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Technology Support Analyst (Information Technology Consultant - Career) - Academic Technology

Apply now Job no: 514618
Work type: Staff
Location: San Francisco
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology

Working Title

Technology Support Analyst

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.  Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus.  Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be 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.

This position may be a "designated position" in the California State University's Conflict of Interest Code.  The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Academic Technology

Appointment Type

This is a one year probationary position.

Time Base

Full-Time (1.0)

Work Schedule

Monday through Friday; from 9:00 am to 6:00 pm

Anticipated Hiring Range

$5,321.00-$5,834.00 Per Month ($63,852.00 - $70,008.00 Annually)

Salary is commensurate with experience.

Position Summary

Under the direction of the Assistant Vice President of Academic Technology and day-to-day supervision of the Desktop Service Lead, the Technology Support Analyst position provides consultation, analysis, hands-on technical resolution, and end-user support to a broad range of needs of University staff, facilities, and systems. Works independently and in a team environment supporting a wide range of software, hardware, and technology related needs. Perform fieldwork to update, deploy, remove, or relocate computer workstations in and around campus workrooms, offices, classrooms, labs, and other campus spaces. With little supervision, provides a high level of customer service by applying independent analysis, initiative, judgment, strong interpersonal and problem solving skills to route, escalate, and resolve service requests.

Position Information

Technical Support and Desktop Support

• Provide technical support and consultation to faculty, staff, students, administrators and Academic Affairs units related to academic and information technology hardware, software, and peripherals

• Deploy, test, relocate, and maintain hardware including workstations, peripherals, network devices, mobile devices, and computer lab related equipment within established guidelines and standards

• Install, test, update/patch, maintain and support software including operating systems, common software applications, and specialized academic or business applications

• Perform fieldwork to update, deploy, remove, or relocate computer workstations in and around campus workrooms, offices, classrooms, labs, and other campus spaces

• Coordinate on team or individual projects

Service Documentation, Escalation, and Coordination

• Resolve user requests independently or as part of team-based assignments through direct user engagements, by assignment, or through service management system

• Proactively coordinate with technical team members and document and route work using

campus ticketing system and other methods

• With little supervision, provide a high level of customer service by applying independent analysis, initiative, judgment, strong interpersonal and problem solving skills to route, escalate and resolve service requests

Other duties as assigned

Minimum Qualifications

• To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

• The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills. 

Preferred Qualifications

• Ability to apply consultative skills to assess user needs, troubleshoot, and provide appropriate support to resolve client side computer issues in the field (i.e. campus office, classroom and computer lab settings).

• Demonstrated interpersonal and communication skills in working with users to interpret needs, provide appropriate solutions, and ensure high level of customer satisfaction.

• General knowledge of information technology systems, hardware and/or applications, including standard PC and Apple desktop and laptop computers, printers, and other peripherals.

• General knowledge of common desktop operating systems (e.g. Windows 10; macOS 10.14 and up),

• Proficiency using and supporting standard software packages, such as Microsoft Office and Adobe Creative Cloud.

• Familiarity with the campus ticketing system and documentation protocols.

• Ability to perform system, database, and network maintenance tasks and to use standard computer imaging, maintenance, and diagnostic tools.

• Ability to work independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position.

• Ability to physically carry, move, and place equipment in office, lab, and other locations across campus.

• Ability to apply technical judgment to standard and nonstandard applications and systems to solve a wide range of problem, using effective teamwork, communication and listening skills.

• Experience working with Endpoint Management tools and related processes

• Experience with advanced Windows platforms and tools including Active Directory

Environmental/Physical/Special

• Open office environment, classroom spaces, and on-campus facilities will be the venues for this position

• Ability to respond to emergency situations involving critical system outages or issues on some

evenings, weekends, or holidays

• Requires some off-campus travel, in particular to satellite campuses

• Academic Technology is a service unit that supports the entire campus community. In the interest of projecting a positive image to the constituents we serve, all employees must be professionally, neatly and appropriately attired at the work place

Physical Requirements

• Requires carrying or lifting equipment in data centers, server rooms, or related facilities

• Requires mobility to install, remove or relocate equipment in data center racks, shelving or in areas of limited space

• Position requires physical labor, with moderate lifting (15-44 pounds) and reaching above the

shoulders

• Must work in some areas which are not ADA compliant and which have faulty or inoperative environmental control systems

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions.  SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

Employment Requirement

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so.  Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hr@campus.edu.

CSUEU Position 

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

Thank you for your interest in employment with California State University (CSU).  CSU is a state entity whose business operations reside within the State of California.  Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception.  While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.
 

Advertised: Pacific Daylight Time
Applications close:

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