Job Description
This position is an on-site administrative tiers Two and Three level support position for the enterprise campus supported Panopto lecture capture system. This position will also provide Tier Two and Three level back up support for the campus’s Zoom open collaboration platform. In addition, the position will support technology applications installed inside DELTA’s departmental meeting spaces. Individuals at this level will be required to solve complex problems within the managed software for both Panopto and Zoom. Required to perform under tight deadlines and in response to time sensitive scheduled recording and or streamed events that cannot be changed. This position ensures that DELTA policies regarding all supported applications are enforced, and monitors application performance daily.
Experience Required
3+ years of at least Tier Two level Technical Support and Customer Service experience. Proven customer focus with outstanding interpersonal skills and the ability to work and motivate individuals. Excellent verbal, written communications, and customer service skills Support Experience with ITSM solutions, such as ServiceNow or equivalent Excellent knowledge of Panopto enterprise software applications commonly used for lecture recording, screencasting, video streaming, and video content management software or equivalent. Eight plus years of experience in information technology, customer service, or higher education. Excellent knowledge of Zoom Unified Communication and Collaboration Platforms. Excellent problem solving and analytical skills. Experience working in Help Desk or Technology Support Environments.