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Job Details

Support Specialist

Location
Blacksburg, VA

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Provide technical support and write/edit documentation for TLOS technologies. Technologies include Canvas, Zoom, Kaltura, Respondus Lockdown Browser, iClicker, and more. Responsibilities include: Respond to support incidents escalated from 4Help to the TLOS team; help callers identify and solve problems in Canvas, Zoom, Kaltura, and other software packages; Use support management software to communicate with callers; Occasionally communicate via phone and in person; Create and edit end-user and internal documentation as part of a team of subject-matter experts, writers, and an editor; Perform testing, quality assurance, and other tasks as requested.
Required Qualifications: - Experience in customer service.
- Experience in technical writing (a writing sample is required)
- Knowledge of formatting, for example, Styles in MS Word, HTML, or similar.
- Demonstrated ability to work collaboratively with faculty members, staff, and students.
- Background using a variety of web browsers, operating systems, and software.
Preferred Qualifications: - Experience in software/systems support, preferably in a helpdesk environment.
- Experience with support workflows and ticket escalation.
- Experience and/or coursework in writing user manuals.
- Experience with publication workflows.
- Bachelor’s degree related to technical communication and/or information technology.
Employment Conditions: Must have a criminal background check
Must have a conviction check: Yes
Describe Other: Must be able to shift schedule within the weekday hours of 8 a.m. to 5 p.m. depending on need.
Employment Comments:
How to Apply for this Job: For a full description of the position and requirements, and to apply, please go to ****posting SW0180457. Review of applications will begin on July 24, 2018 and continue until the position is filled. Individuals with disabilities desiring accommodations should notify the Human Resources department at 540/231-9331 or **** by the review date.
Employee Category: Hourly Wage Staff, limited to 1500 hrs/year
Appointment Type: Temp, non-salaried wage
If restricted or temporary, enter end date:
FLSA Status: Non-exempt: Eligible for overtime
Academic Year or Calendar Year: Calendar Year
Percent Employment: Part-time
If part time, enter Percent Time:
Pay Band: 3
Pay Range: Commensurate with Experience
Department: Technology-enhanced Learning and Online Strategies
Work Location: Blacksburg
Location, if not Blacksburg:
Location Zip Code: 24061
Work Schedule: M-F
Posting Date: 07/03/2018
Review Begin Date: 08/23/2018
Job Close Date:
Restricted to university employees only? No
Equal Opportunity/Affirmative Action Statement: **MEMBERS ONLY**SIGN UP NOW***. does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or veteran status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.
About this company
About **MEMBERS ONLY**SIGN UP NOW***.:
**MEMBERS ONLY**SIGN UP NOW***., founded in 1872 as a land-grant institution, is currently ranked as a Top 25 Public University by US News & World Report and a Top 25 Public Research University by the National Science Foundation. The main campus is located in Blacksburg, Virginia which was recently named the Best Place in the US to Raise a Family.
Through a combination of its three missions of learning, discovery, and engagement, **MEMBERS ONLY**SIGN UP NOW***. continually strives to accomplish the charge of its motto: Ut Prosim (That I May Serve). As the Commonwealth's most comprehensive university and its leading research institution, **MEMBERS ONLY**SIGN UP NOW***. serves a diverse population of 30,000 students and 8000 faculty and staff from over 100 countries, and is engaged in research around the world.
**MEMBERS ONLY**SIGN UP NOW***. does not discriminate against employees, students, or applicants on the basis of age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, genetic information, or veteran status; or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees, or applicants; or any other basis protected by law.
For inquiries regarding non-discrimination policies, **** or **MEMBERS ONLY**SIGN UP NOW***., North End Center, Suite 2300 (0318), 300 Turner St. NW, Blacksburg, VA 24061.
Recent Rankings for **MEMBERS ONLY**SIGN UP NOW***.:
Top 25 Public University - US News & World Report
Top 25 Public Research University - National Science Foundation
#1 Fittest College - Active Times 50 Fittest Colleges
#1 Top Universities for Food & Dining
#1 Research Park - Association of University Research Parks
#5 Best College Campuses in the US
#5 Best Quality of Life
#7 Happiest Students
#13 Best Skilled and Educated Graduates
About the Community:
Nestled on a plateau between the Blue Ridge and Allegheny mountains, the Town of Blacksburg is part of Montgomery County in the heart of Virginia's New River Valley. Because of the town's award-winning services, reasonable cost of living, safety, moderate climate, and abundant leisure activities, Blacksburg is consistently ranked among the nation's best places to live and has a nationwide reputation as a well-managed, growing, and forward-looking community.
Recent Rankings for the Community:
#1 Best Place in the US to Raise a Family
#1 Best college Town in the South
#2 Best College Football Town in America
#8 College Town in the nation
#14 America's Most Educated Small Towns
#39 Best Small Place for Business and Careers
Additional Resources:
A Great Place to Work (video): ****Principles of Community: ****Prospective Faculty Information: ****Veteran Resources: ****Veteran Testimonials (video): ****Campus Locations: ******MEMBERS ONLY**SIGN UP NOW***. does not discriminate against employees, students, or applicants on the basis of age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, genetic information, or veteran status; or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees, or applicants; or any other basis protected by law.
For inquiries regarding non-discrimination policies, **** or **MEMBERS ONLY**SIGN UP NOW***., North End Center, Suite 2300 (0318), 300 Turner St. NW, Blacksburg, VA 24061.
Location/Region: Blacksburg, VA (US)
Posted on
Jobs.Roanoke.com
2018-08-10

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