The document outlines the roles and responsibilities of several positions related to information technology support at NPS, including: 1) A system administrator who installs and maintains software/hardware, optimizes network/system performance, performs upgrades/patches, and identifies/mitigates security risks. 2) An audiovisual/video teleconference engineer who provides technical guidance on AV/VTC technology, assists faculty/clients, maintains equipment inventory, and designs instructional videos. 3) A learning management system administrator who provides user support for online learning platforms, performs system administration, and trains users on content delivery and management. 4) A contracting officer representative who directs support contractors, monitors performance, and acts

1. Roles and Responsibilities at NPS
System Administrator Duties
• Installs and maintains software and hardware, controls current versions and future releases of
applications software, and documents the physical configuration of an information system
• Optimizes the functionality of networks and systems and diagnoses and recovers failed systems
• Identifies and anticipates server performance, availability, capacity or configuration problems; and
initiates corrective or preventive actions, such as increasing disk or memory capacity to improve
performance
• Performs scheduled system patches and upgrades, and documents resulting issues in JIRA
• Re-allocates resources as they become available, optimizes systems performance, and recommends
additional components to improve overall systems performance
• Delivers and analyzes system and usage metrics for AV & VTC usage and publishes on NPS wiki
• Assists with project planning for emerging DL/AV/VTC technologies
• Plans and coordinates the installation of new products or equipment; AV, VTC, and video streaming
technologies
• Works closely with customer officials to ensure seamless implementation
• Assists with the creation, modification, maintenance and publication of faculty and student FAQ items to
reflect DL/AV/VTC modifications
• Installs, operates and maintains newly deployed web-conferencing tools
• Resolves installation problems
• Identifies and mitigates security vulnerabilities and risks
• Maintains server integrity and availability
Audiovisual/Video Teleconference Engineer Duties
• Provides system design, technical guidance, and quality control techniques with emphasis on ease of use
and budgeting consideration for AV, VTC, Audio Conferencing, Collaboration Technology, System
Integration, and Streaming and Recording requests for all NPS conference rooms, classrooms, labs, and
auditoriums
• Provides guidance and assistance to NPS faculty and outside agencies or organizations who utilize AV &
VTC technology. Requires traveling to these distant sites to advise clients and their technicians
• Provides information and guidance to the administration on up-to-date DL/AV/VTC technologies and
their capabilities to support instruction. Maintains custody and inventory of all DL/AV/VTC equipment
and supplies
• Provides technical assistance to NPS instructors during DL classes and VTC events, as needed
• Provides recording and steaming capabilities for various campus events such as graduation, special guest
lecture series, etc
• Designs teachable how-to videos for multiple NPS-owned systems
• Implemented software coded websites with advanced functionality that enables direct lecture downloads
• Piloted technical project teams to upgrade recording and streaming infrastructure in multiple
auditoriums across campus

2. Learning Management System Administrator (LMS) Duties
• Provides Tier I & II telephone, on-site and on-line user support for Sakai, Collaborate and Zoom
• Documents all issues in JIRA Trouble-ticketing system
• Ensures Cyber Security safeguards relating to LMS are adhered to in accordance with DoD policy
• Performs System Administration duties ensuring server upgrades are employed
• Provides planning, installation, training, troubleshooting, maintenance, and upgrading of LMS tools to
faculty to ensure effective use of NPS’s Learning Management Systems
• Monitors the availability of hosted web-conferencing tool and support web conferencing users when
issues arise in product usability
• Ensures uptime, performance, and security by providing routine automation, applying security patches
and troubleshooting and repair systems
• Applies upgrades to applications and servers upon vendor recommendation and document subsequent
results in JIRA
• Publishes system quarterly usage metrics reports for Sakai and Collaborate on the NPS wiki
• Maintains existing faculty and student FAQ items and ensures LMS changes are reflected and published
on the FAQ’s as questions and procedural changes occur
• Trains NPS users on the NPS Learning Management Systems to deliver and manage instructional content
on a quarterly basis
• Delivers hands-on training to resident NPS users and online training to distance learning users per
academic quarter on content efficiency, document management, and training administration
Contracting Officer Representative (COR) Duties
• Directs tier I and tier II LMS support contractors to facilitate help-desk tickets
• Manages implementation of Sakai cloud hosting, while using a proactive approach to avoid customer
service issues
• Monitors and documents contractors performance while adhering to contractual liability and timeline
• Reviews monthly report results and provides necessary updates to contracting officers
• Ensure Government Furnished Property (GFP) is being properly maintained and accounted for
• Validates required licenses, certifications, and security clearances as required for contractor personnel
• Acts as a direct liaison between units and contractors for all needs
Future Classroom Technology Innovator Duties
• Designs new technologies and media that promote powerful teaching and engaged learning
• Develops sustainable and scalable software innovations
• Maintain relationships with industry through conferences, tradeshows and personal interaction with
vendors
• Actively participates in the NPS Teaching and Learning Commons by attending all events and presenting
material of interest. Material will include new technology available to meet NPS requirements as well as
practical user instruction

3. • Understands the interface of emerging educational technologies with current systems and infrastructure
on campus in order to make sound procurement recommendations
• Organizes vendor demonstration sessions for other specialists and recommend purchase of new tools to
enhance the delivery of customer support services
Help Desk Support Duties
• Installed, configured, upgraded and troubleshot a wide variety of software and user issues
• Trained help-desk staff to implement best practices and methodology while assisting users
• Consistently became a top-technician while exceeding monthly ticket goals
• Received outstanding annual performance reviews, with top-honors in teamwork, customer service,
communication skills, and technical problem-solving
• Earned multiple awards for outstanding customer satisfaction
• Generated technical documentation for routine and complex issues