EdTech Support Analyst

UC San Diego - La Jolla, California - Full time

UC San Diego

EdTech Support Analyst

Filing Deadline: Thu 4/29/2021

Salary Range: $66,818.16 to $68,153.04 /year

UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.

Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what’s right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego’s Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.

Do you like being the connection between the customer and technology? Do you have experience with end user support, and also understand basic development frameworks? Do you find yourself interested in the details and are constantly looking to identify and solve complex problems in the workplace? If so, this position may be a good fit for you!

As part of the EdTech Support and Instructional User Services teams, this role provides a variety of technical instructional computing services to faculty and students. The incumbent will utilize their expertise with learning management systems and e-learning tools to find the right technology solution for faculty needs. In addition, this person will advise prospective users concerning instructional support services available within and beyond ITS.

We are looking for someone who can apply their skills as a seasoned, experienced business & technical support professional with a full understanding of industry practices and unit and department policies and procedures, computing policies and business needs to provide technical solutions to a wide range of issues. Someone who demonstrates effective judgment in selecting methods and techniques for obtaining solutions, and evaluates and tests new technologies including performing simple to moderate cost / benefit analyses.


  • Resolves technical and user issues with Learning Management Systems, plagiarism detection software, and related tools. Ensures accurate communication of data between systems.
  • Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services.
  • Configures and maintains privileges for accounts and class-related resources based on students' enrollment in for-credit classes and on other criteria on a per-quarter basis. Mentors and trains junior staff in administration procedures.
  • Configures and customizes complex software based on user needs. Creates complex scripts to accomplish work-related tasks.
  • Provides strategic input to system redesign or development efforts based on user needs.
  • Identifies and addresses complex usability problems. Analyzes complex hardware, software and network problems and resolves issues that may have strategic impact.
  • Manages projects. May function as a lead, scheduling and assigning work and providing technical guidance and work direction to student or career technical support staff at various levels.
  • Employee must be available to work evenings and weekends.
  • Employee must be available to travel as required.

  • Bachelor's degree in related area and/or equivalent experience/training.
  • Thorough knowledge of desktop and business/technical support systems. Advanced knowledge of educational technology platforms, learning management systems, and user provisioning procedures.
  • Demonstrated experience developing and administering formal technical training to users at a variety of levels.
  • Experience at providing technical and administrative work direction. Experience in training/mentoring junior staff on technical procedures and workflow.
  • Proven skill at project management processes. Ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
  • Preferred

  • Advanced skill at creating technical documentation for complex processes and applications.
  • Experience in use and knowledge of complex scripting languages. Demonstrated ability to configure and customize moderately complex software.

  • Job offer is contingent upon satisfactory clearance based on Background Check results.
  • Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce.

    This position is eligible for full benefits first day of hire:

    a) Health/Dental/Vision Insurance

    b) Vacation/holidays (15 vacation days & 13 paid holidays a year)

    c) Work/Life Balance

    d) Life insurance

    e) UC Retirement Plan

    f) Pet Insurance

    For more information about UCSD Benefits visit - http://blink.ucsd.edu/HR/benefits/index.html and UCSD Work/Life visit https://blink.ucsd.edu/HR/benefits/work-life/index.html

    To calculate an approximate value of the UC Total Compensation package, please click here: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/total-compensation-calculator.php


    The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

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    Data Analysis

    Experience Level

    Mid Level

    UC San Diego

    The UC San Diego Tritons are the athletic teams that represent the University of California, San Diego. UC San Diego has 23 varsity sports teams & offers student participation in a wide range of sports.
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