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Job ID: VA076

Job Title:
(VA076) LAB SERVICES COORDINATOR (Information Technology Consult

Appointment Type:

Time Base:

Date Posted:
February 7, 2013

Closing Date:
Open until filled

Link to Apply Online:

Campus Employment Homepage:

Position Details
Recruitment Number VA076
Working Title LAB SERVICES COORDINATOR (Information Technology Consultant - Career Level) POSTING UPDATED - ONE POSITION REMAINS OPEN
Level/Range/Grade 2
Salary Range (From $ to $) $4,314.00 - $8,831.00 per month (new employees should anticipate being hired at the beginning of the salary range)
Department Information Tech Support Srvcs
Number of Positions 2
FLSA Code Exempt
Status Temporary: (Renewable with the possibility of becoming permanent)
Time Base 1.00
Pay Plan 12/12 month
Available 02/11/2013
CBU/MOU R09 - CSUEU Technical & Support Services

Work Schedule
Hours Per Day 8
Days Per Week 5
Shift Day

Position Summary
Department Overview Information Technology Support Services (ITSS) provides technical support to Chico State students, faculty, and staff using campus systems. As part of the University’s Information Resources, we operate three open access labs on campus that are equipped with Windows PCs, Macintosh computers, laser printers, scanners, and numerous software applications. Please visit our website at: http://www.csuchico.edu/itss/index.shtml
Position Purpose Available: ASAP through one year from date of hire.

The Lab Services Coordinator Position is responsible for ensuring effective and standardized delivery of computer lab services and support to the campus. The primary focus is on research, delivery, consultation, and support of standardized computer lab services including desktop operating system configuration, application installation and configuration, as well as image deployment and maintenance strategies.

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.
Essential Functions and Responsibilities CENTRALLY-MANAGED LAB SUPPORT:
• Monitor trouble reports from other ITSS staff and student employees related to centrally-managed computer labs, and assistive technology center.
• Assess, diagnose, and document issues in incident management system, assigning to other ITSS support staff as necessary.
• Ensure that lab supplies (paper, toner, disks, etc.) in centrally-owned labs are maintained.
• Coordinate procurement of supplies with other lab support staff.
• Communicate directly with ITSS staff and student employees on improvement suggestions.
• Work directly with other lab support staff to implement changes.
• Perform and coordinate setup, maintenance and troubleshooting tasks in computer labs, including DeepFreeze management, imaging of lab computers, software and hardware testing.
• Test new patches to ensure compatibility with current lab environment.
• Work directly with ITSS Service Desk Supervisor to schedule lab maintenance periods and coordinate the release of updates to labs.

• Research and prepare documentation and support resources for lab management staff in other campus departments.
• Frequent consultation with other campus lab managers on practices, policies, and procedures related to labs management.
• Consultative assessment and processing of procurement requests from campus lab managers for lab management.
• Assess and diagnose work requests related to department-managed computer labs.
• Manage resolution of the work requests, following-up with requestor for additional information and to communicate problem status.
• Ensure that work requests are handled per the service level agreed to in the SLA with requesting department.
• Identify, research, and develop improved practices and procedures related to the handling and support of campus labs, and work directly with ITSS Academic Support Technician.

• Consult with departments wishing to participate in the GoPrint print management system.
• Maintain GoPrint application, which includes monitoring application health, troubleshooting problems as they arise, and performing application upgrades.

• Assist in managing escalated support issues and engage other campus areas, such as Network Operations, as needed.
• Work with Deskside Services and Information Security to determine requirements to be enforced by Network Access Control application.
• Use Network Access Control software to implement requirements.

• Assist in the support, configuration and deployment of Virtual Software Library disk images.
• assist in completing campus office desktop computing service requests during times of high request volume and staff shortages.
Special Requirements Candidates will be required to have a successful Live Scan clearance (fingerprint criminal records check).

The selected candidate must pass a post-offer pre-employment physical examination.

