Job No. 527784 Information Technology Consultant - Career

CLASSIFICATION TITLE: Information Technology Consultant - Career

UNION CODE: R09

FT/PT: Full-time

PAY PLAN: 12-month

WORKPLACE TYPE: On-site (work in-person at business location)

CSU CLASSIFICATION SALARY RANGE: $4,678 - $11,547

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 May 26, 2023; however, the position will remain open until filled.

POSITION PURPOSE: Within Information Technology Support Services (ITSS), the Support Services team provides technical support to students, faculty, and staff while furthering the administrative mission of the University. The group is responsible for both first tier and second tier support for an array of applications and equipment at the University.

The Information Technology Consultant, under the general supervision of the Support Services Manager in ITSS, 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 the help desk provides best in class customer experience, providing consultation to campus Academic, Business, and Operational team members on a myriad of technology workflow automation, lifecycle management, and providing direct desktop hardware and software support. The position requires working on a variety of both Apple and PC hardware, software, and apps.

DUTIES & RESPONSIBILITIES:

Administer & Maintain Systems

• Ensure support tickets are in place for the work performed and are completed in a timely manner, based on time commitments.
• Maintain and administer various systems (Box, O365, Service Now, JamF, Intune, etc.)
• Patch and maintain security integrity of campus computer systems.
• Create and recommend Knowledge Base articles which include triage steps, escalation points, and escalation requirements.
• Recommend Service Level Agreements and Key Performance Indicators inclusive of monitoring and reporting via the current ITSM tool.
• 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 system 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 consultation on design and implementation of various IT based projects.
• Participate in researching and implementing new systems.
• Assist with ensuring IT project timelines are met.

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. Minimum of two (2) years (within 3 years) of full-time equivalent experience in desktop support, call center support, 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.
• Ability to independently apply technical judgment to standard and nonstandard applications and systems.
• Ability to solve a wide range of problems and develop practical and thorough solutions.
• Demonstrated knowledge of ITIL or ITSM principles or excellent customer service experience.
• Knowledge and use of support ticketing systems (e.g., Remedy, ServiceNow).
• Experience supporting applications – user, security, workflow, integration with other systems.
• Ability to apply consultative skills to assess user needs and provide appropriate support.
• 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.
• 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, both verbally and in writing.
• Thorough knowledge of English grammar, spelling, and punctuation.
• Ability to interpret, communicate and apply policies and procedures.
• 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.
• Must be willing to travel and attend training programs off-site for occasional professional development.
• Must be able to work 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:

• Three (3) years' experience supporting large scale, multi-OS, desktop environments.
• Knowledge and use of ServiceNow.
• Demonstrated skills in an institutional/educational environment possessing 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.

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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