UME IT Support Specialist

Job Summary:

Working on the IT team within the Office of Medical Education (OME) provides an opportunity to support technology that directly impacts medical students, faculty, and staff. The work is collaborative, fast-paced, and service-oriented, combining technical troubleshooting with educational support. Team members manage and support systems such as Canvas, OASIS, Panopto, Poll Everywhere, Zoom, the Examplify Secure Browser, and the NBME Secure Browser, while maintaining accurate documentation, reliable data workflows, and compliance with university standards. This work plays a vital role in creating a seamless and effective learning environment for future healthcare professionals.

The Office of Medical Education fosters a culture of innovation, teamwork, and continuous improvement. Our IT team collaborates closely with faculty, students, staff, and University Information Support Services to enhance classroom technology and overall user experience. Responsibilities include providing responsive support through Zendesk, Zoom, Teams, email, and in-person assistance, as well as developing training materials and user guides for instructional technologies. The role encourages problem-solving, adaptability, and professional growth while supporting innovative approaches to teaching and learning.

Key Responsibilities:

System & Data Support = 20%

• Provide technical and end-user support for OME systems, applications, and devices.
• Maintain documentation for system processes, data workflows, and user guides.
• Ensure data accuracy, consistency, and reliability within systems in compliance with university standards.

Student & Faculty Technology Support = 20% FTE

• Support student use of educational technology systems such as Canvas, OASIS, Panopto, Poll Everywhere, and other systems as needed.
• Assist faculty and staff with classroom technology, learning management systems, and university-approved applications.
• Provide technical support for secure electronic exams using Examplify and NBME Secure Browser on student-owned devices.
• Troubleshoot software issues for students, staff, and faculty via virtual communication tools (Zoom, email, Microsoft Teams, Zendesk) or in person.

Instructional Technology Support = 25% FTE

• Train and support faculty and staff in the use of classroom instructional technologies (e.g., Panopto Video Recorder, Poll Everywhere, Sharp digital whiteboards).
• Collaborate with University Information Support Services to resolve classroom AV and desktop issues.
• Develop instructional technology guides for use by students, staff, and faculty.

Help Desk & Application Support = 35% FTE

• Respond to Zendesk tickets related to Zoom, Panopto, Poll Everywhere, software access, and other OME-supported tools.
• Participate in on-call rotations for software and system support.
• Engage with users to identify issues, analyze situations, determine solutions, and take appropriate action.
• Route users to appropriate teams for systems and technologies not supported by the UME team.
• Provide clear, detailed, and technically accurate responses to user inquiries.

Work Location: Hybrid - this role is eligible for a hybrid schedule of 3 days per week on campus and as needed for in-person meetings.