term. Days and times TBD.
• Ability to work weekends and off-hours work on occasion.
• Ability to work with changing priorities and with multiple projects.
• Ability to work with minimal supervision.
• Ability to be precise and attentive to detail is essential.

Preferred Qualifications

• Prior experience and familiarity working with faculty in a higher education environment, the education technology space, and social work education.
• Experience with the Canvas learning management system and online teaching and learning tools (e.g., Zoom, Proctorio, Big Blue Button, Turnitin, etc.).
• Master's degree in social work, educational technology, or related field.
• Professional experience working with virtual teams.
• Supervisory experience, in addition to superior skills in training and coaching.

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