Maryland Institute College of Art (MICA) Hiring for Technology Support Specialist at Baltimore, MD Full Time

Position summary: Maryland Institute College of Art (MICA) seeks a collaborative, solution-oriented problem solver to
help the Open Studies academic unit grow our capacity to respond to learning needs across our educational programs, with particular emphasis
on online degree programming. The Technology Support Specialist provides tier-one technical and administrative support with educational
technology tools including Zoom, Adobe, Canvas, Google Suite, and others. Essential duties include the provisioning of enterprise licenses,
course term setup in the LMS (Canvas), and providing technical assistance to stakeholders.

General purpose: The
Technology Support Specialist works to ensure high-quality maintenance of Open Studies courses while providing prompt technical support and
excellent customer service to Open Studies students, faculty, and staff.

Position responsibilities:
Open Studies serves a diverse student body of traditional and non-traditional college students, art and design professionals,
lifelong learners, teens, and children. The unit administers four unique professional graduate programs in the Business of Art and Design,
Data Analytics and Visualization, UX Design, and Design Leadership along with studio-based art and design classes for adults, teens, and
children, short-term travel programs, and pipeline and cultural orientation programs in support of the college’s diversity and
internationalization goals. As MICA’s educational venture space, the unit is engaged in innovating academic programming (including
digital education, new curricular areas and program structures, and programs for non-traditional students) and revenue growth.

This
position will:

• Proactively perform course shell setup and maintenance in the institution’s learning management system
  (LMS), Canvas, for approximately 90 courses per term. Setup includes, but is not limited to: Copying over course shells, updating syllabi to
  reflect program-wide changes, reviewing weighted grading and gradebook settings, scheduling Zoom meetings and enabling cloud recording and
  setting up the biometric identity authentication solution.
• Support with additional LMS-centered duties including the maintenance of
  student-facing orientation courses and the faculty support course, and term creation.
• Provide technical and troubleshooting support
  for Open Studies faculty, staff and students.
• Claim, answer, evaluate, and prioritize help desk tickets from two platforms in a
  timely manner and efficiently escalate tickets to appropriate teams when applicable.
• Utilize resources such as FAQ’s,
  knowledge bases, white papers, websites, resolved ticket information and help tools to locate solutions to technical issues.
• Create, maintain, and deprovision accounts for Adobe, Zoom Pro, and other subscription-based tools on a term-by-term basis for all
  programs including Community Education, Professional Practice, Young People’s Studies, High School Studios, and graduate programs.
• Manage account creation and setup for faculty during the onboarding process i.e. Canvas, Zoom, etc., including creating temporary
  accounts and maintaining and merging accounts as necessary.
• Liaise with Canvas, Zoom and other program-related technology
  platforms’ support desks.
• Assist in the piloting and testing of innovative instructional technology tools and services.
• Edit program and course recordings for Open Studies use.
• Retrieve student work in the LMS for professional portfolio use.
• Coordinate the technical set up of and implement virtual and hybrid events, including training residency speakers on virtual
  platforms.
• Provide technical support for virtual and hybrid program events.
• Support with improving accessibility of Canvas
  courses.
• Maintain a proactive relationship with MICA’s help desk to address issues.
• Investigate and resolve
  recurring issues through liaising with Central IT or software vendors to resolve high-level, systemic technical issues.
• Work with
  the Open Studies brand and marketing team to build and maintain a website for MPS and Design Leadership Capstone projects.
• Provide
  brand and marketing team with instructional videos for use in marketing materials and develop other instructional-related brand and
  marketing materials as needed.
• Assist with maintenance and build out of time-sensitive website content.
• Build and maintain
  course setup projects in Asana.
• Manage project timelines and coordinate with team members and partners to meet project deadlines
  and deliverables.
• Be reflexive and responsive to institutional needs for course operations and revisions in an increasingly digital
  learning environment.

Essential skills and experience:

• Bachelor’s degree.
• Experience with Canvas and Zoom.
• A collaborative and proactive style with excellent human relations and communications
  skills. 
• Excellent organizational and planning skills with the ability to manage multiple projects.
• Ability to
  troubleshoot and research and document solutions for technical issues.
• Creative problem-solving skills.
• Detail-oriented
  and deadline driven work ethic.
• Basic knowledge of software installation and operating systems best practices.
• Excellent
  written and verbal communication.

Preferred qualifications:

• Bachelor’s degree in
  instructional design and technology or related field.
• Background in or knowledge of art and design education.
• Knowledge of
  current theories, trends, and innovations related to contemporary approaches to instructional technology.
• Familiarity with
  assistive technology and software programs for individuals with disabilities.
• Experience with e-learning technologies including
  various operating systems, file structures, file formats, protocols, streaming audio and video, and social networking tools.
• Experience with Asana and project management.
• Familiarity with Google Suite and Adobe services.

Reporting
to this position: No direct reports