Instructional Technology Assistant - SOM Office of Medical Ed

JOB DESCRIPTION

The Instructional Technology Support Assistant provides in-person, on-site technical support for the MD Program curriculum, including IT helpdesk, classroom audiovisual, presentation, learning technology, and examination support. The position supports medical students and faculty members with active teaching responsibilities in the MD curriculum and is expected to perform most duties from designated campus instructional locations.

The position requires a strong information technology foundation and working knowledge of current instructional and audiovisual hardware and software used in educational settings. The employee diagnoses and resolves routine and non-routine hardware, software, connectivity, presentation, and exam-related issues of minor to moderate complexity. Using independent judgment and discretion within established procedures, the employee recommends course-delivery and presentation options that best align with faculty instructional goals.

RESPONSIBILITIES

SCOPE OF ROLE

Applies entry-level professional knowledge, concepts, principles, and skills within defined parameters. Demonstrates initiative and discretion in resolving routine and non-routine matters. Assignments, expectations, and deadlines are established by the supervisor, who may review work for quality. The position contributes to reliable instructional delivery, positive end-user experiences, documentation, preventive maintenance, and compliance with applicable University and School of Medicine technology policies.

PRIMARY DUTIESClassroom, Lecture, and Small-Group Technology Support

• Provides daily in-person, on-site support for lectures, small-group sessions, laboratories, and other MD Program instructional activities.

• Assists faculty and students with digital images and audio, Microsoft PowerPoint, Poll Everywhere, Solstice wireless presentation equipment, enterprise learning applications, and virtual meeting technologies such as Zoom and Microsoft Teams.

• Loads, tests, and validates presentation or instructional content before classes, meetings, examinations, and other scheduled activities, as assigned.

• Diagnoses and troubleshoots computer hardware, software, audiovisual, projection, audio, display, presentation, and connectivity problems; uses discretion to determine the appropriate course of action and escalates issues outside the position's support scope.

• Advises faculty on practical course-delivery, presentation, conferencing, and media options based on the instructional outcome they are seeking to accomplish.

• Provides general-use training and just-in-time coaching for presentation delivery systems, classroom technology, and video conferencing software to lecturers, small-group faculty, and meeting hosts.

• Provides responsive, professional customer service during time-sensitive instructional activities and communicates status, workarounds, and escalation needs clearly.

Instructional Space and Equipment Support

• Provides on-site support for equipment in designated UME instructional spaces, including small-group rooms, lecture halls, and the anatomy laboratory.

• Performs routine hardware and software maintenance, printer support, supply replenishment, problem reporting, and general upkeep of instructional technology equipment and spaces.

• Conducts and documents preventive maintenance activities at least monthly and before high-impact instructional or examination events when assigned.

• Monitors the appropriate use and security of audiovisual, multimedia, video, and information technology equipment.

• Maintains accurate service records and promptly reports equipment failures, room-readiness concerns, recurring incidents, and replacement needs through established channels.

Student Helpdesk and Examination Support

• Provides in-person and remote end-user support to medical students, including basic troubleshooting for Windows and macOS devices, Microsoft 365 applications, wireless or network connectivity, browsers, peripherals, and approved educational software.

• Provides on-site exam support and basic troubleshooting for device readiness, connectivity, authentication, and approved examination software, including NBME examination software when applicable.

• Uses discretion to select the best immediate response, workaround, or escalation path while protecting exam integrity and minimizing disruption to the testing environment.

• Provides guidance on proper computer use, software maintenance, updates, and virus or malware prevention within applicable UMB and School of Medicine policies.

• Uses standardized School of Medicine helpdesk ticketing and end-user management systems to record incidents, actions taken, outcomes, and required follow-up.

Training, Documentation, and Instructional Consultation

• Conducts individual and group training presentations on designated instructional technologies, software applications, classroom systems, and technology-supported teaching practices.

• Creates, updates, and contributes to user guides, checklists, standard operating procedures, troubleshooting documentation, and the digital knowledge base.

• May collaborate on training plans, blended-learning implementation strategies, curriculum technology design and customization, and consultation regarding appropriate use of course media.

• May assist with testing, implementation, and user adoption of new or upgraded instructional technology solutions.

Policy, Service, and Other Responsibilities

• Follows and implements applicable UMB and School of Medicine computer hardware, software, network-use, security, privacy, accessibility, and acceptable-use policies and procedures.

