Job No. 517190 Information Technology Consultant - Foundation

CLASSIFICATION TITLE: Information Technology Consultant – Foundation

UNION CODE: R09

FT/PT: Full-time

PAY PLAN: 12-month

ANCTICIPATED HIRING RANGE: $4,459 - $4,815

However, offer amount will be commensurate with candidate's experience, education, skills, and training.

CSU CLASSIFICATION SALARY RANGE: $3,713 - $7,149

PAY BASIS: Monthly

BENEFITS: CSUB offers a best-in-class benefit package for eligible employees that includes an array of medical plans, choice of dental plans, vision coverage, retirement participation in CalPERS, CSU tuition waiver, up to 24 vacation days per year, sick leave with unlimited accrual, 14 paid holidays per year and more! See our benefits website for additional information.

CANDIDATES ELIGIBLE TO APPLY: Open to all qualified applicants

SPECIAL INSTRUCTIONS TO APPLICANT:

FOR PRIORITY CONSIDERATION, applications must be received by November 27,2022; however, the position will remain open until filled.

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at CSU Vaccination Policy [calstate.policystat.com] and questions may be sent to hr@campus.edu.

POSITION PURPOSE: Within Information Technology Support Services (ITSS), the Support Services team provides technical support to students, faculty, and staff while furthering the overall mission of the University. The ITSS team is within the Information Technology Services unit that is the central IT organization for the entire campus. The group is responsible for both first tier and second tier support for an array of applications, service offerings, and equipment at the University. The Information Technology Consultant, under the general supervision of the Support Services Manager and the Director, IT Support Services, is responsible for supporting the Information Technology (IT) needs of the campus. Responsibilities include but are not limited to administration of technical services which are both client facing and internal support services; ensuring labs and instructional spaces are maintained and ready for student and instructional use, among other responsibilities. The incumbent should be skilled at working on a variety of both Apple and PC hardware, software, and peripheral devices. The incumbent should have a high level of customer service skills.

DUTIES & RESPONSIBILITIES:

A. Manage the Student Laptop Program

• Maintain current inventory of equipment for the program
• Coordinate and track check-out and check-in of equipment
• Perform routine maintenance and updates on equipment
• 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
• Work with the vendor to maintain up to date images and warranty support

B. Provide 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
• Work with the Desktop Support Lead to assist with escalations from the Tier 1 Service Desk

C. Assist with IT Asset Management

• Work with Desktop Support Lead and Campus Asset Management to maintain synchronized assent inventory of IT equipment
• Assist with Tagging and Inventory of IT equipment
• Assist with workflow and process development

REQUIRED QUALIFICATIONS:

EDUCATION & EXPERIENCE – 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.

SKILLS, KNOWLEDGE & ABILITIES (SKA's) –

• Demonstrated knowledge of ITIL or ITSM principles or excellent customer service experience.
• In depth knowledge and use of support ticketing systems (e.g., ServiceNow)
• Experience supporting applications – user, security, workflow, integration with other systems.
• Ability to troubleshoot, diagnose, and compete hardware repairs for Windows, Mac, Android, and iOS devices.
• Ability to troubleshoot, diagnose, and complete software Incident and Problem issues.
• Ability to work with vendors in support of hardware warranty administration and support
• 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.
• Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
• 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, both verbally and in writing.
• Ability to interpret, communicate and apply policies and procedures.
• Thorough knowledge of English grammar, spelling, and punctuation.
• Demonstrated ability to maintain a high degree of confidentiality
• Regular and reliable attendance is required.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in a computer related field.
• One (1) year of experience in desktop support, call center support, or other technology related customer service setting, preferably within an academic setting.
• ITIL Experience with Foundation level certification.
• Three (3) years' experience supporting large scale, multi-OS, desktop environments
• Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.

PHYSICAL DEMANDS: MEDIUM WORK – up to 40% of the activities involve sitting, standing, squatting, kneeling, or walking; lifting heavy weight objects limited to 50 pounds; may involve pushing and pulling objects within the weight limits.

ENVIRONMENTAL FACTORS:

SPECIAL CONDITIONS:

SCREENING: Only those applicants possessing experience most directly related to the immediate needs of the office will be invited to appear before a Qualifications Appraisal Board for the purpose of appraising training, experience, and interest in the position.

CALIFORNIA STATE UNIVERSITY EMPLOYEES UNION: It shall be the policy of the CSU in filling vacant CSUEU bargaining Units 2, 5, 7 & 9 positions to fill such vacancies from among qualified individuals currently employed on-campus except when it is determined that it is necessary to appoint outside applicants to meet campus workforce diversity goals or to provide specialized skills and abilities that are not available from current employees.

BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

SENSITIVE POSITION: Sensitive positions are designated by the CSU as requiring heightened scrutiny of individuals holding the position, based on potential for harm to children, concerns for the safety and security of the people, animals, or property, or heightened risk of financial loss to the CSU or individuals in the university community.

MANDATED REPORTER: Limited: The person holding this position is considered a limited mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083, revised July 21, 2017.

GENERAL INFORMATION: It is the policy of California State University, Bakersfield to hire only United States citizens and aliens lawfully authorized to work in the United States. All new employees will be required to present documentation verifying their right to accept employment. You will also be requested to present a social security card at the time of initial appointment in compliance with state payroll regulations. State regulations require that every state employee sign the Oath of Allegiance prior to commencing the duties of his/her State employment, except legally employed non-citizens. These individuals are required to sign the Declaration of Permission to Work.

EEO STATEMENT: California State University, Bakersfield is committed to Equal Employment Opportunity. Applicants will be considered without regard to gender, race, age, color, religion, national origin, sexual orientation, genetic information, marital status, disability or covered veteran status.


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