Academic Technology Consultant

EDUC TCHL SPEC 3 TX (004505)

UCPath Position ID: TBD_940569

Position Description History/Status

Approved Date:

10/29/2025 11:02:32 AM

Date Last Edited:

10/29/2025 11:02:29 AM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

1160O

Organization:

ANDERSON SCHOOL OF MANAGEMENT

Division Code:

1161D

Division:

MANAGEMENT DIV

Department:

030000 - ANDERSON GRAD SCH OF MANAGEMENT

Position Details

UCPath Position Number:

TBD_940569

Position Description ID

246475

UC Payroll Title:

EDUC TCHL SPEC 3 TX (004505)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

TX: Technical

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

41141815

Reports to Payroll Title:

BUS TCHL SUPP SUPV 2

UCPath Department Head Position Number:

40141288

Department Head Payroll Title:

INFO SYS MGR 2

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION SUMMARY

Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Director, Academic Technology Solutions (ATS), the Academic Technology Consultant provides academic technology support to about 400 Anderson School faculty and staff and 2000 students in various academic programs. The ATS team, which is made up of both full-time staff and student workers, advocates and supports the use of technology, which includes hardware, software, and A/V equipment, in Anderson classrooms and other learning spaces. The ATS team serves as the 2nd tier support to the ACIS Helpdesk, handling inquires related to educational technology, such as video and web conferencing, classroom A/V equipment, learning management system, course evaluation, productivity and collaboration software, and etc. ATS works closely with other internal teams within ACIS to ensure issues and requests are resolved as quickly as possible. The Academic Technology Consultant will perform hands-on support tasks, resolve technical problems, monitor service ticket system, classroom hotline, and email inboxes, operate A/V systems, and provide training and documentation to Anderson and guest users. This position will have extensive interactions with Anderson staff and faculty to understand course objectives and technical requirements and to provide consultation and support including setting up, configuring, testing, and troubleshooting A/V equipment, network, computers, and software systems in classrooms and other learning spaces for instructions, seminars, workshops, and conferences. This position will research, evaluate, implement, deploy, and support instructional technologies solutions, as well as manage and participate in classroom and instructional technology upgrade and roll-out projects.

This position reports to the Director, Academic Technology Solutions. Incumbent must be able to function effectively as a member of a team, and work on a variety of concurrent issues, with minimal supervision. Must be able to lead student workers and work independently on off-hour shifts. Will meet regularly with the supervisor to evaluate outstanding issues.

Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Director, Academic Technology Solutions (ATS), the Academic Technology Consultant provides academic technology support to about 400 Anderson School faculty and staff and 2000 students in various academic programs.

INSTRUCTIONAL AND CLASSROOM TECHNOLOGY SUPPORT

1. Work closely with instructors, TAs, program and faculty support staff to resolve questions and issues about the learning management system (CCLE Moodle), course evaluation system, productivity and collaboration software, and other systems related to instruction and collaboration. (E) 2. Consult with instructor and program staff to determine the computing, A/V, and logistical requirements of each special class session request; follow through on the detailed planning of the sessions and ensure flawless execution. (E) 3. Provide training and technical support to instructors and remote participants for web and video conferences. (E) 4. Check, set up, program, operate, and troubleshoot A/V and video conferencing equipment in the classroom. (E) 5. Monitor the status and optimize the quality of web and video conferences. (M) 6. Provide technical assistance, training, and on-site support to staff, faculty, and guests for their classroom needs (e.g. projectors, mics, lectern touch panel, and computer). (E) 7. Coordinate and assist in the live recording and streaming of class sessions, and monitor and optimize the system performance and video quality. (E) 8. Perform walk-through prior to the start of special class session as required by the instructor or the program. (E) 9. Manage and participate in special instructional or classroom technology-related projects. (E) 10. Schedule and coordinate ACIS resources, other UCLA and/or Anderson departments, vendors, and contractors to ensure project tasks are done on-time and in logical sequence, meeting project deadlines. (E) 11. Research, evaluate, implement, program, deploy, and support instructional technologies and end-user computing devices as they interface with classroom A/V system. (E)

40%

MONITOR ACIS HELPDESK AND CLASSROOM HOTLINE

1. Provide telephone and in-person consultation to Anderson faculty  (and staff and students as appropriate) for classroom and course-related technologies. (E)  2. Quickly and courteously respond to incoming phone calls, emails and web ticket submissions from faculty, staff and students. (E)  3. Troubleshoot instructional technology problems, especially those related to course evaluation, video conferencing, and learning management system. (E)  4. Schedule on-site repairs in the building. (E)  5. Follow designated procedures to collect data on user history and system configuration issues, and record these items in the Help Desk database. Maintain Help Desk log sheet to track all calls and maintain and update a database containing extensive records detailing the activities of each incidence of end user consultation. (E)  6. For calls to the Classroom Hotline gather location information and a brief description of the problem and dispatch a technician immediately. (E)