• Coordinates with UME staff, course teams, examination staff, classroom support partners, and technology service units to resolve issues and support continuity of instruction.

• Performs other related duties as assigned.

QUALIFICATIONS

Education: Bachelor's degree in instructional technology, information technology, computer science, educational technology, instructional design, or a related field.

Experience: Entry-level professional experience supporting instructional technology, classroom audiovisual systems, end users, or educational software is preferred. A combination of directly related education and experience may be considered in accordance with UMB substitution standards.

Supervisory Experience: N/A

Certification/Licensure: N/A

Other: The position requires regular on-site presence and the ability to provide support in campus instructional spaces during scheduled curricular and examination activities.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of information technology helpdesk practices, audiovisual systems, classroom presentation technologies, and instructional applications used in higher education.

• Ability to diagnose and resolve minor to moderately complex hardware, software, audiovisual, connectivity, and end-user issues in time-sensitive instructional settings.

• Ability to support both Windows and macOS end users and to provide effective support for Microsoft 365 applications.

• Ability to exercise sound judgment, follow established procedures, recognize when escalation is required, and communicate technical information in clear, user-friendly language.

• Strong customer service, interpersonal, verbal, written, presentation, documentation, organization, and follow-through skills.

• Ability to work cooperatively with faculty, students, staff, and technical partners while also working independently and managing competing priorities.

• Ability to learn new technologies quickly and apply acquired knowledge when recommending appropriate instructional delivery options.

• Ability to demonstrate, understand, apply, and adhere to the UMB Core Values of Respect and Integrity, Well-being and Sustainability, Equity and Justice, and Innovation and Discovery.

PREFERRED SKILLS AND TECHNICAL EXPERIENCE

• Experience supporting Panopto video management, lecture capture, or media workflows.

• Experience supporting Moodle or a comparable learning management system.

• Experience supporting Poll Everywhere or comparable classroom audience-response technology.

• Experience with NBME examination software or comparable secure computer-based testing platforms.

• Experience supporting Solstice wireless presentation systems, Zoom, Microsoft Teams, classroom audiovisual control systems, and presentation peripherals.

• Familiarity with IT service-management ticketing systems, digital knowledge bases, endpoint management tools, and preventive maintenance procedures.

• Experience providing technology support in medical education, higher education, examinations, or another high-service instructional environment.

HR CLASSIFICATION REFERENCE

Job Title: Assistant, Instructional Technology

Technical Role: Information Technology - Instructional Technology Professional Level I

Pay Level: C

Job Code: E0719C

ABOUT US

The University of Maryland, Baltimore (UMB) is Maryland’s public health, law, and human services university. Six professional schools and the interdisciplinary Graduate School confer the majority of health care, human services, and law professional degrees in Maryland each year.

Our goal is to support the University’s mission of education, research, clinical care, and public service by amplifying UMB’s voice as a thought and action leader, and to enhance goodwill in the communities and people with whom we engage. UMB is a public university and constituent institution of the University System of Maryland. All employees are expected to work primarily physically within the State of Maryland.

UMB is committed to cultivating a diverse and inclusive workforce and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, ancestry or national origin, sex, pregnancy or related conditions, sexual orientation, gender identity or expression, genetic information, physical or mental disability, marital status, protected veteran's status, or any other legally protected classification.

If you anticipate needing a reasonable accommodation for a disability under the Americans With Disabilities Act (ADA), during any part of the employment process, please submit a UMB Job Applicant Accommodation Request (https://umbforms.wufoo.com/forms/umb-job-applicant-accommodation-request/) . You may also contact [email protected]. Please note that only inquiries concerning an ADA request for reasonable accommodation will be responded to from this email address.

The University of Maryland, Baltimore prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to the Title IX Coordinator. Read the UMB Notice of Non-Discrimination (https://www.umaryland.edu/policies-and-procedures/library/administration/policies/vi-100c.php) for more information.

UMB is a public university and constituent institution of the University System of Maryland. All employees are expected to work primarily physically within the State of Maryland. Regular and contractual employee are eligible for a comprehensive benefits package (https://www.umaryland.edu/media/umb/hr/new-employees/pdfs/summaryofbenefits-05.09.23-final.pdf)

Job Identification: 258

Job Category: Information Technology

Job Schedule: Full time

Expected Salary $56,000 - $60,000

SOAPF 205-10102070-M3OOPE-00000000-120

JobType Regular