Deployment and Logistics Specialist

at  California State University

Job no: 542580
Work type: Staff
Location: East Bay
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology

MINIMUM QUALIFICATIONS

• A basic foundation of knowledge and skills in technical information systems and application program packages.
• 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.

REQUIRED QUALIFICATIONS

• A Bachelor’s degree or equivalent combination of education and experience in computer science, information systems, educational technology, communications or related fields, or similar certified coursework in applicable fields of study.
• Strong and demonstrated skills in computer technology, including software and hardware troubleshooting, installation, and maintenance.
• Demonstrated proficiency in any of the following: operating systems (Windows and MacOS), Microsoft 365, Adobe suite, MS Active Directory, endpoint network configuration and connectivity.
• Excellent core customer service skills that include conflict resolution, listening, attention to detail, ending in customer satisfaction.
• Excellent ability to communicate which include written, verbal, and listening skills, working with a diverse customer base.
• Excellent interpersonal and communication skills working with faculty, staff, students, and guests.
• Ability to consult at different levels of technical abilities when consulting, training, or troubleshooting.
• Ability to organize and plan tasks and activities with multiple priorities.
• Demonstrated ability to effectively interpret, organize and present information and ideas in written or presentation form.

PREFERRED SKILLS AND KNOWLEDGE

• Experience with service management ticketing software.
• Ability to document accurate and timely details of events on tickets.
• Good understanding of IT practices such as incident management, request fulfillment, change control, and knowledge management.
• Proficiency in device and application security configurations and deployments, and general best practices.
• Understanding of software licensing models both traditional and web-based (or “as a service” platforms).
• Excellent multi-tasking skills.
• Aptitude to learn new technology and ability to recommend new or updated solutions to IT services.
• Self-driven, motivated, proactive.

Service Desk Production Support:

• Adhere to the Incident Management process and perform duties when needed.
• Monitor various assignment groups in the ticketing system and assign and communicate the urgency of tickets.
• Thoroughly document incidents and work notes and manage escalations for a timely resolution to requests and technical problems.
• Provide responsive support for production issues and outages, helping ensure minimal downtime and loss of productivity and service; focused on campus administration related tickets from the Service Desk queue for IT support.
• Assist various IT and administration departments where technical support is needed, including but not limited to registration, admissions, facilities, IT, UPD and Finance, etc.
• Assist in physically installing, moving and / or removing computer equipment and peripherals.
• Prepare, configure, and deploy ITS assets.
• Best effort support of various non-University affiliated devices.

Support Technical Partners:

• Assist Technical Partners in providing technical support to their respected colleges and departments.
• Serve as a delegated point of contact for a college or department during a Technical Partners absence.
• Communicate customer requirements and or requests that arise during Technical Partners absence.

Support Asset Management:

• Assist in processing technology requests and purchases to ensure their compliance in licensing, security and accessibility.
• Ensure compliance with University standards for purchasing hardware and software.
• Act as the department’s software librarian:
• Organize and manage software license keys and Installation files in a common IT database or repository.
• Coordinate and assist in the renewal of software licenses and coordinate with other staff to ensure software contracts, terms and funding are up-to-date and renewed on time to prevent loss of service.
• Assist in the proper and timely payment of software invoices from purchase orders.
• Assist in establishing knowledge base articles, configuration and installation guides, and user manuals for proper use and installation of software.

Continual Service Improvement, Project Participation, Professional Development:

• Participate in project or campus groups and attend required meetings.
• Provide status reports as requested.

Other Duties as Assigned:

• Provide support for IT in special projects and events as required.
• Actively participate in and contribute to the implementation of projects as an integral member of the IT team.
• Offering assistance to various IT and college departments in areas requiring technical support, such as labs, classrooms, and faculty offices. This may involve troubleshooting, and resolving technical issues.