Student Technology Specialist

Student Technology Specialist

Job no: 519033
Work type: Staff
Location: Humboldt
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology, Telecommute eligible (work onsite as scheduled and/or as requested and telecommute as scheduled)

Student Technology Specialist

Information Technology Services
Job #519033
First Review Date: Friday, February 17, 2023

Open Until Filled

At Cal Poly Humboldt, bold hearts and open minds shape the future.

Founded in 1913, Cal Poly Humboldt began as a small college for teachers. Today Humboldt has grown into a comprehensive university with rigorous science and liberal arts programs. Designated a polytechnic in 2022, Cal Poly Humboldt provides hands-on, impactful educational opportunities that lead to meaningful, measurable outcomes for the individual, for the state, and the world.

Cal Poly Humboldt is proud to have nearly 6,000 students of all backgrounds spread across 61 majors, 13 graduate programs, and 4 credential programs — all of whom contribute passion and creativity within their fields and set the stage for a future grounded in equity and sustainability. Hands-on learning, inspired teaching, ground-breaking research, and thought-provoking creative activity happen daily at Humboldt.

Finding a better future is a task for the bold and open, the down-to-earth and visionary. Cal Poly Humboldt strives to cultivate these qualities in leaders, innovators, and scholars in every field.



(Job #519033) Information Technology Consultant (Foundation or Career), Student Technology Specialist, Anticipated hiring range: Foundation = $3,713 - $4,000/month, Career = $4,678 - $6,000/month. Salary Range: Foundation=$3,713-$7,149/month, Career=$4,678-$11,547/month.This is a full-time, benefited, non-exempt (Foundation) or exempt (Career), 12-month permanent position with a one-year probationary period in Information Technology Services. This position comes with a premium benefits package that includes outstanding vacation, medical, dental, and vision plans, life insurance, voluntary pre-tax health and dependent care reimbursement accounts, a fee waiver education program, membership in the California Public Employees Retirement System (CalPERS), and 14 paid holidays per year. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits.

Position Summary: Cal Poly Humboldt invites applicants for the exciting new position of “Customer Care - Student Technology Specialist”. This position blends training, interpersonal, and technical skills to support the technology needs of Cal Poly Humboldt students.

We are seeking an adaptable, positive, empathetic, and professional candidate with strong hardware and software technical skills, as well as the written and verbal communication skills necessary to successfully assist students with their technology needs. A commitment to excellent customer service, quality workmanship, and continuous technical improvement are essential to the position.

Key Responsibilities:

Training, Communication, and Documentation:

• Develop and deliver training materials and in-person training sessions for Cal Poly Instructional Applications including, but not limited to, Zoom, Canvas, Google Docs, Microsoft Office, Microsoft Windows, macOS, Google Drive, etc.
• Document common support items for a student-focused audience to use as support references or automated communication
• Communicate the availability of ITS offered services, devices, and support on a regular basis in student-focused methods and locations. This would include student device programs, virtual computing access, computer lab availability, etc.
• Collaborate with the Projects, Planning, and Design Lead to develop feedback and assessment methodologies to identify successes, failures, and inefficiencies in hardware, software applications, student support services, and device programs.

Support Student Computing Equipment and Software:

• Support the use of computing devices including Mac and Windows laptops, Apple and Android phones and tablets, etc.
• Provide application support to students on a wide variety of software titles including, , but not limited to, Zoom, Canvas, Google Docs, Microsoft Office, Microsoft Windows, macOS, Google Drive, etc.
• Provide technical support to students accessing Cal Poly Humboldt's Virtual Lab (vLab) environments
• Provide appropriate support to Cal Poly Humboldt and student-owned devices and services, including computers, mobile devices, internet access, or other resources to facilitate instruction and learning, using discretion and policy guidance to determine the professional boundaries of any given student-owned support request.
• Troubleshoot technical issues via phone, email, remote software (Zoom, TeamViewer, etc.), and on-site visits to provide exceptional customer support
• Perform other diverse and wide ranging tasks including, but not limited to, printer access and support, student data access and backup, and research technology support

Support Cal Poly Humboldt's Student Device Programs:

• Under the direction of the Direct Support Lead, and coordinating with the Projects, Planning, and Design Lead, the successful candidate would coordinate student device programs including eligibility, communication, distribution, support, and recovery of any student-issued devices offered by Cal Poly Humboldt.
• Maintains current inventory of student-issued devices, including imaging, storage, asset management, hardware repair or replacement, and maintenance
• Assist Library staff with maintenance and support of short-term and long-term technology checkout hardware
• Closely collaborate with the Projects, Planning, and Design Team Lead to develop specifications and pilot programs for future or potential student devices

Help Desk Coverage and Support:

• Maintain a regular presence at the Technology Help Desk to facilitate student support and success, and engage in ongoing professional and technical development to best support the technical issues students encounter
• Serve as a secondary training and leadership role when Help Desk Lead is unavailable or out of office.
• Resolve or route incoming technical support requests as necessary

Other Customer Care and ITS Activities:

• Collaborate in a courteous, adaptable , and open manner with other ITS staff and campus users through team contact, mutual support, excellent communication, and responsiveness
• Provide input and feedback in order to improve service, including collaborating with other ITS staff to create documentation for ITS services, processes, and procedures
• Coordination with other ITS and campus teams
• Coordination with the ITS Advocates
• Participate in membership of appropriate ITS and campus-wide committees and groups in order to better understand the computing needs of campus and assist in providing successful solutions to these requirements

Additional Responsibilities (Career):

