Support the daily information technology (IT) operations as the Tier 1 support for the Solution Center/Help Desk. Responsible for the routing of tickets, being the Tier One support for the campus. As part of the User Services team, the incumbent will ensure that Solution Center is able to answer all Tier 1 request by email, calls or tickets. As the dedicated first point of contact for IT support, they will regularly work alongside staff to assure IT services are provided to students and staff and are developed in a manner that best meet the needs of the University as a whole.
Responsible for understanding the business processes of the Solution Center along with the Division of Technology and Innovation. Provides technical support to the staff and students via email, phone, in-person by resolving IT problems in a timely manner. Sets up appointment to help users at various campus location. Provides real-time consulting and intervention to address immediate problems. Will be the main contact for the printer materials in different locations on campus. Checks virus protection, diagnoses user problems, verify access to necessary applications, set up smartphones and be able to do it remotely when needed. Respond to user reports of troubles with individual issues. Creates and maintains updated system documentation and procedures for the campus community. Researches hardware/software issues to find and suggest solutions. Tests new software and hardware options as directed. Assists staff and student users with computer tasks and provides instruction. Provides user training and documentation development. Collaborates within the User Services Group and across the University maintaining a team-oriented attitude and approach to data needs and problem-solving.
Will need to work with sensitive information to include password resets and identity management. Coordinates computer inventory, manages work tickets and hardware/software installations. Coordinates computer moves and installations as needed.
Provides direct and indirect services to support the technological needs of students. May assist in the delegation of the day-to-day work activities of 2 to 4 student technology assistants who provide basic IT support as Solution Center Students to common IT problems encountered by students and staff. Provides appropriate training and direction to student technology assistants to support their effectiveness and productivity.
Other related duties as assigned.
REQUIREMENTS OF POSITION:
BS/BA degree required. One year of IT support experience. Highly-developed verbal and written communication skills. Strong critical-thinking skills with the ability to provide IT solutions and best practices by analyzing departmental process and policy. Proven customer service skills are essential and the ability to work alongside and communicate with non-technical staff is vital. Excellent interpersonal skills required to cultivate respectful and collaborative relationships with people from diverse backgrounds across campus and externally. The ability to work independently with substantial latitude for action and decision while maintaining focus on achieving desired goals in a timely manner. The ability to understand, adapt, and be proactive in response to the changing technology needs of campus. Must be able to work well in a challenging environment where constructive feedback from others is regularly received.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
We also offer access to affordable campus housing http://www.universityglenhomes.com/, and an attractive employee benefits package, http://www.calstate.edu/benefits/compare.benefits.shtml.
To apply, an online application must be completed at www.csucijobs.com. If you are in need of a reasonable accommodation or any other type of assistance with the application process please contact California State University Channel Islands Human Resources Programs at (805) 437-8490.
California State University Channel Island is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.