Job No. 544120 Information Technology Consultant - Foundation or Career lev

at  California State University

Job no: 544120
Work type: Staff
Location: Bakersfield
Categories: Unit 9 - CSUEU - Technical Support Services, Temporary, Full Time, Information Systems & Technology, On-site (work in-person at business location)
CLASSIFICATION TITLE: Information Technology Consultant – Foundation or Career

EDUCATION & EXPERIENCE –

Foundation Level – Bachelor’s degree in computer science, information systems, educational technology, communications, or related field with relevant training. Additional qualifying experience may be substituted for the required education on a year-for- year basis.
Career level – Bachelor’s degree in computer science, information systems, educational technology, communications, or related field with relevant training. Additional qualifying experience may be substituted for the required education on a year-for- year basis. Minimum of two (2) years (within 3 years) of full-time equivalent experience in desktop support, call center support, application administration, or other technology related customer service setting, preferably within an academic setting.
LICENSES – Possession of a valid driver’s license or the ability to obtain by date of hire.

SKILLS, KNOWLEDGE & ABILITIES (SKA’S) –

• Regular and reliable attendance is required.
• Demonstrated knowledge of ITIL or ITSM principles.
• Knowledge and use of support ticketing systems (e.g., Remedy, ServiceNow).
• Ability to troubleshoot, diagnose, and complete hardware repairs for Windows, Mac, and iOS devices.
• Ability to troubleshoot, diagnose, and complete software Incident and Problem issues.
• Ability to setup, install, and maintain application service offerings like (Office 365, Papercut, ServiceNow, McAfee, etc.)
• Ability to work with vendors in support of hardware warranty administration and support.
• Knowledge and use of Microsoft Server OS.
• Ability to apply consultative skills to assess user needs and provide appropriate support.
• Knowledge of information technology systems and/or applications, including campuswide systems and multimedia environments, access procedures, networks, and/or databases.
• Ability to integrate multiple applications and/or systems.
• Proficiency using standard software packages.
• Ability to analyze data requirements and research data availability and access methods.
• Knowledge of data administration principles and techniques.
• Knowledge of network administration.
• Ability to coordinate and implement data exchanges and conversions.
• Knowledge of training theory and practices demonstrated by an ability to develop and deliver technical training and user documentation.
• Demonstrated interpersonal and communication skills in working with users to interpret needs and provide appropriate solutions.
• Knowledge of statistical and/or research databases.
• Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
• Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
• Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
• Excellent communication skills: ability to effectively communicate information in a clear and understandable manner.
• Thorough knowledge of English grammar, spelling, and punctuation.
• Ability to interpret, communicate and apply policies and procedures.
• Demonstrated ability to maintain a high degree of confidentiality.
• Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
• Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
• Working knowledge of or ability to quickly learn University infrastructure, policies, and procedures.
• Must be willing to travel and attend training programs off-site for occasional professional development.
• Must be able to work overtime (Foundation level), occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.

PREFERRED QUALIFICATIONS:

• Master’s degree in computer science, information systems, educational technology, communications, or related field.
• Three (3) years of experience supporting large scale, multi-OS, desktop environments.
• Experience supporting applications – user, security, workflow, integration with other systems.
• Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.
  PHYSICAL DEMANDS: LIGHT WORK – involves mainly sitting, up to 25% standing or walking; lifting medium weight objects limited to 25 pounds.
  ENVIRONMENTAL FACTORS: Drives motorized equipment (electric cart).

Application Administration

• Ensure support tickets are in place for the work performed.
• Ensure support tickets are completed in a timely manner, based on time commitments.
• Maintain and support or administer various systems on campus (e.g., SCCM, ServiceNow, MDM, ePO, Papercut, etc.).
• Use applications to deploy software, updates, patches to end user machines across campus.
• Troubleshoot, diagnose, and solve basic to moderate complexity system support issues (e.g., ServiceNow, MDM, ePO, Papercut, etc).
• Create and edit workflows in the ITSM system.
• Administer specialized modules in the ITSM system.
• Create and recommend Knowledge Base articles which include triage steps, escalation points and escalation requirements.
• Provide input for or recommend Service Level Agreements and Key Performance Indicators inclusive of monitoring and reporting via the current ITSM tool.
• Provide input for or recommend regular system and/or process improvements to ITS management.

Tier 2 Technical Support

• Ensure support tickets are completed in a timely manner, based on Service Level Agreements.
• Troubleshoot, diagnose, and solve a variety of PC and Mac application and hardware issues.
• Install a wide array of equipment that includes Windows and Mac computers, printers, and monitors.
• Install and test applications and operating systems that further the pursuit of the academic mission of the campus.
• Assist the service center when necessary to maintain service level (phone support, walkup customer support, escalations etc).

Project Work

• Provide input on or recommend design and implementation of various IT based projects.
• Research new systems and share findings with leadership and team.
• Ensure IT project timelines are met.
• Assist with implementation of new systems.