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Lead Client Technologies Analyst, GSBM Online Program

Apply now Job no: 497302
Work type: Restricted
Location: West LA Campus
Categories: Technology, Information Technology

The Lead Client Technologies Analyst supports learning technology use for the GSBM online program in order to advance student learning and superior scholarship.


  • General Duties: Assess the learning technology needs of the students and faculty of the Graziadio School of Business and Management fully online and flex programs. Research learning technologies and trends in higher education Manage, support, create documentation for, and conduct training on specific departmental learning technology resources (e.g. Adobe Connect, VoiceThread, Google Apps, Sakai 11, etc.). Create knowledge base articles for and conduct support cross-training on Graziadio learning technology resources for university help desk. Install Graziadio-specific software on constituent systems (e.g. SPSS, etc.), including Graziadio staff. Track and resolve all work requests in IT's help desk ticketing system to provide success metrics. This will be primarily focused on Graziadio academic learning issues.
  • Instructional Consulting: Supports the ongoing instructional technology needs of the faculty of Pepperdine University. Meets with professors to understand the learning objectives of an online class, consults with professors to offer guidance on tools and content, and produces materials to support student learning and faculty professional development. Provides Tier I & Tier II support for instructional technologies and coordinate with vendors for Tier III issues. Explores new technologies, develops documentation, conducts orientation and training events, creates media and learning objects, and analyzes data from learning tools to generate reports on usage and effectiveness. Focuses on faculty partnership, training, and support; instructional media and learning object creation; and evaluation and analysis of instructional effectiveness. Assesses the academic needs of the community to develop plans to enhance the curriculum in close partnership with programs or faculty. Coordinates with other technical groups, instructional teams, and external vendors on more complex projects. Documents processes and solutions and develops end-user guidelines and case studies. Evaluates and recommends instructional software and hardware and writes proposals for purchasing new or upgraded products. Demonstrates expertise in various instructional modalities, practices, and applications and hardware. Troubleshoots and provides outstanding customer service, presentations, and support.
  • Desktop Support: Provides support on standard client hardware and software products. Configures and installs desktop PCs and peripheral equipment. Assists in the deployment of new images, software/hardware upgrades, and fixes. Troubleshoots problems using scripts and checklists as guides: escalates when necessary. Researches trouble issues with guidance from others. Documents problem status and resolution in tracking log. Alerts team members about recurring problems. May provide on-the-spot training to university community. Documents solutions to common problems and responses to frequently asked questions. Identifies service improvements and shares success stories with university community and team members. Researches, evaluates, and implements new technology products Reviews periodicals, journals, and other sources of information to keep abreast of new developments in technology and solutions to common issues Attends technical training and development programs as needed to maintain a high level of technical competence.
  • Online Technology Support: Supports the learning technology use for the GSBM online program mostly at the course level but also when needed at the desktop level. Works directly with university constituents to provide technology support and training for the ongoing instructional technology needs of the Graziadio online faculty/students and, when needed, to assist with technology support for daily operations and projects.
  • Engages in professional development related activities. Provides timely and complete project status reports to supervisor as requested. Serves on various committees, internal and external to the information technology division.
  • Uphold University mission through work performed.
  • Perform other duties as assigned.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required: Requires Bachelor’s degree or High School diploma with significant relevant experience. Requires minimum 2 years of relevant IT work experience. Demonstrates working knowledge of basic hardware and software products and problem solving/troubleshooting skills. Advanced knowledge of working with computers and applications in a networked environment; ability to trouble shoot hardware, software, and server-related problems; knowledge working with Microsoft Office applications; file conversion, HTML and/or HTML editors; Web site administration; graphic design software and graphic preparation for various delivery (Web, PowerPoint, etc.); digitization of materials (graphic and text scanning, slide scanning, etc.); knowledge of working with mainframe applications; knowledge of pedagogical theory, tips and techniques using technology.

Preferred: Bachelor’s degree in technology (computer science, graphic or information design) business, education, or related field; courses in technology, education, graphic or information design; certification in computer applications. Experience training end users in hardware or software in an academic setting. Record of innovation and creativity in identifying and integrating technological solutions to pedagogical needs. Knowledge of widely-used and emerging hardware, software, applications, resources and techniques within an academic environment. Ability to generate faculty enthusiasm for and engagement in the use of new technologies for teaching.  Experience supporting learning management systems and other tools widely-used for teaching, such as Sakai. Experience with Web authoring tools, Web-based collaboration environments, multimedia tools, presentation software, streaming video and learning management systems. Experience designing and developing Web-based instructional resources, which incorporate graphics, audio and video. Experience developing and delivering training to an audience with varying levels of technical understanding. Demonstrated ability to effectively plan and implement instructional technology projects. Excellent time management and project management skills.  Demonstrated ability to manage a complex workload, prioritize tasks and use good judgment in providing services based on goals. Excellent interpersonal, oral and written communication skills. Ability to establish good working relationships with a wide range of people within an academic community. Ability to work independently and as a member of a team. Experience successfully managing staff or student workers. Demonstrated commitment to providing outstanding customer service.

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening.

This is a restricted, exempt, 40 hour per week position.

Salary: Commensurate with experience

Advertised: Pacific Standard Time
Applications close:

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