Responsible for academic, administrative and support duties within the Office of Viterbi Information and Instructional Technologyâs Technical Support Center (TSC).Â Responds to technical support issues regarding the learning management system (Desire2Learn) via email, chat, phone, and in person walk-ins for faculty and students. This includes support for more than 4,000 on campus graduate students and 800 online DEN@Viterbi students and 120 faculty every semester. Assist faculty and students with accessing and training of instructional tools and learning management systems. Provides user account management assistance (e.g. creation, password reset and deletion). Receives, scans, posts and secures course materials and class notes, as well as, receives, prints, and collates incoming assignments from online and professional students.Â Scans and returns graded assignments to individual students. Ensures lecture video quality and usability; Posts course lecture videos and assists with quality assurance of posted materials including directly editing videos and course documents as needed.
Provides front-line support to faculty, teaching assistants, and students on the Learning Management System (LMS), instructional hardware and software, as well as electronic grading hardware and software. Supervises student workers. Â
Assists with account provisioning to LMS and resources within DEN@Viterbi and USC systems. Reviews account requests and resolves access issues in this area.
Provides a wide-range of support services, including, but not limited to: Posting video files and ensuring quality control of video files, printing, collating and filing incoming homework submitted via fax and e-mail, scanning graded homework and exams for routing to students, digitizing course lectures and discussion notes and posting on the learning management system (LMS), copying course documents and exams for distribution, and converting files and/or branding them for academic courses and Professional Programs.
Reviews work for accuracy and adherence to internal operating policies and procedures. Addresses errors and provides feedback.
Provides front-line support to faculty and students on exam procedures and policies, exam room scheduling and room location, as well as exam log and appointment time/location verification.
Hires, trains and supervises student workers, as assigned. Provides leadership, guidance and direction to students workers. Evaluates performance and counsels student workers, as assigned. May recommend disciplinary action. Schedules, assigns and prioritizes workloads. Sets appropriate deadlines. Monitors employee performance on a regular basis. Ensures timely completion of student work.
Greets and directs faculty, students and other clients entering the TSC. Informs clients of, and enforces, polices.
Participates in testing software or new process flow for homework, videos and other file posting systems.
Monitors and answers phone lines, chat software, and e-mail accounts to fulfill support requests or other queries. Completes requests from clients in a timely manner and elevates complex issues to the appropriate supervisor or staff member.
Maintains specialized equipment and trains staff in its usage. Makes minor repairs and/or coordinates with vendors for service or enhancements.
Monitors electronic instructional folders for download, conversion and posting of course materials and documents.
Composes and produces a variety of business correspondence, reports and related materials or guides the work of other staff who produce these materials. Reviews and signs, as authorized.Â Produces and maintains standard ISC forms and processing slips.
Controls the usage and maintenance of data, often confidential in nature. Ensures records are kept up-to-date and maintained in accordance with applicable regulations. Â Ensures the security of confidential information such as course materials, homework assignments, assessments and student information.
Assists the Director of Instructional Support with DEN class scheduling projects and error checking.Â Corrects minor room errors and professor information via custom software and the Student Information System (SIS) software or equivalent.
Liaises between the customer community and higher levels of support or others within the department.
Reviews and edits DEN and related Degree web pages on the GAPP website using a Graphical User Interface (GUI) software system.Â Evaluates and recommends larger changes to supervisors as necessary.
Performs other related duties as assigned or requested. The University reserves the right to add or change duties at any time.
Preferred Field of Expertise:
Experienced in operating systems, associated software, instructional computing environments including LMS systems and instructional tools. Knowledge of wireless network connectivity and security procedures.
Complete applications need to include a Cover Letter and current CV/Resume.
This is a shift-based position to cover the extended daily instructional calendar of classes, typically 2pm â 10pm M-F. Evening or weekend work may be necessary to meet deadlines or solve specific problems particularly at the beginning of each semester.
Minimum Education:Bachelor's degreeCombined experience/education as substitute for minimum educationMinimum Experience:2 yearsCombined education/experience as substitute for minimum experienceMinimum Field of Expertise:Sound knowledge of operating systems, associated hardware, peripherals and software. Experience with networks, workstations, wireless communication, security software and procedures. Knowledge of wireless network connectivity and security procedures.
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.