Job no: 550573
Work type: Staff
Location: Chancellor’s Office
Categories: Unit 9 - CSUEU - Technical Support Services, Administrative, Probationary, Full Time

CHANCELLOR’S OFFICE STATEMENT

Join our team at the California State University, Office of the Chancellor, and make a difference in providing access to higher education. We are currently seeking experienced candidates for the position of Support Analyst. The CSU Chancellor’s Office, located on the waterfront adjacent to the Aquarium of the Pacific in downtown Long Beach, is the headquarters for the nation’s largest and most diverse system of higher education. The CSU Chancellor’s Office offers a premium benefit package that includes outstanding vacation, health, and dental plans; a fee waiver education program; membership in the California Public Employees Retirement System (PERS); and 15 paid holidays a year.

POSITION INFORMATION

The California State University, Office of the Chancellor, is seeking a Support Analyst to serve as the primary point of contact for technical services at the Chancellor’s Office and the CSU system-wide Common Management Systems (CMS)/Information Systems user community. The support analyst is responsible for handling service requests, providing first-contact technical support, training, analyzing impact, troubleshooting, documenting, communicating with clients, and reporting in a 24/7 service work environment. This position monitors and responds to various databases, networks, servers, communication system alerts, and maintenance window tasks. This position collaborates with other IT departments to provide first- and second-tier actionable troubleshooting and solutions. This position will provide coverage for on-call support as required.

QUALIFICATIONS

This position requires:

• This position requires a Bachelor’s degree in computer information systems or a computer-related degree or equivalent combination of education and related experience.
• Four years of experience in a computer-related area are required.
• Two years of experience in Technical Customer Service or Help Desk required.
• Experience in a multi-site 7/24/365 environment preferred.
• Flexibility and adaptability regarding working different shifts are required.

Communication & People Skills

• Solid written communication skills are necessary to provide accurate technical documentation.
• Supports an environment that motivates others and builds morale.
• Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.
• Ability to effectively communicate with various users.
• Uses effective communication and listening skills to work with others and problem solve.
• Uses courteous phone manner with a focus on providing excellent customer service.
• Ability to quickly gather information from and disseminate information to the appropriate parties.

Analytical Skills

• Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.
• Develops practical and thorough solutions to address all aspects of identified problems.
• Identifies problems and uses appropriate sources to research technical problems.
• Ability to independently apply technical judgment to standard applications and systems.
• Follows and complies with information security practices to protect information systems and sensitive data from internal and external threats.

Project Management Skills

• Ability to track and document information between multiple parties.
• Experience in coordinating resource requirements.
• Attention to detail and solid organizational skills are necessary.
• Ability to schedule and prioritize to meet deadlines.
• Ability to work independently with little supervision.

Technical Skills

• Two years’ experience using Service Center (i.e., Help Desk) problem tracking software required; ServiceNow preferred.
• Proficiency in Microsoft Office Productivity Suite (Word, Excel, Power Point, and Outlook) required.
• A broad range of experience required in NT and PC hardware, software, and networking is required including an understanding of LAN/WAN technologies.
• Unix and Oracle experience desirable.
• Macintosh experience is preferred.
• Experience supporting PeopleSoft/Oracle applications preferred.
• Knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methodologies required.
• Ability to use software-monitoring tools to remotely troubleshoot connectivity and system performance issues is desired (e.g., 13 technology, etc.).

RESPONSIBILITIES

Under the general direction of the Director, IT Support Center Services, the Support Analyst will perform duties as outlined below:

THE PRIMARY RESPONSIBILITY OF THE SUPPORT ANALYST IS TO SUPPORT REQUESTS FOR SERVICE BY ANALYZING SEVERITY, VALIDATING, TROUBLESHOOTING, RESOLVING, OR ROUTING, DOCUMENTING, COMMUNICATING, AND FOLLOWING THROUGH TO ENSURE RESOLUTION. DUTIES INCLUDE:

