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Information Technology Specialist II

Please see Special Instructions for more details.

Please attached a cover letter and a resume. There are no relocation cost allowances for candidates applying from outside of the Houston area.

Posting Details

Position Information

Job Title Information Technology Specialist II
Department Glasscock School of Continuing Studies
Full Time/Part Time Full-Time
Requisition Number S18054
Open Date 08/04/2017
Close Date
Salary Information

$47,700 – $62,600

Work Schedule

From Monday through Thursday, will work from 11 a.m. to 7:30 p.m., and on Friday from 8 a.m. to 4:30 p.m. when evening online classes are in session. When evening online classes are not in session, may work between 8 a.m. and 5 p.m.

Benefits Eligible Yes
Eligible for Overtime No
Position Summary

The Information Technology Specialist II takes a lead role in training instructors, staff, and students, as well as provides support and advice regarding all aspects of desktop client/server computing resources, registration system, learning management system, and marketing systems. This position serves as the administrator and trainer for educational technologies and for Blackboard Collaborate.

Education Required Bachelor's Degree
Concentration / Degree Type
Substitution for Education Requirement

Experience may not be substituted for the education requirement.

Education Preferred

Master’s degree is preferred.

Experience Required 3 years
Type of Experience

Related experience in IT system and user support.

Substitution for Experience Requirement

Education may not be substituted for the experience requirement.

Experience Preferred

Four or more years of professional experience directly related to the duties and responsibilities of this position.

License/Certification Required
License/Certification Preferred
Skills Required

- Excellent interpersonal and communications skills, including excellent command of the English language, both oral and written, one-on-one and in groups.
- Proven ability to handle multiple tasks and demands at once. Highly organized and a proactive communicator, providing timely follow-up to requests.
- Able to work independently and to think strategically.
- Able to learn new systems software quickly and thoroughly.
- Skilled with a variety of software including Microsoft Office software, databases, learning management systems, and web conferencing software.
- Strong knowledge of distance learning best practices and experience in training others to use educational technologies.
- Able to provide technology troubleshooting and problem-solving, particularly in relation to personal computers, laptops, and mobile devices when they are accessing educational technologies.
- Proven project management skills and ability to manage multiple projects at one time.

Skills Preferred

- Change management experience.
- Knowledge of how different personality types learn in different ways.

Internal / External Contacts

- Significant interaction with instructors, staff, students, and vendors.
- Periodic contact with Rice University central IT and with campus organizations.

Physical Demands

- Must be able to work at a computer for many hours per day with reasonable breaks. – Must be able to coordinate multiple demands and projects at one time.

Working Conditions

From Monday – Thursday, will work from 11:00 a.m. to 7:30 p.m., and on Friday will work from 8:00 a.m. to 4:30 p.m. when evening online classes are in session. When evening online classes are not in session, may work 8:00 a.m. to 5:00 p.m. Will be required to carry a cell phone and to be reachable outside of regular hours as scheduled by management.

Security Sensitive Yes
Special Instructions to Applicants

Please attached a cover letter and a resume.

There are no relocation cost allowances for candidates applying from outside of the Houston area.

Quick Link for Posting http://jobs.rice.edu/postings/11416

Job Duties

Job Duty Name Special Projects and Compliance
Description of Job Duty

- Participate in and/or manage special projects assigned by the Director of IT and Operations.
- Participate in campus groups and organizations related to teaching and learning with technology.
- Comply with terms of contracts with various software vendors.
- Comply with Rice and GSCS policies and procedures.

Percentage of Time 5
Job Duty Name Technical Support & Customer Service
Description of Job Duty

- Take on the lead role and provide training and frontline technical support to instructors, staff, and students on the use of educational technology, courses, desktop support, and other software/systems.
- Provide outstanding customer service to instructors, staff, and students by troubleshooting and assisting with courses and educational software and systems.
- Provide excellent responsiveness to calls for assistance from instructors, staff, and students.
- Develop and deliver high quality training to instructors, staff, and students for desktop computing, software use, and teaching online.
- Prepare a monthly report on help calls and progress of projects.
- Provide second tier support to staff in the absence of the School’s Systems Administrator.
- Provide support to the e-Learning team involving course development and training.
- Assist the Systems Administrator with training for and documentation of the student registration system.
- Comply with Rice and GSCS policies and procedures.

Percentage of Time 95

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
Optional Documents
  1. Writing Sample
  2. Other Document
  3. Curriculum Vitae

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a bachelor's degree?
    • Yes
    • No
  2. * Do you have three or more years of related experience in IT system and user support?
    • Yes
    • No
  3. * Please briefly describe your experience providing support, instruction, and advice regarding all aspects of desktop client/server computing resources in your current or previous professional role.

    (Open Ended Question)

  4. * Do you have experience developing and providing training, providing frontline technical support, and troubleshooting for software/systems?

    (Open Ended Question)

  5. * Please describe how you have demonstrated outstanding customer service in similar roles as the Information Technology Specialist II.

    (Open Ended Question)

  6. * Are you familiar with and/or willing to learn quickly a variety of software including learning management systems, registration systems, marketing systems, and databases?

    (Open Ended Question)

  7. * Are you willing to carry a cell phone and be reachable outside of regular business hours if scheduled in advance?

    (Open Ended Question)

  8. * Please provide the salary or range that you would require or consider for this position.

    (Open Ended Question)