"Assistant Service Specialist, Online Education"

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.