Service Desk Consultant
Consultant - Foundation)
Compensation and Benefits
Anticipated Hiring Salary Range: $3,470 - $5,075
Full classification Salary Range: $3,470 - $6,681
- This is a full-time (equivalent to 40 hours per week),
probationary, non-exempt position.
The CSU system provides a comprehensive benefit package that
includes medical, dental and vision plans, membership in the
California Public Employees Retirement System (CalPERS), sick and
vacation time, and 14 paid holidays a year. Eligible employees are
also able to participate in the fee waiver education program. A
summary of benefit information can be found
Under the direction of an appropriate administrator, or the
supervision of the Service Desk Manager, and or Service Desk Lead,
this position provides consultative support to students, staff, and
faculty to enhance the use and access of technology and information
The Service Desk Consultant enables the Service Desk to deliver IT
support services to faculty, staff and students with a high level
of focus on customer service, quality and ownership by facilitating
effective contact with customers, appropriate levels of knowledge,
documentation and communication, resolution of incidents and
problems, and fulfillment of requests according to established
service level expectations and procedures. The Service Desk
Consultant provides telephone and walk-in first level consultative
support to faculty, staff, and students in the use of basic
application software, operating systems, and network connectivity.
The Service Desk Consultant facilitates appropriate levels of
service delivery (i.e., response, resolution), coordinates delivery
of services to customers, and contributes to effective knowledge
management. The Service Desk Consultant also provides leadership in
the development and maintenance of knowledge management systems,
documentation (video and hard copy), content sites, web or
otherwise and databases to include social media sites. A work
assignment outside of the classification where the majority of work
is performed is common and may be used to promote skill development
or meet unique department needs.
The Service Desk Consultant is expected to work independently and
possess the experience to be fully proficient in performing most or
all of the work assignments.
- Accept, respond to and manage contacts with users according to
Service Desk procedures for all telephone, email, online and
- Provide first call resolution for Incidents and Service
Requests received by Service Desk according to defined service
level objectives and procedures.
- Provide first level support for all centrally delivered
information technology services ensuring effective management of
all services defined for resolution at the Service Desk according
to defined service level objectives and procedures.
- Establish strong relationships with the Service Desk team and
second level support personnel to maximize Service Desk resolution
of Incidents, Requests and Problems.
- Facilitate the dispatching of first level support technicians
to customers according to defined service level objectives,
procedures and priorities.
- Service Request Life Cycle Management – manage Service Requests
from end to end, as lifecycle owner, ensuring effective management
of Service Request information, communication and
- Incident Life Cycle Management – manage Incidents from end to
end, as lifecycle owner, ensuring effective management of incident
information, communication and coordination.
- Problem Life Cycle Management – manage Problems from end to
end, as lifecycle owner, ensuring effective management of Problem
information, communication and coordination.
- Communications – ensure users are kept up to date of progress
on their Incidents and Service Requests, and ensure operational
matters are communicated appropriately within the Service Desk team
and to other internal and vendor support teams.
- Customer Focus and Support – ensure a high level of service to
customers according to service expectations, Service Desk
procedures, and Service Desk best practices.
- Provide account management support for central identity,
directory, and authentication services
Knowledge and Database Management
- Consult, design, develop, produce knowledge base articles for
the Technology Services Knowledgebase. These include white paper
how to’s as well as fully produced video and social media
- Ensure the quality, relevance, and user value of the Service
Desk customer facing information including the Self-Service sites
and Help sites.
- Ensure the quality, relevance, and analyst value of the Service
Desk internal knowledge base including information stored as
Knowledge Articles in the Service Desk solution, on Wikis, on video
hosting sites and in document repositories.
- Update and maintain databases with accurate and current
information regarding configuration items or assets.
- Develop and administer assigned databases using database design
practices and principles
- Develop and administer data policies, procedures and
- Monitor, analyze and verify data to ensure integrity
- Maintain appropriate security and confidentiality in working
with data, including PeopleSoft views.
To view the full list of qualifications and job responsibilities,
please click the Position Description
Education and Experience
- Bachelor’s degree from an accredited college or university or a
combination of education and experience equivalent to a four-year
- 2 years’ experience in a Service Desk environment or similar
customer facing IT support role
- Experience in user support and customer relationship
Technology Services provides administrative information services,
core services, and desktop support to the Fresno State
Our department consists of a well trained team of individuals
dedicated to providing effective technology and quality services
and support that are integrated into the daily activities of the
Deadline & Application Instructions
Applications received by February 6, 2022
will be given full
consideration by the search committee.
- Applications received after that date will be forwarded at the
request of the Hiring Manager and/or search committee.
Please click “Apply Now” to complete the employment application for
California State University, Fresno. Interested applicants must
complete the application and attach the following: 1) their most
recent resumé/vitae, 2) a cover letter that addresses their
specific qualifications and interest, and 3) contact information
for three professional references.
California State University, Fresno is one of 23 campuses in the
California State University System. The University's mission is to
boldly educate and empower students for success through our values
of Discovery, Diversity and Distinction. The current student
population is more than 25,000, including a large percentage of
students with diverse and culturally rich backgrounds. The
University serves the San Joaquin Valley while maintaining deep
involvement with the state, nation, and across the globe.
Metropolitan Fresno, with a multi-ethnic population of over
527,000, is located in the heart of the San Joaquin Valley. The
campus is within driving distance of Yosemite, Kings Canyon and
Sequoia National Parks, San Francisco, Los Angeles, the Monterey
Peninsula, beaches, sailing, lakes, and numerous ski resorts.
Fresno boasts one of the most reasonable housing markets in
California and offers a wide array of locally grown fruits and
Equal Employment Opportunity Information
California State University, Fresno is committed to maintaining and
implementing employment policies and procedures in compliance with
applicable state and federal equal employment opportunity laws and
regulations. Executive Orders 1096 and 1097 prohibit
discrimination, harassment, and retaliation on the basis of a
protected status: race, color, religion, national origin, ancestry,
age, sex (including gender identity), sexual orientation, marital
status, pregnancy, mental disability, physical disability, medical
condition and covered veteran status. Fresno State's commitment to
diversity informs our efforts in recruitment, hiring, and
retention. We are proud to be an affirmative action and equal
Vaccination Interim Policy
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 email@example.com
Following a conditional offer of employment, a background check
(including a criminal records check) must be completed
satisfactorily before any candidate may start work with California
State University, Fresno. Failure to satisfactorily complete the
background check may result in the withdrawal of the offer of
employment. Current employees who are offered positions on campus
will be required to undergo a background check for any position
where a background check is required by law or that Fresno State
has identified as sensitive.
The person holding this position is 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.
This position may be a "designated position" under the California
State University's Conflict of Interest Code. This will require the
filing of a Statement of Economic Interest on an annual basis and
the completion of training within six (6) months of assuming office
and every two (2) years thereafter.
Fresno State is a tobacco-free, smoke-free and vapor-free
Fresno State is not a sponsoring agency for staff or management
positions. (e.g. H1-B Visas)
21 Jan 2022 Pacific Standard Time