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Service Desk Consultant

Fresno State University
California, United States
Salary Not Specified
Posted Date
Jan 24, 2022

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Position Type
Faculty Positions, Professional Fields, Library & Information Sciences, Administrative, Academic Affairs, Librarians & Library Administration, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other, Auxiliary Services
Employment Type
Full Time
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Service Desk Consultant
(Information Technology 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 here .

Job Summary

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 systems.

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.

Key Qualifications

Customer Support
  • Accept, respond to and manage contacts with users according to Service Desk procedures for all telephone, email, online and walk-in support.
  • 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 coordination.
  • 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 content.
  • 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 standards
  • 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 button above.

Education and Experience
  • Bachelor’s degree from an accredited college or university or a combination of education and experience equivalent to a four-year degree.

  • 2 years’ experience in a Service Desk environment or similar customer facing IT support role
  • Experience in user support and customer relationship management

Department Summary

Technology Services provides administrative information services, core services, and desktop support to the Fresno State community.

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 entire campus.

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.

Fresno State

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 produce.

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 opportunity employer.

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 and questions may be sent to .

Supplemental Information

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 campus.

Fresno State is not a sponsoring agency for staff or management positions. (e.g. H1-B Visas)

Advertised: 21 Jan 2022 Pacific Standard Time
Applications close:

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