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Instructional Technology Systems Manager - Help Desk Support
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Position Number: 1181837
Location: Macomb, IL
Position Type: Instructional Technology and Design

Instructional Technology Systems Manager - Help Desk Support

About Western Illinois University:
Western Illinois University, accredited by the Higher Learning Commission and a member of the North Central Association of Colleges and Schools, serves nearly 10,000 students at its traditional, residential four-year campus in Macomb, IL and its metropolitan, non-residential campus in Moline, IL. Compliance to state and federal hiring standards is coordinated through WIU's Office of Equal Opportunity & Access.

Western Illinois University is an Affirmative Action and Equal Opportunity employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including, but not limited to, minorities, veterans, women and individuals with disabilities. WIU has a non-discrimination policy that includes discrimination based on an individual's membership in the following classes: sex, race, color, sexual orientation, gender identity, gender expression, religion, age, marital status, national origin, disability, genetic information, veteran status, and any other classes protected by state or federal law.

Job Description:
APPOINTMENT: Spring, 2018

RESPONSIBILITIES: The successful candidate will provide quality technical assistance and support of current technologies and web-based systems. This person will perform quality customer service and problem-solve reported issues or concerns via email and phone, to a wide variety of people throughout the country. The candidate will track and report all customer contacts and solutions via the provided Help Desk ticketing system, and provide monthly reports to clients. The person in this position will assist in setting policies and procedures for the Help Desk team and developing project and support documentation. The person in this position will also be responsible for reviewing and understanding CAIT's web-based systems, as well as provide quality assurance for those systems. Additionally, this person will train and oversee student employees within the Help Desk team.

RANK & SALARY: Salary contingent upon education, skill-sets and experience. This position is a full-time University position complete with a comprehensive benefits package including full health and dental benefits and participation in the State Universities Retirement System (SURS). Western Illinois University offers a competitive benefits package that includes domestic partner benefits. For full benefit information visit: http://www.wiu.edu/hr/benefits.php .

Requirements:
REQUIRED QUALIFICATIONS: A Bachelor's degree or prior professional experience in Help Desk Support or Customer Service. The following areas of study will be given preference: Communications, Instructional Technology or a related field. Must have applied knowledge of Internet browser technologies, Apple and Windows operating systems, and the ability to problem-solve common issues with web-based systems. The successful candidate must be proficient in English, exhibit excellent verbal and written communication skills, attention to detail, initiative, decision-making skills, as well as the ability to multi-task and use sound judgment. Must be able to work a flexible schedule including nights, weekends, and holidays. A successful background check is required for the person hired for this position.

PREFERRED QUALIFICATIONS: Ability to quickly learn new web-based systems and experience providing software quality assurance is preferred. Instructional design experience or technical writing experience is also preferred. Prior leadership experience and proficiency with Microsoft Office is a plus.

For a degree to be considered, it must be conferred from a regionally accredited degree-granting institution of higher education (or equivalent from an international accrediting body).

Additional Information:
THE DEPARTMENT: The Center for the Application of Information Technologies' (CAIT) mission is to develop, deploy, and support online learning systems and applications for educational entities, businesses, public agencies, and not-for-profit organizations. Additionally, CAIT promotes the on-going development of professional skill-sets and/or educational attainment for all staff members. Operating within the University environment, the atmosphere at CAIT is one of innovation and experimentation and with direct application to deployed projects and systems.
THE UNIVERSITY: Recognized as a "Best Midwestern College" by the Princeton Review for 14 consecutive years and as one of 37 public universities ranked a top tier "Best Midwestern University" by U.S.News & World Report, Western Illinois University (WIU) serves nearly 10,000 students at its traditional residential campus in Macomb and its metropolitan, non-residential location in Moline, Illinois.

The WIU-Macomb and -Quad Cities campuses are comprised of accomplished faculty, state-of-the-art technology and facilities, and a wide range of academic and extracurricular opportunities. Western is a comprehensive university offering 66 undergraduate and 38 graduate degree programs, which includes an Ed.D. in educational leadership and a Ph.D. in environmental science. With a student-to-faculty ratio of 15:1, the University's 566 full-time faculty members teach 96 percent of all undergraduate and graduate courses, in addition to eight pre-professional degree programs and 19 certificate programs.

Western offers a broad-based athletics program, sponsoring 19 NCAA Division I intercollegiate varsity sports. Football competes in the NCAA Division I Football Championship Subdivision through the Missouri Valley Football Conference; all other varsity sports compete at the Division I level through The Summit League. WIU is the cultural center of the region. University Libraries house an extensive collection and offer online database access to thousands of academic periodic journals and publications.

WIU-Macomb, IL (Student Population: 8,109): A traditional, residential four-year campus with select graduate programs, including a doctorate in education, WIU-Macomb is located in the heart of west central Illinois in Macomb (population 20,000). Macomb is an Amtrak city with twice-daily service to Chicago. Macomb is located approximately 75 miles from the Quad Cities International Airport (Moline, IL) and 70 miles from the Greater Peoria Regional Airport (Peoria, IL).

WIU-Quad Cities (Student Population: 1,332): The only public university in the Quad Cities area, WIU-QC offers select undergraduate and graduate programs, including a doctorate in education and a doctorate in environmental studies, at its metropolitan, non-residential campus in Moline, IL (population 44,000). The Quad Cities (population 376,000) rests on the banks of the Mississippi River and is comprised of Moline and Rock Island in western Illinois and Davenport and Bettendorf in eastern Iowa. Moline, Illinois is home to the Quad Cities International Airport.

Application Instructions:
APPLICATION: Complete applications include:
1) a letter of application
2) current curriculum vita or resume
3) the names, telephone numbers, and e-mail addresses of three current professional references
4) copies of unofficial academic transcripts and any certifications/licenses required, official copies will be requested of selected candidate

To Apply, go to:
https://wiu.interviewexchange.com/jobofferdetails.jsp?JOBID=95202

**Note** In order to upload Individual documents must be under 2 MB in size.

Screening will begin on April 9, 2018 and continue until the position is filled.

Western Illinois University endeavors to provide a safe environment for its employees and students and requires candidates to submit to a background investigation upon offer of employment. Employment is contingent upon compliance with University policies and procedures relating to the receipt and evaluation of information contained in the background investigation.

Questions regarding the search may be directed to: Margaret Taylor at MR-Taylor@wiu.edu

For assistance with the online application system contact the Office of Equal Opportunity and Access at (309)298-1977 or via email at eoa-office@wiu.edu