UPS Malfunction Impacts Campus IT Services On Wednesday, 10/8/2014, at approximately 10:10 the Engineering building data center suffered a brief power outage. This occurred during routine maintenance of our Uninterrupted Power Supply (UPS) system and caused all servers and equipment within the data center to lose power. DoIT staff worked to restore services based on our disaster recovery plan.  By 11:00am many services were restored including:

  • Wireless connectivity
  • Internet access
  • Off campus services including Box and Google services
  • Active Directory shared drives and services
  • Blackboard 

As of 12:15 MyUMBC and locally hosted mail services have been restored.  UMBC's GMAIL service was not impacted.

Peoplesoft services are currently being restored and we expect to be fully operational later this afternoon. 

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Maintenance typically takes place from 10 PM Friday to 1 AM Saturday. DoIT staff will make every effort to keep to this three-hour window to ensure continuity of services; on a rare occasion, however, quality assurance checks may temporarily delay access. This schedule does not reflect any emergency maintenance that may be required, and DoIT will make every effort to keep the campus informed in a timely manner if such unanticipated downtime is required.

We appreciate your patience as we strive to maintain our systems, especially during our transition to managed hosting.
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Effective today, Andrea Mocko has agreed to serve as acting coordinator of the Technology Support Center (TSC). Andrea has worked as a full-time specialist since summer of 2012, but has supervised all of the TSC’s 12-15 part-time student consultants since January 2013. In addition to hiring and training all student consultants, she developed a new employee orientation guide and took over curation of the popular Frequently Asked Questions (FAQs). During this time, student consultants have resolved nearly half of the TSC’s 100 tickets each week (5k per year).

Prior to earning her bachelor’s degree in Psychology from UMBC in 2012, Andrea worked as a TSC (formerly Help Desk) student consultant for four years. As a senior student consultant, she was also instrumental in the TSC’s move from the basement of the Engineering Building to the first floor of the Library, next to the Retriever Learning Center (RLC) in Summer of 2011.  

Currently, Andrea is enrolled in UMBC’s Master’s in Information Systems, with a concentration in Human Centered Computing (HCC). She also holds a post-bachelor’s certificate in Instructional Systems Design. 

Please join me in congratulating Andrea on her new duties.

John Fritz
Asst. Vice President, Instructional Technology
UMBC Division of Information Technology
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http://my.umbc.edu/groups/doit/events/27048

Joe Kirby

]]> Below is a link to the DoIT offerings from TSC's Jamie Harrison http://my.umbc.edu/groups/doit/events/27048 Joe Kirby https://my3.my.umbc.edu/api/v0/pixel/news/47047/guest@my.umbc.edu/6ba499b35afd56b7641481e678847806/api/pixel RT - Request Tracker https://my3.my.umbc.edu/groups/rt https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/original.png?1343496195 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxlarge.png?1343496195 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xlarge.png?1343496195 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/large.png?1343496195 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/medium.png?1343496195 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/small.png?1343496195 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xsmall.png?1343496195 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/434/608c52894a47a2e6e35b9c555500b1e8/xxsmall.png?1343496195 RT - Request Tracker 0 0 true Fri, 03 Oct 2014 09:49:58 -0400 New Features Coming to Blackboard in Winter 2015 Software upgrade is part of migration to managed hosting
As announced earlier this week, Winter and Spring 2015 courses will be hosted by Blackboard directly instead of by DoIT. As part of this change, we will also be upgrading to the Spring 2014 version of the software (Bb discontinued numbering their service pack releases, but we are essentially operating now with their Fall 2013 version). New features will include the following:
  • Integrated SafeAssign 
    • SafeAssign will be fully integrated with the Assignment creation and grading workflow, allowing you to use embedded feedback tools and rubrics.
  • Student Preview 
    • While in Student Preview mode you can interact with the course as if you were a student, including taking quizzes/tests, submitting assignments, posting to discussions, etc.
  • Anonymous & Delegated Grading 
    • Whenever you want to add another layer of fairness and impartiality to your grading, you can use the anonymous grading feature. Using grades and feedback from more than one grader via delegated grading helps to promote reliability and remove bias. These tools can be used together or separately.
  • Achievements for Competency Based Learning 
    • You can use the achievements tool to create opportunities for students to earn recognition in the form of badges or certificates for certain work and other competency based learning.
  • Course Messages Updates 
    • Anyone enrolled in a course can now receive a notification that they have new course messages from the Updates area in My Blackboard, in the What's New module on both institutional and course module pages, and from email.
  • Grading Improvements
    • Blackboard redesigned the My Grades page so students can sort and display their grades by what has been graded, what is upcoming, and what has been submitted, but is not yet graded.
    • When you create an assessment or assignment with multiple attempts, you can now specify how Blackboard should calculate the grades (e.g., use the last graded attempt, use the highest grade, average all attempts, etc.). Previously, you would have to edit the grade center column after creating the activity.
    • You can manually override the total points possible for a test while maintaining the integrity of the scoring.
    • Grading Schemas can now have values greater than 100%
    • Blackboard will also offer a mobile grading app, BbGrader, for iPad (iOS 7, iOS 8).
Join the DoIT group to get the latest updates on the migration to hosting, plus information on these new tools, other resources, and much more!

