Posted: Jun 30, 2025

Customer Support Analyst (Part -Time) - Academic Innovation

University of Texas at San Antonio - San Antonio, TX

Application Deadline: N/A

Location: San Antonio, TX

Regular/Temporary: Regular

Job ID: 13644

Full/Part Time: Part Time

Org Marketing Statement

The University of Texas at San Antonio is a Tier One research university and a Hispanic Serving Institution specializing in cybersecurity, health, fundamental futures, and social-economic transformation. With more than 35,000 students, it is the largest university in the San Antonio region. UTSA advances knowledge through research and discovery, teaching and learning, community engagement and public service, and with an intentional focus on career readiness the university produces more graduates for the workforce than any other institution in the region. It is a catalyst for socioeconomic development and the commercialization of intellectual property — for Texas, the nation and the world. UTSA has been recognized as a Top Employer in Texas by Forbes Magazine. Learn more https://www.utsa.edu/, on https://www.utsa.edu/today/ or on https://twitter.com/utsa, https://www.instagram.com/utsa/, https://www.facebook.com/utsa, https://www.youtube.com/user/utsaor https://www.linkedin.com/school/the-university-of-texas-at-san-antonio/?lipi=urn%3Ali%3Apage%3Ad_flagship3_university_admin%3BFcmdPCevQ7ebJE1xpIJlRw%3D%3D.

In 2024, the https://www.utsa.edu/today/2024/08/story/utsa-and-ut-health-san-antonio-merger-announced.html authorized UT System to begin integrating UTSA and UT Health San Antonio into one unified institution, establishing a world-class university that integrates academic, research, and clinical excellence to build a profoundly impactful university of the future. Driven by a vision for growth and impact, this merger will expand capacity to offer robust undergraduate and graduate programs, attract top-tier faculty and staff, develop innovative initiatives, and elevate transdisciplinary research to address the evolving needs of the region.

Posting End Date: Applications will be accepted through 11:59 PM CDT on 07/09/2025. At the discretion of the hiring department, this position posting may close once a sufficient number of qualified applications have been received.

Salary Range: $19.00 per hour/Commensurate with education, experience and qualifications.

Hours: 40 hours per week, non-exempt.

Required Application Materials:

• Resume is required.
• Cover letter is preferred.

Essential Functions

Job Summary

The Customer Support Analyst will advise and provide consultation faculty and students of various skill levels regarding the effective use of academic technologies and pedagogy services. This role is responsible for providing information to faculty, staff, students regarding academic technologies and pedagogy support.

Core Responsibilities

• Provides direct support to faculty, staff, and students in the effective use of instructional technologies to enhance teaching and learning.
• Assists in implementing departmental procedures and training initiatives that align with instructional goals and academic innovation strategies.
• Identifies and document recurring challenges in technology-enhanced instruction, reporting insights and recommending solutions that support pedagogical effectiveness.
• Serves as a resource for faculty on integrating digital tools (e.g., Canvas, Zoom, Panopto, Adobe Creative Cloud) into course design and delivery to improve student engagement.
• Supports enforcement and optimization of classroom and lab usage policies, ensuring instructional technology is available and aligned with academic needs.
• Troubleshoots and resolves routine issues related to instructional software, learning spaces, and faculty use of educational technologies.
• Assists in testing and evaluating new hardware and software, with attention to their instructional value and usability in academic environments.
• Contributes to the development and updating of user-facing documentation, quick guides, and knowledge base articles with a focus on pedagogical applications.
• Monitors inventory of instructional technology tools and supplies, ensuring readiness for academic programs and workshops.
• Participates in technical and customer service training, including self-paced and other staff development activities as prescribed by management.
• Takes a proactive approach to assist co-workers in various tasks, to ensure safety.
• Performs work tasks in a safe manner and in accordance with work instructions.
• Proactively makes recommendations to improve safety and process.
• Performs additional duties related to academic technology support, including assisting with trainings, pilot programs, and innovation initiatives.
Required Qualifications

• Two (2) years of coursework towards a degree in Instructional Technology, Education, Computer Science, Communication, or a related field from an accredited institution.
• Two (2) years' experience in providing technical or academic support in a higher education setting.
• Knowledge of a wide variety of computer hardware and software, including operating systems, common office applications, network connectivity and print services.
• This position requires the ability to maintain the security and integrity of UTSA and its infrastructure.

Knowledge Skills & Abilities

• Excellent verbal and written communication skills.

Additional Information

• UTSA is a tobacco free campus.
• This is a security sensitive position. Employment is contingent upon a successful background check.
• Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.
• Valid driver's license and Motor Vehicle Record (MVR) as applicable.

Working Conditions

Working Environment:

• Standard computer lab environment.
• May involve some lifting and moving of computer related equipment or consumables.

Physical Demands:

• Sedentary work; sitting most of the time. Jobs are sedentary, if walking and standing are required, only occasionally.
• Exerts up to 25 lbs. of force occasional.

This position will be primarily located on campus. Travel and parking expenses are the employee's responsibility.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination. Women, minorities, people with disabilities and veterans are encouraged to apply. UTSA campuses are accessible to persons with disabilities.

To view the full job posting and apply for this position, go to https://apptrkr.com/6329472

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