IT Support Specialist IV

The IT Support Specialist IV's scope includes providing technical support and assistance to departments, faculty, staff, and students with the use of software applications, customized applications, systems support, and websites, etc. This position may also manage area or unit IT software projects in support of business operations.

• Provides advanced lead-level technical support to faculty, staff, and students for Learning Management Systems, educational media platforms, classroom technologies, online course materials, and related instructional technology resources.
• Coordinates day-to-day operational support for online, hybrid, and technology-supported academic programs to help ensure reliable access to course materials, videos, assessments, and other digital learning resources.
• Administers and maintains assigned online course environments, instructional technology resources, and academic technology workflows under established school standards and direction from the Senior IT Support Specialist.
• Leads technical implementation activities for approved instructional technologies and software, including testing, configuration support, user documentation, rollout coordination, and post-implementation support.
• Provides advanced faculty consultation on supported learning systems, educational software, and instructional technology tools and escalates instructional design standards or school-wide decisions as appropriate.
• Provides lead-level technical support for desktop hardware, operating systems, software applications, peripherals, and related school-supported technology resources.
• Resolves complex hardware, software, operating system, application, network connectivity, and instructional technology issues within the School's support scope.
• Coordinates escalations with Institutional Information Technology and approved vendors when issues require enterprise-level support, specialized assistance, or services outside school-level support.
• Monitors complex or high-priority support issues through successful resolution and communicates status, risks, and follow-up needs to affected users and the Senior IT Support Specialist.
• Participates in scheduled on-call or after-hours technical support, as needed, to maintain continuity of critical academic technology and business operations.
• Coordinates approved maintenance, enhancement, accessibility review, and content updates for the School website, intranet, online course templates, and other web-based resources under the direction of the Senior IT Support Specialist.
• Implements approved website and intranet improvements, verifies content accuracy, and supports consistency across school-level digital resources.
• Identifies operational issues in web-based resources, recommends technical corrections, and coordinates approved updates or escalations.
• Coordinates deployment, configuration, imaging, maintenance, upgrade, and support activities for departmental computers, peripherals, software applications, and related technology equipment in accordance with institutional standards and approved procedures.
• Coordinates procurement support, deployment planning, inventory management, configuration, and lifecycle replacement activities for computers, peripherals, software, and related technology equipment in accordance with TTUHSC purchasing policies and procedures.
• Maintains and reviews records for assigned equipment, software, service requests, support trends, and technical support activities to support continuity and operational planning.
• Coordinates preparation, distribution, and maintenance of electronic course evaluation tools and other technology-supported academic resources. 
• Develops, maintains, and improves technical documentation, user guides, procedures, checklists, and knowledge resources supporting school-level academic technology operations, desktop support, and end-user support.
• Develops and delivers advanced technical training, individualized consultation, and user support resources for faculty, staff, and students on supported technology platforms.
• Maintains awareness of emerging instructional technologies, Learning Management System enhancements, software applications, and support practices and develops technical recommendations for review by the Senior IT Support Specialist or departmental leadership

Bachelor's degree with coursework in computer science, MIS, IT, or other related area plus five (5) years related full-time paid experience OR a combination of related education and/or experience to equal nine (9) years. Applicants for this position will be subject to a criminal background check after a conditional offer of employment has been extended, but before employment can be confirmed.