Job no: 546716
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 Technical Support Specialist. 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 Technical Support Specialist to provide end-user technical support and services, including installation of operating systems, computer hardware, and software, troubleshooting of workstations, and performing setup and diagnostics for smartphones and tablets. The Technical Support Specialist will also provide coverage for after-hours on-call support as required. Secondary responsibility for the development and integration of systems used by Access Services.

QUALIFICATIONS

This position requires:

• A Bachelor’s degree in Computer Science or a related field or equivalent combination of education and experience is required.
• A minimum of three to five years of demonstrated experience of technical support and services including installation of operating systems, computer hardware and software.
• Minimum of three to five years of experience using PC life cycle management tools for software deployment and system imaging.
• A minimum of three years’ experience using software deployment applications.

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 in order to work with others and problem solve.
• Ability to quickly gather information from and disseminate information to the appropriate parties.
• Ability to present technical information at training classes.

Analytical Skills

• Ability to assist in trouble-shooting 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.

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 in order to meet deadlines.
• Ability to work independently with little supervision.

Technical Skills

• Proficiency in Microsoft Office Productivity Suite (Word, Excel, Power Point, and Outlook), Visio and the Microsoft registry required.
• Expertise in computer networking is required as well as experience with Cisco routers switches and IOS.
• Advanced knowledge of current Microsoft operating systems troubleshooting.
• Four years experience providing PC floor support and help desk analysis for 100 or more end user computers.

Under the general direction of the Associate Director, Access Services, the Technical Support Specialist will perform duties as outlined below:

This position is responsible for developing a new foundational platform (Asset Management System) for IT inventory assets and maintaining, adding, and refining to fit changing needs. Scope includes the development of internal tools to replace previously used commercial off-the-shelf software. The role requires all phases of solution delivery, from development to integrations, advanced troubleshooting of data, and functionality.

• Position is responsible for coordinating and training inventory process and system with department inventory coordinators and managers.
• Position responsibility includes related data management: queries, design, security, access, and usability for asset management through a transform of data.
• Position responsibility involves integrating and operating data from external systems – HR, Active Directory, Verizon mobile phone data, JAMF Apple management system, and Microsoft Graph and requires an understanding of use, systems, and how to integrate.
• Position has responsibility for managing application lifecycle (ALM), including setup and operation for Asset Management System to ensure future stability and efficient maintenance.
• Skills require inherent use of design expertise in user experience (UX) and user interface (UI).
• Role requires development and maintenance of dashboard reports using Power BI (business intelligence) skillset.

Provide support to high-visibility projects and applications for the Office of General Counsel (OGC).

• Per the direction of the Associate Director of Access Services, some support duties for the Office of General Counsel have been transferred to the incumbent.
• These responsibilities include but are not limited to the implementation, analysis, configuration, maintenance, and support of the below-mentioned software acquisitions by OGC. These are additions to supplement their legal management application Prolaw which is being replaced by NetDocument and eCounsel and e-discovery tools.

NetDocument’s Document Management

• NetDocuments is a document management solution that OGC use as tools for document creation, organization, and editing. It includes integrations with Microsoft Office applications and Mitratech’s eCounsel application.

Mitratech’s eCounsel

• Mitratech’s (formerly called Bridgeway) eCounsel is a legal management application that OGC uses for matter management, e-billing, document management, and reporting analytics.
• While adhering to ITIL best practices for incident and problem management, advise management of such incidents and assist with resolution. In supporting these software applications, incumbents will take a principal role in working closely with the vendors to acquire the much-needed skillsets required for initial implementation and continual maintenance, diagnosing, and troubleshooting as issues arise.

Deploy, configure, and support Windows computers. Moreover, work with Access Service’s Desktop Engineer to design and QA images for Microsoft operating systems and application deployment. The incumbent is also responsible for standardizing new support systems for Windows computers using the Microsoft endpoint suite of tools that include creating a computer deployment process, creating a user support process, documenting these processes, and training the technicians who will be utilizing this system to handle such tasks. Develop, manage, update, and support Microsoft SharePoint and CSYOU websites relating to Access Services department.

• Designated go-to person for design, maintenance, and support of Access Services department SharePoint websites. Responsible for changes to upstream computer configuration, phone orders, and other processes originating on the internal intranet that land in Access Services.
• Manages access to documents and resources uploaded to SharePoints.
• Design and update the website on CSYOU with information relating to computers, smartphones, and hardware/software offerings; periodic updates to technical details and prices as change occurs.
• Deliver formal and informal end-user training and support for applications including but not limited to Web Conferencing tool (Zoom), Code42 CrashPlan and Druva endpoint backup client, Microsoft Office, SharePoint, VPN, MS Outlook auto archive configuration, and other load-set applications.
• Provision and support end-users new and existing printers for network printing capability; Add printer and install software drivers on a printer server.
• Support Active Directory and Group Policy administration.
• Deploy, configure, and support Microsoft operating systems.
• Deploy, configure, and support standard application load sets.
• Deploy, configure, and support non-standard client-server applications as needed.
• Deploy and support computer hardware-related peripherals.
• Provide site administration, including imaging and installing training room machines in a timely manner to accommodate new installation or training.
• Perform standard Dell, HP, and Microsoft diagnostics and submit parts and repair technician requests via warranty services.
• Coordinate with other network support staff to diagnose and resolve network connectivity issues.
• Record and update all service requests in Service Now ticketing system.
• Manage and maintain systems needed for an inventory of equipment recycling and receipt of new computer inventory.
• Ensure new systems are securely stored.
• Provide coverage for after-hours on-call support as required.

The position is also responsible for any other duties assigned. In addition, the incumbent is responsible for keeping 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. The Technical Support Specialist is also responsible for delivering basic end user training on the Microsoft Office Suite. Duties include:

• Provide on-site training for new Chancellor’s Office (CO) applications and assist with the development of training materials.
• Prepare written technical documentation for standard PC applications, such as using a print server, archiving Outlook email, and connecting to a network using various remote access methods.
• Interface with various software vendors to ensure accurate software configuration for end user custom training classes.
• The Technical Support Specialist is also responsible for any other duties assigned. In addition, the incumbent is responsible for keeping 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.