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Technology Checkout Consultant (Information Technology Consultant - Career) Temporary (2 Positions)

Employer
California State University, Dominguez Hills
Location
California, United States
Salary
Salary Not specified
Posted date
Sep 17, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Administrative
Employment Type
Full Time
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Technology Checkout Consultant (Information Technology Consultant - Career) Temporary (2 Positions)

Job No: 505038
Work Type: Staff
Location: Dominguez Hills
Categories: Unit 9 - CSUEU - Technical Support Services, Temporary, Full Time, Information Systems & Technology

Position Information

This is a full-time, permanent (probationary) position.

Special Working Conditions:

This position may require the incumbent to be on-call 24/7 to assist with system maintenance and/or resolving emergency or urgent issues. The incumbent is required to maintain contact with their campus outside of their normal working hours on a regular basis per the applicable Collective Bargaining Agreement requirements. Remote contact shall include telephone, cell phone, wireless data access device, remote monitoring of any hardware or software device, and/or electronic mail notification regarding the status of a campus system.

Conditions of Employment

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 CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information.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.

Application Deadline & Salary Information

The application deadline is Thursday, September 30, 2021.

The salary range for this classification is: $4,372 - $10,792 monthly

Major Duties

Under the general supervision of the Director of Service Management, the IT Techcheckout Consultant will provide technical computing support to faculty, staff, administrators, and students for campus standard software applications such as Windows and Apple operating systems, Apple MDM, JAMF configuration. This incumbent is responsible for, setup, deploying, and client connectivity software related to the campus laptops, iPads, etc. for the IT Techcheckout Program. Additionally, this incumbent is responsible for ensuring the day-to-day operation of the IT Techcheckout Program, assuring the devices are prepared and configured properly to be checked out and into students, faculty, and staff. The incumbent will configure and test laptops and other mobile devices for connectivity to the campus network; assign and/or resolve incidents in the IT Techcheckout Program queue in service now and from voicemail and entering detailed resolution into the incident tracking database; enter, control, and maintain the IT asset inventory.

Qualifications

Required Education and Experience:

A bachelor's degree in computer science, information technology, or related fields or similar certified coursework in applicable fields of study. At least two (2) years working experience as an information technology assistant or in a customer service environment supporting different platform computers hardware and software.

Preferred Qualifications: Highly skilled at customer service through phone and service desk support.

Required Knowledge, Skills, and Abilities:

Knowledge:
  • General knowledge of hardware, software, and applications (examples: Mac Pro, MacBook Pro, iMac, MacBook Air, OS X's, and iOS's), JAMF, Windows software, and applications (examples: XP/Vista/Windows 7, Windows 10), and other devices.
  • General knowledge of Microsoft Office suite (Word, Excel, PowerPoint, Access, Outlook, etc.), Microsoft Forefront Anti-Virus, and Virtual Desktop Infrastructure.
  • Basis knowledge of Apple MDM
  • General knowledge of network connectivity, integration, configuration, and protocols (TCP/IP).
  • General Knowledge of wired and wireless-based local area networks.
  • General knowledge of mobile device management products.
  • General knowledge of PeopleSoft modules.

Skill:
  • Highly skilled at customer service through phone and service desk support.

Ability to:
  • Convey information of a technical nature in an understandable manner to a diverse user community.
  • Answer basic technical questions and solve problems quickly.
  • Troubleshoot, diagnoses, and solve common user hardware problems.
  • Install, configure, maintain, troubleshoot, and use Windows and Apple applications and operating system software.
  • Troubleshoot network and email client connectivity problems.
  • Work effectively and cooperatively with others in both ordinary and pressured situations.
  • Work independently and in teams and maintain positive work relationships with co-workers.
  • Communicate clearly, both in writing and orally, and follow written and oral instructions.
  • Work in a noisy office environment.

Responsibilities

55% Technology Checkout Program
  • Assign and/or resolve tickets in the Techcheckout queue using Service Now, emails, voicemail, and walk ins.
  • Enter detailed information for incident tickets and resolutions in the ticket tracking system.
  • Check the new request coming in SN and voicemail throughout the day for new job assignments and to assign tickets, as needed, to other areas.
  • Close tickets in a timely manner and refer issues to the manager or escalate to other IT teams.
  • Provide technical support primarily over the telephone and via remote connection as well as walk-ins to faculty, staff, administrators, and students on standard campus application software and hardware.
  • Provide technical support on Windows, Mac, Apple products and virtual desktop infrastructure operating systems, and client connectivity software for on and off-campus as well as for the virtual environment, network, and email access.
  • Diagnose hardware problems, perform corrective action, imaging devices, and resolve or arrange for repair.
  • Explain diagnostic messages and provide assistance and documentation in using help menus and virus detection software.
  • Connect workstations and other devices to campus network troubleshoot and resolve connectivity problems.
  • Secondary help to Manage Mobile Device through ManageEngine Apple MDM, JAMF.

20% Asset Inventory
  • Enter, control, and maintain the IT asset inventory for our Device Loaner Program.
  • Control and maintain all IT Techcheckout Program inventory by distributing it to Desktop Services and Telecom as needed.
  • Report available inventory quantities of each type of loaner devices item to Supervisor weekly/monthly for restocking/replacing
  • Purchasing purposes. Order and distribute IT asset tags. Control, log and maintain the Loaner Devices

20% Backup Support
  • Complete operational functions related to the campus IT Techcheckout Program & Laptop rollout. Examples include: For Students, New Hires/Roles:
  • Process and Accept requests for loaner devices for CES students and new hires/roles
  • Determine new hire and CES student device eligibility -Ensure everyone follows appropriate check-out processes.
  • Configure rollout laptops for individual user deployment.
  • Responsible for assigning the task of rolling out new devices to User Services and Telecom and providing the necessary devices to be configured
  • Verify delivery/pick-up of devices -Update the asset/inventory list For Clearances
  • Receive clearance notices -Communicate with HR on what devices need to be returned
  • Arrange for devices to be wiped and re-imaged -Place returned devices back into the inventory control area

5% Other duties as assigned.
  • Additional duties as assigned by Manager/Supervisor, which may include participation on large campus-wide projects that involve working with a variety of individuals across campus.

Closing Statement

California State University, Dominguez Hills, is strongly committed to achieving excellence through a diverse workforce.

California State University Dominguez Hills is an 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, or protected veteran status. For more information or definition of these terms, please visit:

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

Individuals with disabilities requesting accommodations under the Americans with Disabilities Act (ADA) may call the Human Resources Office at (310) 243-3771.

Clery Act crime statistics for CSUDH are available at https://www.csudh.edu/dhpd/clery/crime-stats/ , or by calling University Police at (310) 243-3639. Upon appointment, all candidates must furnish proof of eligibility to work in the U.S.

The California State University is Smoke and Tobacco Free. Smoking, Vaping and other Tobacco use are Not Permitted anywhere on University property. Education Code 42356, CCR Title 5, Article 9


Applications Close: 30 Sep 2021

To apply, visit: https://careers.csudh.edu/en-us/job/505038/technology-checkout-consultant-information-technology-consultant-career-temporary-2-positions

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