Support Specialist - Instructional Development Center (Job # 0800560)

The Support Specialist - Instructional Development Center will respond to and diagnose incident tickets using an incident tracking and resolution system (Remedy). Respond to and communicate with faculty, staff and/or students who report problems encountered using technology designed to support the teaching and learning process, either in the real or virtual classroom. Create, update and/or coordinate the writing of FAQ's and knowledge base articles, demos and training materials. Perform in-depth trend analysis to evaluate common problems reported through the incident management system (Remedy) and make recommendations for the timely resolution of problems and process improvement. Work closely with Purdue's Instructional Development Center's (IDC) team of trainers and consultants and Information Technology's (ITaP) Customer Service Center with the goals of providing analysis of, response to, and resolution of problems for customers.Qualifications Required: Bachelor's degree. One year experience in a customer service environment. Consideration will be given to an equivalent combination of related education and required work experience. Experience with one or more of the following (or similar) tools used to create online help files, demos, presentations and training documents: Camtasia Studio Screen Recorder or Adobe Captivate. Technical, problem-solving, written and oral communication, time management and organizational skills. Ability to work in one-on-one and small group situations with faculty and administrative staff. Initiative and ability to help customers with a wide range of skill levels.Preferred: Bachelor's degree in Instructional Technology, Computer Technology, Computer Science, Computer Graphics, Business or related field. Experience providing technology support to users in a university environment. Previous academic computing support experience. Blackboard Vista, WebCT or other course management system experience. Knowledge about service management and ITIL concepts and processes.

We offer a competitive benefits package including:•Tuition remission for yourself and any eligible dependents at a nationally renowned university•Employer funded retirement options•Competitive insurance benefits•Generous time away from work - including paid vacation, paid sick leave & personal business days•Great location with easy access to Chicago & Indianapolis•And much more

A check of criminal conviction records will be made for employment in this position.

For consideration submit resume and apply online at: http://purdue.taleo.net/careersection/wl/jobsearch.ftl

Please reference job number: 0800560.

Purdue University is an Equal Opportunity/Equal Access/Affirmative Action Employer committed to achieving a diverse workforce.