25%

COMPUTER REPAIR AND INSTALLATION

1. Troubleshoot computer related technical problems using a systematic and logical methodology; determine whether the source of the difficulty stems from hardware, software or the end user, and make the appropriate recommendations for resolution including software re-configuration, software re-installation, hardware repair or specialized end user consultation. (E)  2. In the case of software problems, isolate and resolve the issue by re-configuring software applications and / or re-installing software applications. (E)  3. In the case of hardware problems for faculty and staff systems: provide assistance in backing up data and coordinate the transfer of the system for servicing. Monitor and verify the repair of faulty hardware, and document the resolution. Provide post-repair consultation and verification of repairs in response to user questions. (E)  4. Remove and replace defective computer components, including hard disk drives, memory and network interface cards. (E)  5. Troubleshoot and correct network connectivity issues in the field. (E)  6. Develop and document images for standard desktop and laptop systems. (E) 7. Regularly check, maintain, and perform software installations and testing procedures on classroom podiums and computer labs to ensure integrity, trouble-shoot software problems with appropriate diagnostic tools and utilities until resolution. (E)  8. Upgrade software as new versions are acquired and approved, perform necessary backup and restore functions on designated systems. (E)  9. Install and troubleshoot input and output devices such as printers, scanners. (E)  10. Perform preliminary diagnostics and routine maintenance and troubleshooting on LCD projectors and classroom audio/visual equipment. (E)  11. Engage in problem-solving consultations with other members of the Computing Services staff to initiate timely solutions to a software or hardware problems. (E)  12. In cooperation with the Network group, make additions, deletions and modifications to user accounts. (E)

25%

TRAINING AND DOCUMENTATION

1. Lead student laptop configuration workshops. (E)  2. Create and update online training materials for the installation of and proper usage of hardware, software, and peripherals provided in classrooms and event spaces. (E) 3. Assist with workshops and seminars to a variety of audiences, with different levels of computer proficiency, on a variety of software programs. (E)  4. Provide orientation and training to Anderson staff, faculty, and students on classroom equipment, software, and web and video conferencing systems. (E) 5. Provide training and documentation to ACIS helpdesk staff on classroom technologies and A/V systems. (E) 6. Create training videos for faculty and students to learn how to use instructional technologies. (E)

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Minimum three years of technical service experience.

Required

Strong customer service orientation and possess the ability to establish and maintain cooperative working relations with faculty, students, Anderson and ACIS staff, as well as vendors and suppliers.

Required

Demonstrated ability to handle the highest difficulty customer service situations calmly, courteously and efficiently.

Required

Skill in portraying to the user availability and approachability, patiently listening to the user's description of the problem, probing with knowledgeable questions, interpreting information to advise and guide the user to an effective solution.

Required

Detailed knowledge of Moodle, the UCLA Common Collaboration and Learning Environment (CCLE).

Required

Familiarity with Anderson School faculty research and faculty/student instructional needs.

Required

Demonstrated ability to schedule, prioritize, and complete tasks in a fast-faced and demanding environment.

Required

Self-motivating, able to work as part of a team sharing duties and responsibilities with peers, generating own assignments and completing them without supervisor involvement.

Required

Demonstrated ability to work under time constraints and competing requests for services, and to set priorities which accurately reflect the relative importance of job responsibilities.

Required

Demonstrated ability to learn new skills in response to a changing work environment and to expand the knowledge base on issues affecting the work-unit and the organization.

Required

Must be able to lift and move equipment weighing up to 30 pounds.

Required

Demonstrated ability to explain diagnostic and troubleshooting procedures to clients.

Required

Detailed knowledge of off-the-shelf PC and Mac software applications including Microsoft Office, web browser, video conferencing client, and email applications.

Required

Detailed knowledge of the instructional technology solutions, such as Blue, Zoom, Polycom, Mediasite, Kaltura, Office365, and etc.

Required

Working knowledge of software installations and testing procedures for networked and single user systems for Anderson supported software.

Required

Demonstrated ability to troubleshoot hardware problems and replace parts as necessary.

Required

Working knowledge of the current Microsoft and Mac operating systems.

Required

Working knowledge of mobile devices, operating systems (e.g. Android and iOS), and software applications, such as Office Mobile.

Required

Detailed knowledge of mobile devices and screen casting and connectivity issues.

Required

Demonstrated ability to anticipate and solve potential computer, network, and A/V system problems through running appropriate diagnostic programs.

Required

Demonstrated ability to program with APIs and in various programming languages to integrating systems and data.

Required

Demonstrated ability to employ logical methodology while troubleshooting technical problems.

Required

Detailed knowledge of projection equipment and audio/visual equipment, including microphone, video camera, speaker, and etc.

Required

Demonstrated ability to communicate effectively in standard English, both written and verbally, to share information with co-workers and users and to explain details in a clear and concise manner.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

UCLA Anderson - ACIS

Standing/Walking

X

Sitting

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.