Job no: 546792
Work type: Staff
Location: Fresno
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology
Position Description

JOB SUMMARY

Each IT Liaison (ITL) acts as the liaison and interface between the faculty and staff of the college, school, or division, and Technology Services resources and staff. The ITL is the primary on-site presence responding to the end-user IT service needs of employees in the college, school, or division they are assigned to support. The ITL works in conjunction with the Technology Services Service Desk, and second level support teams to meet these needs in the most effective manner. The IT Liaison works under the general direction of the Manager of Technology Support Services, with a dotted-line reporting relationship to appropriate school, college, or division managers, and may also receive direction from a Lead IT Liaison. The IT Liaison shall possess the experience to be fully proficient in performing most or all of the duties of their position.
IT Liaisons provide first contact resolution, on-site consultation, and coordinate the response of central IT resources to meet the IT needs of colleges, schools, and divisions. These staff serve as technical advisors to the faculty and staff on software and hardware relevant to the specific mission of the organizations they serve. IT Liaisons seek to deliver IT services in a manner aligned with the priorities and practices of the colleges, schools, and divisions they serve, with best practice defined by Technology Services, and with the Technology strategic plan and campus strategic plan.
IT Liaisons work both as members of a team supporting the colleges, schools and divisions, and perform work independently. They participate with colleagues in the definition of best practices and use centrally-provide tools and procedures to improve the efficiency and effectiveness of IT service delivery.
The employee shall allocate priority and time to the duties defined below based upon direction from the manager to whom this employee reports. The manager will communicate these priorities and time allocation at least annually and when necessary.

KEY QUALIFICATIONS

• Knowledge of:
• Service management tools for tracking Incidents, Service Requests, Problems, and Changes.
• Applications: campus standard application.
• Operating Systems: Microsoft Windows 10 and later versions; Active Directory (Group and Security policies; understand DNS, DHCP, etc.), Apple Macintosh OS 10.x and later versions.
• Hardware: Intel PC systems, Apple Macintosh systems.
• Connectivity and network administration for fixed-wire, broadband and wireless connections.
• Copyright laws and industry standards.
• Excellent communication (verbal and written) particularly telephone and email skills.
• Excellent interpersonal skills.
• Strong interpersonal and influencing skills with ability to engage with different levels.
• Proficiency using standard campus applications, desktops, and laptops.
• Coordination and implementation of data exchanges and conversions.
• Ability to:
• Independently apply technical judgment to both standard and non-standard applications and systems, integrate multiple applications to match user and business process needs, and use systems to provide solutions to a wide range of common business problems.
• Provide strong fault isolation and problem solving.
• Initiate and manage multiple tasks and projects under competing deadlines and maintain flexibility in response to constantly shifting priorities.
• A history of regular attendance and positive performance evaluations.
• Strong customer service skills and proactive, customer focused attitude.
  To view the full list of qualifications and job responsibilities, please click the Position Description button above.

EDUCATION AND EXPERIENCE

• 4 years of experience in customer support environment supporting technical services.
• Bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or equivalent combination of education and specialized experience in an appropriate field of work.
• Preferred Qualifications:
• 6 years of experience in a customer support environment supporting technical services for a large organization.
• Experience within higher education with an IT focus.
• ITIL Foundation Certification desirable or relevant experience in ITIL environment.
• Knowledge of:
• Systems design and technology integration techniques.
• Data administration principles and techniques.
• Abilities:
• Demonstrated ability to apply consulting skills to assess user needs and provide appropriate solutions in cooperation with colleagues to resolve user problems and meet discipline specific needs.
• Develop and create multimedia/video productions.
• Database design and administration for mySQL, SQL Server and/or Oracle.
• System, database, and network maintenance.
• Software development and programming support for applications.

DEPARTMENT SUMMARY

Technology Services will be a leader in providing effective technology and quality services and support that are integrated into the daily activities of the university community, advance teaching and learning, enhance productivity and safeguard information.

Please refer the Job description for details