• Receive incoming requests for service and inquiries via telephone, email, and/or fax.
• Communicate with IT departments, management, and end users on outages, status updates, system impacts impact, and solutions.
• Establish a ticket in the appropriate IT Service Management (ITSM) ticketing system (e.g., ServiceNow).
• Analyze severity and establish priority based upon predefined severity criteria.
• Evaluate user impact, resolve, attempt resolution, and escalate.
• Utilize IT Support Center tools to resolve requests for service (e.g., knowledge management tools, written documentation, procedures, technical manuals, etc.
• Troubleshoot first / second level desktop service and select back-office operations.
• Infrastructure first/second level account creation services with active directory, wireless, and listserv updates.
• Route the call to the appropriate technical resource(s) and/or coordinate communications between resources.
• Maintain, monitor, and follow through on turnover activity, ensuring currency and accuracy.
• Provide feedback and status to end users by drafting and routing communications and announcements (e.g., bulletins, emails, etc.).
• Close tickets, ensuring that all information-gathering fields are populated and that resolution has been confirmed with the end user.
• Provide coverage for on-call support as required in accordance with ITS Support Center policies.

THIS POSITION IS RESPONSIBLE FOR MANAGING REQUESTS FOR SERVICE RESOLUTION AND ENSURING COMPLIANCE WITH ESTABLISHED CRITERIA. DUTIES INCLUDE:

• Ensure that all tickets are documented accurately, within guidelines, and on a timely basis.
• Confirm that tickets follow Service Level Agreements (SLAs) and other established criteria (e.g., the Severity Matrix).
• Document root cause analysis and evaluate final disposition.
• Escalate and/or notify the assignee and management when requests for service are out of compliance.
• Coordinate communication among resources to achieve resolution.

THE SUPPORT ANALYST IS RESPONSIBLE FOR GENERATING REPORTS RELATED TO SERVICE LEVEL QUALITY, PROBLEM RESOLUTION, AND COMPLIANCE FOR A VARIETY OF AUDIENCES. DUTIES INCLUDE:

• Create automated reports to track service requests and ticket completion.
• Create reports for internal management to evaluate vendor performance, determine frequency and type of problems, or determine root cause.

THE SUPPORT ANALYST WILL PROVIDE FIRST LEVEL USER SUPPORT FOR ACCESS AND DESKTOP SERVICES. DUTIES INCLUDE:

• Level 1 and 2 troubleshooting of user issues for first attempt resolution or escalation to second tier support to resolve.
• Assist in computer software system reimage, troubleshooting, patching, application reinstall or pushes, formatting, license assignment, and other actionable items.
• Customer service with computer assistance via telephone, remote control, or on location.

THE SUPPORT ANALYST WILL PROVIDE FIRST-LEVEL USER SUPPORT FOR INFRASTRUCTURE SERVICES. DUTIES INCLUDE:

• Assist in user account support services, including:
• Active Directory accounts, including: SharePoint, Microsoft 365 OneDrive, and licensing.
• CSU system accounts: Teale, CO, and CMS campus-wide accounts.
• Employee account creation, employee separation processes, and overview.
• Password reset, first-level troubleshooting, and email access issues.
• Email distribution list and “listserv” troubleshooting, and migration.
• Server and process validation during maintenance windows.

THE SUPPORT ANALYST WILL PROVIDE END USER SUPPORT FOR A VARIETY OF AUDIO-VISUAL AND OTHER MULTIMEDIA TECHNOLOGIES. DUTIES INCLUDE:

• Assist in equipment and room planning, scheduling, setup, configuration, testing, monitoring, troubleshooting, and operating a variety of media presentation and delivery systems, including projectors, laptops, microphones, speaker systems, web/video conferencing, internet-based communication, and other equipment.
• Coordinate and schedule video conferencing and web conferencing, and associated account creation paperwork.
• Coordinate computer and equipment planning, setup, and installation instructions to ensure working compatibility at meeting rooms, hotels, and other off-site locations.
• Assist Board of Trustees and other meetings at the CO and offsite locations, including lighting, recording, transcription, equipment setup and operation, and other support as required.
  This position will monitor, escalate, and route Change Requests to the appropriate party for approval to ensure timely and successful completion and will document Change Request activity.
  The Support Analyst will monitor, evaluate, and initiate action to resolve issues for databases, network communications, and other systems at the Chancellor’s Office facilities.
  The Support Analyst is responsible for providing documentation support and will draft, edit, update, and review policies and procedures, as well as ITS Support Center manuals, ITS communications (including bulletins, emails, etc.), and contact information. The Support Analyst is also responsible for any other duties as assigned.
  In addition, the incumbent is responsible for keeping it current in the industry, including technology changes, trends, and best practices. The incumbent is also responsible for addressing any concerns regarding technical operations with the appropriate supervisor.