Information Technology Services

Technology Support Specialist I

*** Temporary Position with anticipated 2 year appointment. ***

Responsibilities & Duties:

Under direct supervision, performs entry-level professional technology support duties to ensure efficient use and access of technology and information systems. Provides customer service and support to campus users and troubleshoots problems. Recognizes and analyzes trends. Performs basic technology updates and tasks following defined procedures. Project work is reviewed for understanding of professional concepts and compliance with policies and procedures.

Typical nature of work assignments:

• Provides technical support to faculty, staff, and students utilizing multiple modalities, including in-person, virtual, phone, email, and ticketing systems.
• Troubleshoots, analyzes, and resolves hardware and/or software issues related to computers, laptops, printers, mobile devices, audio video systems, and other technology equipment.
• Escalates or routes complex technical issues to more advanced level support teams, as necessary.
• Diagnoses, troubleshoots, and resolves hardware, software, security, networking, and other IT related issues in university facilities, including classrooms and labs.
• Performs basic system application and/or database system maintenance.
• Completes installations, updates, and configurations.
• Supports computer deployments by using common configuration standards and processes.
• Completes setup, installation, and maintenance of audio/video presentation systems.
• Maintains accurate records of technology assets, including inventory, warranties, and service agreements.
• Performs and coordinates computer and equipment repairs and replacements as needed.
• Drafts and may create user support documentation and frequently asked questions to facilitate self-service technology support.

Performs other duties as assigned.

REQUIRED QUALIFICATIONS: 

Education: Equivalent to a bachelor’s degree in a related field.

Experience: Relevant education and/or experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.

Knowledge, Skills, & Abilities:

• General knowledge of information technology systems, applications, and networks.
• General knowledge of hardware and software troubleshooting and related technology support practices.
• Organizational and time management skills to plan, organize, and prioritize work.
• Attention to detail and accuracy.
• Analytical skills to collect and analyze information and troubleshoot problems.
• Demonstrated communication and interpersonal skills to work with students, faculty, and staff to obtain pertinent information, communicate technical information to diverse audiences, and document issues and resolutions.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Ability to work independently and as part of a team as well as build relationships with diverse stakeholders.
• Computer skills to appropriately respond to IT complaints and issues.

PREFERRED QUALIFICATIONS:

Education: Bachelor’s degree preferably in a computer science, information systems, educational technology, communications, or related field, and one year of support experience, preferably in a higher education environment.

Experience: Working knowledge of common software application packages and operating systems (Windows and MacOS). Ability to understand, adapt, and be proactive in responses to the changing needs of the campus. 

Knowledge, Skills, & Abilities: Ability to work well in a challenging environment where constructive feedback from others is regularly received. Highly developed verbal and written communication skills. Strong critical-thinking skills with the ability to provide solutions and best practices by analyzing departmental process and policy. Demonstrated customer service skills and the ability to work alongside and communicate with non-technical staff.  Interpersonal skills to cultivate respectful and collaborative relationships with people from diverse backgrounds across campus and externally. 

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: $4,595 - $4,687 per month