Did you know these tools were available NOW?
  • Test Access Log 
    • This tool shows a list of every interaction a students engaged in when taking a test. If a student claims to have started a test, the log will show the time the test was started. If a network or internet disruption occurred during the test for example, the log would show an unusual gap in the time.
  • Retention Center 
    • Discover which students in your course are at risk. Based on preconfigured rules and rules you create, students’ engagement and participation are visually displayed in the Retention Center, quickly alerting you to potential risk. You can communicate with struggling students and help them take immediate action for improvement.
  • Test Availability Exceptions 
    • Use exceptions to provide an accommodation to a disabled student, or provide accommodations for technology and language differences. Select one student, several students, or groups of students.
  • Test Feedback Options 
    • By setting up rules, you can set the release of progressive feedback to keep test results secure and prevent cheating. Students also see their submitted answers marked as correct or incorrect and any feedback you provided.
  • Date Management 
    • Use this tool to easily adjust all content and tool dates in your course. You can choose to adjust dates automatically or individually based on the course’s starting date, the term information, or by number of days when you know exactly how many days you want to adjust dates by.
  • Group Management 
    • Easily see which students are in which groups, including which students are not in any groups. Choose and manage membership for groups sets, and create Grade Center smart views for one or more groups on the All Groups page.
Have a question about using any of these tools? Please stop by our walk-in support clinics on Wednesdays, in person or virtually.

Retired tools in Blackboard include:
  • Direct uploads of video and audio files. 
    • The hosted environment of Blackboard is not designed to support streaming media. Instructors can still upload videos to YouTube and embed that content as unlisted videos, or upload multimedia to Box and link to that content.
  • SafeAssignments. 
    • Blackboard internal plagiarism checking tool will be now fully integrated with the regular Assignment workflow.
  • Native collaboration tools (e.g., Virtual Classroom). 
    • These tools were built on an archaic system and are no longer supported by the vendor. Bb Collaborate is a full suite of web conference tools available in all courses.
Need support to migrate your multimedia or conferencing resources? Please contact instructional technology staff to discuss your options!
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As part of an effort to improve service on Blackboard, the Division of Information Technology (DoIT) is changing how the Blackboard system operates at UMBC. Starting in Winter 2015, UMBC will move from running Blackboard on campus to using Blackboard’s own cloud-based instance, often referred to as hosted system, for course delivery. This is being done as part of a new agreement with a consortium of other research universities known as NET+ that is associated with Internet2. A benefit of this new approach is that Blackboard will handle software upgrades directly, which will minimize the impact to students and faculty. 

