Service Desk Consultant

Service Desk Consultant

Job No: 504249
Work Type: Staff
Location: Sacramento
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology

Service Desk Consultant

ITC-Career

Posting Details

Priority Application Date (Posting will remain open until filled): 9/9/2021

Hiring Preference


Eligible on-campus applicants in California State University Employees Union (CSUEU) Bargaining Units 2,5,7, and 9 will be given first consideration in the recruitment.

Position Summary
Information Resources & Technology (IRT) provides essential information technology services for campus operations and innovative technology solutions to facilitate the accomplishment of strategic campus goals. The position reports to the Director of Customer Services and Experience, and plays an integral role in providing easily accessible technical service delivery to the university. The IRT Customer Service Consultant works as a member of the IRT Service Desk team, with a focus on the quality and thoughtfulness of the customer experience. The incumbent is selectively cross trained to ensure continuity of service to the campus user community with a focus on faculty, staff, and student assistance. This position is responsible for delivering information and support for IRT services in multiple modalities. The incumbent works within the Service Desk to develop support materials relating to new or updated IRT provided applications and services. IRT actively engages our campus community to deliver high-quality services and innovative solutions that meet current and future technology needs. The IRT team is committed to communicating clearly, operating transparently, and taking a data-driven approach to continuous improvement. Note: All IRT employees should be familiar with the mission of the University, the University Strategic Plan, and the campus information technology strategic plan.
FLSA: Exempt

CSU Classification Salary Range: $4,372 - $10,792 per month

Hiring Range: $4,372 - $7,000 per month

Salary Grade/Range: 2

Recruitment Type: Regular

Time Base: Full-Time

Pay Plan: 12 months

Work Hours: Monday-Friday, 8am-5pm; other hours as required.

Department Information
Who is IRT?
Information Resources & Technology (IRT) partners with faculty, staff, and students to provide essential information technology services that support mission critical activities and innovative technology solutions that facilitate the accomplishment of strategic campus goals at Sacramento State.

www.csus.edu/irt
Minimum Qualifications

To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. 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. 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, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

Required Qualifications
Education/Experience: 1. Bachelor's degree from an accredited university, or equivalent experience. 2. Demonstrated experience and commitment to providing excellent service to diverse faculty, staff, and students. 3. Demonstrated experience taking complex information or research and presenting it in a structured, user-centered fashion. 4. Demonstrated experience with effectively completing assignments, prioritizing based on strategic goals, and meeting deadlines. 5. Experience assessing user needs and providing appropriate support. Knowledge, Skills, Abilities: 6. Demonstrated problem solving skills. 7. Excellent writing and communication skills. Conditions of Employment - Ability to pass background check
Preferred Qualifications
8. Two years experience working in a communications or customer service capacity. 9. Experience in supporting people in a technology rich environment. 10. Experience with agile project management principles. 11. Knowledge of the principles of human-centered design. 12. Knowledge of best practices in writing content and developing materials for the web.
Required Licenses/Certifications

none

Documents Needed to Apply

Resume, cover letter

About Sac State

Sacramento State is located in the heart of California's capital city, five miles from State Capitol. The lush, 300-acre campus is situated along the American River, close to numerous bike trails and other recreational areas. Sacramento, also known as the “Farm-to-Fork Capital,” is one of the most ethnically diverse and livable cities in the country, with a population of half of a million. Sacramento State's 31,000 students come not only from the Greater Sacramento Region, but also from across the state, country, and world. Our 1800 faculty and 1,500 staff are committed to meeting our mission: “As California's capital university, we transform lives by preparing students for leadership, service, and success. Sacramento State will be a recognized leader in education, innovation, and engagement.” As the regional hub of higher education, Sac State is dedicated to https://www.csus.edu/experience/student-success/" href="https://www.csus.edu/experience/student-success/">student success, https://www.csus.edu/diversity-inclusion/" href="https://www.csus.edu/diversity-inclusion/">diversity, equity and inclusion, https://www.csus.edu/experience/anchor-university/" href="https://www.csus.edu/experience/anchor-university/">community engagement, https://www.csus.edu/university-advancement/" href="https://www.csus.edu/university-advancement/">philanthropy, and https://www.csus.edu/campus-safety/" href="https://www.csus.edu/campus-safety/">campus safety.

As evidenced by the values embedded in our Hornet Honor Code, Sacramento State is committed to creating an inclusive environment where all faculty, staff, students, and guests are welcome and valued. Our commitment is more than simply ensuring that our campus is free from bias and discrimination, but is one devoted to celebrating many diverse identities, life experiences, and perspectives that enrich our community, teaching and learning.

To learn more about why you should join the Hornet Family, please visit the Why Sac State? page.

Background Check Disclaimer

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with California State University, Sacramento. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current California State University, Sacramento employees who apply for the position.

Equal Employment Opportunity
California State University, Sacramento is an Affirmative Action/Equal Opportunity Employer and has a strong institutional commitment to the principle of diversity in all areas. We consider qualified applicants for employment without regard to race, color, religion, national origin, age, sex, gender identity/expression, sexual orientation, pregnancy, genetic information, medical condition, marital status, veteran status, or disability. Sacramento State hires only those individuals who are lawfully authorized to accept employment in the United States.

It is the policy of California State University, Sacramento to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment. If you need a disability related reasonable accommodation as part of the application and/or interviewing process, visit https://www.csus.edu/administration-business-affairs/internal/your-hr/benefits/disability-parental-leave.html#reasonable-accommodations-interactive-process .

The University is committed to creating an education and working environment free from discrimination, sexual harassment, sexual violence, domestic violence, dating violence, and stalking. For more information on mandatory training for new employees, visit https://www.csus.edu/compliance/hr-compliance/mandatory-dhr-training.html .

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Fire Safety Right-To-know Act Notification:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the current Annual Security Report (ASR) is available for viewing at https://www.csus.edu/clery .
The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and sexual assault prevention information, and drug and alcohol prevention programming. The ASR also contains statistics of Clery Act crimes for Sacramento State for the last three (3) calendar years. Paper copies are available upon request at the Police Service Center located in the University Union.

Eligibility Verification
Selected candidate must furnish proof of eligibility to work in the U.S.. California State University, Sacramento is a sponsoring agency (i.e. H-1-B Visa).

Note to Applicants:

Possession of the minimum qualifications does not guarantee an interview unless required by collective bargaining agreement.



Advertised: August 26, 2021 (2:25 PM)
Applications Closes: Open Until Filled

To apply, visit https://careers.csus.edu/en-us/job/504249/service-desk-consultant




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