IT Support Specialist IV

Job Description

Required Experience

• Bachelor's degree with coursework in computer science, MIS, IT, or other related area plus five (5) years related full-time paid experience;
• OR a combination of related education and/or experience to equal nine (9) years. Applicants for this position will be subject to a criminal background check after a conditional offer of employment has been extended, but before employment can be confirmed.

Preferred Experience

• Experienced with desktop hardware, operating systems, software applications, web-based resources, and common academic technology platforms.
• Experienced with Learning Management Systems, educational media tools, classroom technologies, and online course support practices.
• Experience troubleshooting technical issues, communicating solutions clearly, and providing responsive service.
• Experience developing clear technical documentation, user guides, checklists, procedures, and knowledge resources.

Additional Qualifications/Responsibilities

• Provides advanced lead-level technical support to faculty, staff, and students for Learning Management Systems, educational media platforms, classroom technologies, online course materials, and related instructional technology resources.
• Coordinates day-to-day operational support for online, hybrid, and technology-supported academic programs to help ensure reliable access to course materials, videos, assessments, and other digital learning resources.
• Administers and maintains assigned online course environments, instructional technology resources, and academic technology workflows under established school standards and direction from the Senior IT Support Specialist.
• Leads technical implementation activities for approved instructional technologies and software, including testing, configuration support, user documentation, rollout coordination, and post-implementation support.
• Provides advanced faculty consultation on supported learning systems, educational software, and instructional technology tools and escalates instructional design standards or school-wide decisions as appropriate.
• Provides lead-level technical support for desktop hardware, operating systems, software applications, peripherals, and related school-supported technology resources.
• Resolves complex hardware, software, operating system, application, network connectivity, and instructional technology issues within the School's support scope.
• Coordinates escalations with Institutional Information Technology and approved vendors when issues require enterprise-level support, specialized assistance, or services outside school-level support.
• Monitors complex or high-priority support issues through successful resolution and communicates status, risks, and follow-up needs to affected users and the Senior IT Support Specialist.
• Participates in scheduled on-call or after-hours technical support, as needed, to maintain continuity of critical academic technology and business operations.
• Coordinates approved maintenance, enhancement, accessibility review, and content updates for the School website, intranet, online course templates, and other web-based resources under the direction of the Senior IT Support Specialist.
• Implements approved website and intranet improvements, verifies content accuracy, and supports consistency across school-level digital resources.
• Identifies operational issues in web-based resources, recommends technical corrections, and coordinates approved updates or escalations.
• Coordinates deployment, configuration, imaging, maintenance, upgrade, and support activities for departmental computers, peripherals, software applications, and related technology equipment in accordance with institutional standards and approved procedures.
• Coordinates procurement support, deployment planning, inventory management, configuration, and lifecycle replacement activities for computers, peripherals, software, and related technology equipment in accordance with TTUHSC purchasing policies and procedures.
• Maintains and reviews records for assigned equipment, software, service requests, support trends, and technical support activities to support continuity and operational planning.
• Coordinates preparation, distribution, and maintenance of electronic course evaluation tools and other technology-supported academic resources. 
• Develops, maintains, and improves technical documentation, user guides, procedures, checklists, and knowledge resources supporting school-level academic technology operations, desktop support, and end-user support.
• Develops and delivers advanced technical training, individualized consultation, and user support resources for faculty, staff, and students on supported technology platforms.
• Maintains awareness of emerging instructional technologies, Learning Management System enhancements, software applications, and support practices and develops technical recommendations for review by the Senior IT Support Specialist or departmental leadership.