Help Desk Support Engineer with Moodle LMS, OMR/OpScan, MS office and government experience

IN001562

 

Help Desk Support Engineer with Moodle LMS, OMR/OpScan, MS office and government experience

Location: Charlotte, NC

Duration: 6 months

Positions: 1

Description:

The University of North Carolina at Charlotte (UNCC) is seeking to fill a short term (approximately 6 month) contractor assignment. This position will report to the Technical Systems Lead in the Center for Teaching and Learning, a division of Information and Technology Services. The position will assist with help desk operations for the Moodle learning management system (LMS) and other instructional technologies, including direct handling of technical support requests from faculty, staff, and students.

Duties may include:

•Diagnosing and resolving increasingly complex issues by developing an in-depth knowledge of the technology and how it is successfully applied in an instructional or academic context

•Consulting with subject-matter experts and available information resources to identify the most appropriate course of action for each issue

•Communicating the steps required to resolve each issue in an appropriate and effective manner, based on the skill level and other characteristics of the specific client

•Redirecting requests to the appropriate parties as necessary, including urgent or sensitive issues that must be addressed by management staff and highly complex 

issues escalated to subject matter experts

•Sharing common issues, best practices, and other acquired knowledge using e-mail, internal knowledge bases, and other forms of electronic or face-to-face 

communication

In addition, the position may assist with OpScan operations, which involves scanning paper forms using an Optical Mark Reading (OMR) device and associated computer 

software.

Duties may include:

•Prioritizing individual requests as necessary to ensure that urgent requests are completed on time

•Verifying that paper cover sheets are completed correctly and electronic results are successfully sent

•Communicating directly with faculty by phone, e-mail, or face-to-face to arrange pickup or answer questions regarding OpScan operations

•Troubleshooting minor software problems or mechanical malfunctions, escalating more serious issues to the appropriate parties for resolution

 

Required:

•Minimum of two (2) years experience performing technical support or help desk responsibilities

•Minimum of a bachelor''s degree in instructional technology, information systems, or a related field

•Proficient in Microsoft Word, Excel, and Outlook

•Ability to perform well in a multi-task environment

•Excellent written and oral communication skills

•Demonstrated experience working in a team environment

Preferred:

•Experience working in a university environment

•Experience working with Moodle

•Experience working with OpScan

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