• Independently perform the technical support and troubleshooting activities described above with minimal supervision
• Update, reset, and reimage computers without significant assistance from other Customer Care staff members. The Student Technology Specialist (Career) is expected to have significant skill and experience with this type of work
• Provide Tier 2 technical support for computers, operating systems, and applications to Cal Poly Humboldt students

Knowledge, Skills, and Abilities Associated with this Position Include:

• Excellent interpersonal skills oriented toward excellent customer service and ability to work with a positive attitude as an adaptable, collaborative, and supportive team member, while excelling in a fast-paced service environment
• Strong written and verbal communication skills
• Ability to explain technical details to others in non-technical language
• Ability to correctly interpret written information and instructions
• Demonstrated ability to perform assigned duties and follow established procedures
• Ability to adapt to frequent change (e.g. work environment, technology, etc.)
• Highly organized and detail oriented with the ability to manage and organize multiple tasks
• Ability to function cooperatively and productively as a member of a team
• Working knowledge of modern operating systems and software applications
• Experience with a ticketing system for request assignment, tracking, escalation and reporting
• Ability to establish and maintain cooperative working relationships with a diverse population of faculty, staff, students, and other persons
• Excellent listening, organizational, collaborative, and customer service skills, including verbal, written, and interpersonal communications.

Additional Knowledge, Skills and Abilities (Career):

• Excellent consultative skills in assessing campus and customer needs, as well as ability to provide appropriate technical direction in a heterogeneous computing environment.
• Ability to update, reset, and reimage computers without significant assistance from other Customer Care staff members.
• Establish and maintain cooperative relationships both within ITS and across all campus constituencies, partnering agencies, and the public.
• Ability to independently apply technical judgment to standard and nonstandard applications and systems, solve a wide range of problems, and develop practicable and thorough solutions
• Ability to effectively prioritize and handle multiple responsibilities, complete assigned tasks, and proactively identify and conduct unassigned work tasks
• Knowledge of and experience with computer management in an enterprise environment

Minimum Qualifications (Foundation and Career): A basic foundation (Foundation) or a strong foundation (Career) of knowledge and skills in technical information systems. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Additional relevant experience can be substituted for equivalent education on a year for year basis. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, and training methods and a basic understanding of networks, data communication, and multimedia systems.

Minimum Qualifications (Career):

• At least three (3) years full time related professional experience
  
  

Preferred Qualifications (Foundation and Career):

• Higher Education experience
• Experience installing and configuring Windows/Macintosh systems and applications in a managed networked computing environment
• Experience with installing, configuring, and supporting mobile computing solutions on various platforms
• Working knowledge of LMS Platforms, such as Canvas
• Working knowledge of presentation or lecture capture/editing applications such as Zoom, Panopto, Camtasia, and Adobe Premiere Pro
• Demonstrated ability to provide software and hardware support in large deployment environments

Preferred Qualifications (Foundation):

• At least one (1) year full time related professional experience.
• Working knowledge of mobile device configuration, support, and usage including instructional-contexts for tablets, phones, and laptop computers.

Preferred Qualifications (Career):

• Experience with providing training in Higher Education or training in formal or informal settings
• Advanced knowledge of mobile device configuration, support, and usage including instructional-contexts for tablets, phones, and laptop computers.

Application Procedure: To apply, qualified candidates must electronically submit the following materials by clicking the Apply Now button:

• Letter of Interest
• Resume or Curriculum Vitae
• Contact information for at least three professional references

Application Deadline: This position is open until filled with a first review date or Friday, February 17, 2023 .

Any inquiries about this recruitment can be directed to careers@humboldt.edu or Cal Poly Humboldt's Human Resources Office at (707) 826-3626.

Cal Poly Humboldt sits on the traditional homelands of the Wiyot people in what is currently called Arcata, CA. The Wiyot people call the area Goudi'ni (over in the woods). Cal Poly Humboldt was the first campus in the California State University system to offer a stand-alone major in Native American Studies.

Cal Poly Humboldt is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.



Working in the state of California is a condition of employment for this position. Even if part or all of an employee's assignment can be performed remotely, the employee must maintain a permanent residence in the state of California. The employee must be able to accept on-campus work assignment, as assigned, and come to campus when needed.

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 https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hr@campus.edu.

Cal Poly Humboldt hires only individuals lawfully authorized to work in the United States. This position may be considered a “Campus Security Authority”, pursuant to the Clery Act, and is required to comply with the requirements set forth in CSU Executive Order 1107 a condition of employment.

CAL POLY HUMBOLDT IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS (e.g. H1-B VISAS)

Evidence of required degree(s), certification(s), or license(s) is required prior to the appointment date. Satisfactory completion of a background check (including a criminal records check, employment verification, and education verification) is required for employment. Cal Poly Humboldt will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or if it is discovered that the candidate knowingly withheld or falsified information. Certain positions may also require a credit check, motor vehicle report, and/or fingerprinting through Live Scan service. Failure to satisfactorily complete or adverse findings from a background check may affect the employment status of candidates or continued employment of current CSU employees who are being considered for the position.

Cal Poly Humboldt is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt is a Title IX/Affirmative Action/Equal Opportunity employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran status, or any other legally protected status. Mandated Reporting: This position may be considered a “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 as a condition of employment.

Additionally, all CSU staff and faculty receive training annually on their obligations in responding to and reporting incidents of sexual harassment and sexual violence. You will be notified by email when you are required to take this mandated training.

Class Code: 0420
Publication Date: February 2, 2023







Advertised: 02 Feb 2023 Pacific Daylight Time
Application Closes: Pacific Daylight Time

To apply, visit https://careers.humboldt.edu/hm/en-us/job/519033/student-technology-specialist

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