Information Technology Services
Information Technology Consultant - Foundation
RESPONSIBILITES & DUTIES:
As part of the User Services team, ensures that the Solution Center responds to all Tier 1 requests in a timely manner and applies understanding of the business processes of the Solution Center and Information Technology Department for the routing of tickets. As the dedicated first point of contact for IT support, regularly works alongside staff to provide real-time consulting and intervention and ensure IT services are provided to students, faculty, and staff and are developed in a manner that best meets the needs of the University as a whole. Creates and maintains updated system documentation and procedures for the campus community. Checks equipment for virus protection, diagnoses user problems, and verifies access to necessary applications. Researches hardware and software issues to find and suggest solutions, then tests new software and hardware options as directed. Assists and provides instruction to staff and student users with computer tasks, providing 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.
Hires, trains, mentors, and provides performance feedback for student assistants. Reviews applications, coordinates interviews, and communicates with applicants regarding decisions. Provides initial and ongoing training. Collaborates with a team of ITS technicians and student assistants to coordinate the CSUCCESS program which involves the inventory, configuration, and distribution of iPads to freshman and first-time transfer students to reduce the technology gap. Schedules pickup and leads training session on equipment use, terms and conditions of use, and expectations of return of the equipment to the university. Maintains the Asset Panda database by acquiring and adding data sets into the database and coordinates the return and replacement processes for the program.
Works with sensitive information in performing password resets and identity management. Reviews VPN requests and checks necessary updates users need then approves request forms and updates users’ computers. When possible, troubleshoots network issues and liaises with Dell and the end user to solve advanced issues including computer failure to reduce escalation to Tier 2 and 3 technicians. Troubleshoots hardware issues involving removing and replacing computer parts with knowing working spares to diagnose and fix issues. Coordinates computer inventory, manages work tickets and hardware/software installations, and coordinates computer moves and installations as needed.
Performs other related duties as assigned.
REQUIREMENTS OF POSITION:
Bachelor’s degree preferably in a computer science, information systems, educational technology, communications, or related field, and one year of IT support experience, preferably in a higher education environment. Equivalent combination of experience may be substituted for education, preferably in IT support.
Working knowledge of common software application packages and operating systems. 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. Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving desired goals in a timely manner. Ability to understand, adapt, and be proactive in responses 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 Revised July 21, 2017 as a condition of employment.
Hiring Range: $3,713 - $4,600 per month