Currently, about 65 percent of all Bb clients are hosted by Blackboard. In Maryland, this includes Towson University, Morgan State University, Montgomery College, Bowie State University, the Community College of Baltimore County, and the Maryland State Department of Education.

“We’ve considered managed hosting before, but the innovation, commitment to standards and value of this agreement are very compelling,” says Jack Suess, Vice President for Information Technology and Chief Information Officer. “Ultimately, I believe it will help us advance UMBC’s focus on student success and better use technology to support pedagogical innovation by connecting UMBC to a wider community of research universities innovating with the same tools.”

In addition to managed hosting, the new agreement -- also announced today by Blackboard -- provides 24/7 end-user support, content storage, mobile and collaborative solutions, analytics and other resources. Once migrated, Blackboard will still be available in myUMBC, as well as the blackboard.umbc.edu and www.umbc.edu/blackboard web addresses. However, for Winter 2015 and Spring 2015, new course shells will be created on our hosted Bb server managed by Blackboard.

Starting in Summer 2015, the configuration and setup of courses will change. Specifically, all courses will have a permanent “master shell” for managing content that faculty will link to semester shells automatically populated with officially enrolled students. As a result, there will be no need for faculty to export old courses into new course shells, thus duplicating our overall file storage every semester, as is the case now.

Further details and plans will be announced on the DoIT News site throughout this academic year. In the meantime, DoIT’s instructional technology staff have created a focused set of Frequently Asked Questions (FAQs) about the Bb migration to managed hosting. For more information or help about Bb at UMBC generally, click the Help tab inside Bb or visit www.umbc.edu/blackboard/help.

 

]]> As part of an effort to improve service on Blackboard, the Division of Information Technology (DoIT) is changing how the Blackboard system operates at UMBC. Starting in Winter 2015, UMBC will move... https://docs.google.com/a/umbc.edu/document/d/1T5_EApJhVAYYObXDYpjAXvt7PwvHWgNbxr2V1xWZy8Q/edit https://my3.my.umbc.edu/api/v0/pixel/news/46984/guest@my.umbc.edu/bbd00838e81485f639e682c69119635c/api/pixel blackboard Division of Information Technology (DoIT) https://my3.my.umbc.edu/groups/doit https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/original.JPG?1727453227 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxlarge.png?1727453227 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xlarge.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/large.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/medium.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/small.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxsmall.png?1727453227 Division of Information Technology https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/xxlarge.jpg?1412174793 https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/xlarge.jpg?1412174793 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/large.jpg?1412174793 https://assets4-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/medium.jpg?1412174793 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/small.jpg?1412174793 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/xsmall.jpg?1412174793 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/984/bcd4bfc2422e751e0f57c5bf3f324da1/xxsmall.jpg?1412174793 6 0 true Wed, 01 Oct 2014 11:10:19 -0400 Wed, 01 Oct 2014 23:16:09 -0400 Instructional Technology for the Month of October Blackboard Collaborate

Blackboard (Bb) Collaborate is a web conferencing tool that is accessible in all UMBC Bb courses under the tools menu.Bb Collaborate  allows instructors and students to meet virtually, anytime and anywhere. Instructors can supplement in-class dialogue by offering virtual office hours or review sessions to answer questions students have regarding course content.  Bb Collaborate  has many interactive features, including chat, video conferencing, whiteboard, and screen sharing. Students can access a collaborate session from their computers or mobile devices.


To learn more about Bb Collaborate:

]]> Blackboard (Bb) Collaborate is a web conferencing tool that is accessible in all UMBC Bb courses under the tools menu.Bb Collaborate  allows instructors and students to meet virtually, anytime and... https://my3.my.umbc.edu/api/v0/pixel/news/46949/guest@my.umbc.edu/b74c9a85418b3d4f7b4245f039e08a32/api/pixel blackboard blackboardcollaborate communication Division of Information Technology (DoIT) https://my3.my.umbc.edu/groups/doit https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/original.JPG?1727453227 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxlarge.png?1727453227 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xlarge.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/large.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/medium.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/small.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxsmall.png?1727453227 Division of Information Technology https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/xxlarge.jpg?1412167128 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/xlarge.jpg?1412167128 https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/large.jpg?1412167128 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/medium.jpg?1412167128 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/small.jpg?1412167128 https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/xsmall.jpg?1412167128 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/949/f3e1b5ba1e3fd16c6422169548c9bb76/xxsmall.jpg?1412167128 1 0 true Wed, 01 Oct 2014 08:23:49 -0400 Thu, 16 Oct 2014 08:38:48 -0400 Blackboard Down for Maintenance 10 PM 9/26 The UMBC Blackboard server will be down from 10 pm Friday 9/26 to 1 am Saturday 9/27.  This down time is during the regularly scheduled maintenance window and is necessary for DoIT staff to perform system-wide upgrades, including patches and fixes, need to be applied. Please be sure to save or submit any work before this time. Any unsaved or unsubmitted work will immediately be lost when the system shuts down.

After Blackboard is back online, please clear your Internet browser cache and cookies before logging in using these step-by-step instructions.
]]> The UMBC Blackboard server will be down from 10 pm Friday 9/26 to 1 am Saturday 9/27.  This down time is during the regularly scheduled maintenance window and is necessary for DoIT staff to... https://my3.my.umbc.edu/api/v0/pixel/news/46893/guest@my.umbc.edu/208474f5e8212b5a5e28c3fbb169500b/api/pixel blackboard Blackboard Announcements https://my3.my.umbc.edu/groups/bbannouncements https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/xsmall.png?1437137819 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/original.png?1437137819 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/xxlarge.png?1437137819 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/xlarge.png?1437137819 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/large.png?1437137819 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/medium.png?1437137819 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/small.png?1437137819 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/xsmall.png?1437137819 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/319/f6b35e5217428f5021e113525a55e6f4/xxsmall.png?1437137819 Blackboard Announcements https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/xxlarge.jpg?1411735708 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/xlarge.jpg?1411735708 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/large.jpg?1411735708 https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/medium.jpg?1411735708 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/small.jpg?1411735708 https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/xsmall.jpg?1411735708 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/046/893/66d8acbdb9f1cd14f322c69f9fb9a896/xxsmall.jpg?1411735708 1 9 true Fri, 26 Sep 2014 08:50:15 -0400 Instructional Technology for the Month of September The Blackboard Grade Center Students love instructor feedback and want to know how they are performing in their courses. This is why Blackboard’s Grade Center  has been chosen as the Instructional Technology of the Month for September.

The  Grade Center is the instructor’s central hub for keeping track of student assignments to grade, reviewing submitted assessments, and tracking student performance. Whenever graded items, such as an assignment or assessments, are created in a Bb course, the system will automatically create a column in the Grade Center.


Save time and paper by requiring students to submit assignments through Blackboard. Then, use the Inline Grading tool  to embed feedback. Describe expectations and standardize the evaluation process with Rubrics.


Instructors can customize many Grade Center  features, such as grading schemas (points/percentages converted to letter grades), categories (labs, projects), color coding (e.g., red to indicate at risk) and other important column information. The Grade Center also works well with many other areas of Blackboard including the Retention Center.  


To learn more about the Grade Center:

Please contact the Instructional Technology Team with any suggestions or concerns. 

]]> Students love instructor feedback and want to know how they are performing in their courses. This is why Blackboard’s Grade Center  has been chosen as the Instructional Technology of the Month for... https://my3.my.umbc.edu/api/v0/pixel/news/45966/guest@my.umbc.edu/181e9e5b7603324b60d8d22b0f7a91bf/api/pixel blackboard gradecenter Division of Information Technology (DoIT) https://my3.my.umbc.edu/groups/doit https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/original.JPG?1727453227 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxlarge.png?1727453227 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xlarge.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/large.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/medium.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/small.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxsmall.png?1727453227 Division of Information Technology https://assets2-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/xxlarge.jpg?1409677809 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/xlarge.jpg?1409677809 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/large.jpg?1409677809 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/medium.jpg?1409677809 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/small.jpg?1409677809 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/xsmall.jpg?1409677809 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/045/966/f2b08f23d02d5fff247a41982d44f02e/xxsmall.jpg?1409677809 4 0 true Tue, 02 Sep 2014 09:27:54 -0400 Tue, 02 Sep 2014 13:36:19 -0400 DoIT's Technology Support Center Now Hiring Are you looking for a job this Fall? Come work for us!

The DoIT Technology Support Center is looking to hire additional consultants to work during the Fall semester. Please see our job description below and visit our job posting on UMBCWorks to apply.


We're looking, specifically, for students who are able to work between the hours below:
  • Mondays: 11AM-4PM
  • Tuesdays: 2PM-4PM
  • Wednesdays 12:30PM-4PM
  • Thursdays: 12PM-8PM

TSC Student Consultant Job Description


Technology Support Center (TSC) student consultants are the first points of technical contact for the UMBC community and those who do well often go on to work in other areas of the Division of Information Technology (DoIT). Minimally, consultants are expected to provide initial triage and support for a wide-range of information technologies including accounts, hardware, instructional technologies, networking, software, telecommunications, and basic web development.



Responsibilities include, but are not limited to the following:


  • Provide technical assistance to users by phone, online and in person;

  • Answer TSC phones in a professional and courteous manner;

  • Create, update and resolve tickets in the Request Tracker (RT) ticketing system;

  • Create, update, suggest and recommend relevant FAQ articles to users (www.umbc.edu/faq);

  • Provide direct assistance to users on technical issues they cannot easily resolve on their own;

  • Complete in-person or online training about quality support as defined inumbc.edu/go/ticketrubric;

  • Respond to all work related communications in a timely manner;

  • Escalate urgent problems to the Full-Time staff, as appropriate.


Required Skills and Experience


  • Demonstrated ability to effectively communicate by phone or in person.

  • Demonstrated writing ability.

  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.

  • Demonstrated analytical and troubleshooting skills.

  • Ability & willingness to learn coupled with clear understanding of one’s technical abilities, so as to triage and escalate an issue that leads to an effective solution for the user.

 ]]> The DoIT Technology Support Center is looking to hire additional consultants to work during the Fall semester. Please see our job description below and visit our job posting on UMBCWorks to apply.... http://doit.umbc.edu/tsc/ https://my3.my.umbc.edu/api/v0/pixel/news/45903/guest@my.umbc.edu/7aba1f53198f9c7c519897b0864a4cbf/api/pixel Division of Information Technology (DoIT) https://my3.my.umbc.edu/groups/doit https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/original.JPG?1727453227 https://assets1-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxlarge.png?1727453227 https://assets3-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xlarge.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/large.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/medium.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/small.png?1727453227 https://assets2-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xsmall.png?1727453227 https://assets4-my.umbc.edu/system/shared/avatars/groups/000/000/021/d27760c5de12c74b73faec8d0e631acf/xxsmall.png?1727453227 Division of Information Technology https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/xxlarge.jpg?1409082964 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/xlarge.jpg?1409082964 https://assets1-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/large.jpg?1409082964 https://assets4-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/medium.jpg?1409082964 https://assets4-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/small.jpg?1409082964 https://assets4-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/xsmall.jpg?1409082964 https://assets3-my.umbc.edu/system/shared/thumbnails/news/000/045/903/52e0b0a85943d4fe781ddcc021b6c1fd/xxsmall.jpg?1409082964 8 0 false Tue, 26 Aug 2014 15:57:17 -0400 Tue, 26 Aug 2014 18:18:17 -0400