Physical Requirements
This position alternates between remaining in a stationary position operating a personal computer for long periods of time and frequently moving about inside the office; requires the need to regularly position self to install and maintain computer and network equipment (e.g. crouching and crawling under workstations, and ascending and descending ladders); work may be performed in confined spaces and above ceilings; requires the need to travel across campus to other office buildings, which sometimes requires operation of a rolling cart or electric cart; may lift up to 35 lbs.
Recruitment Preferences Preference may be given to applicants with some of the following which may be considered specialized skills:
• Experience supporting academic and administrative computing systems and users; working knowledge of campus-wide systems; experience working in a university environment and with student employees.
• Other four year degrees coupled with exposure to technical certifications helpful: Certifications (A+ or Microsoft Certified Software Engineer, PMP), formal training classes related to Microsoft Operating Systems, Project Management, Networking, PC hardware, or other related topics.
Benefits This position qualifies for benefits including tuition fee waiver (if eligible).
Benefit Information CSU, Chico offers a number of benefits to its employees (e.g., sick leave, vacation, health insurance). Eligibility for benefits is based on an appointment of half-time or more for a period exceeding six months. Employees appointed less than half-time or less than six months are not eligible for health and dental benefits, but do receive prorated sick leave and vacation.
About the University and Community Detailed information is available at http://www.csuchico.edu/pa/chico-facts.shtml. As a university that educates students of various ethnic and cultural backgrounds, we value a diverse faculty and staff. CSU, Chico welcomes applicants who are knowledgeable about and interested in working within a cross-cultural learning environment. We also welcome those who share a passion and commitment to the University’s 6th Strategic Priority that focuses on sustainability, stewardship, and the environment – see http://www.csuchico.edu/sustainability/index.shtml.

Demonstrated Knowledge, Skills and Abilities
Knowledge KNOWLEDGE:
Requires in-depth knowledge:
• Using and supporting application installation, troubleshooting, and configuration of PC and Macintosh operating systems such as Microsoft Windows (XP and 7), OSX, MS Office Suite, web browsers (such as Internet Explorer, Firefox, Safari), McAfee and their related plug-ins, database/analysis software such as MS Access, MySQL, diagnostic and administrative software, Dreamweaver, and laptop and desktop platform hardware in an Active Directory (AD) environment
• Of Microsoft Active Directory including the management of AD objects and use of its tools such as Group Policy and Users and Computers
• of Ethernet and TCP/IP; of a variety of desktop peripheral devices (printers, scanners, USB, etc.)
• Of supported remote desktop communications and virtualization technologies; supporting enterprise computing systems and users.

Requires comprehensive knowledge of:
• Web development technologies such as HTML, as well as document production applications such as Adobe Acrobat.

Requires working knowledge of:
• UNIX/Linux including commands and file structures
• Access procedures, networks and databases, networking topologies, and protocols
• Information security policies and technologies
• Data administration principles and techniques
• ITSM or ITIL frameworks
• Working knowledge and experience with practices and procedures related to computer lab management and tools such as Microsoft’s Deployment Toolkit, Faronics Core Console, and Deep Freeze
• Working knowledge of and experience with procedures and practices related to service request systems and systems such as Footprints, or other trouble ticket/service request systems
• Training theory and practices demonstrated by an ability to develop and deliver technical training and user documentation.
Skills SKILLS:
• Must have excellent communication, collaboration, and customer service skills, including verbal, written and interpersonal (over the phone and in person) communication skills
• Excellent organizational skills
• Skill to analyze and resolve technical problems including those related to networking, operating system updates, applications, hardware failure, patches, device drivers, viruses, and spyware/malware
• Demonstrated skills participating in team projects and successfully accomplishing tasks assigned
• Demonstrated skill using a Service Request system
• Demonstrated skills and competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills
• Skill to identify usability issues and make recommendations for updates and improvements
• Experience managing and supporting technical projects using standard Project Management principles and have direct experience collecting and reporting on project metrics.
Abilities ABILITIES:
Incumbent must have the ability to:
• Adhere to all laws, University policies, and procedures
• Apply University standards when approaching and solving problems
• Analyze problems and propose and develop innovative solutions
• Apply goals and methods to attain project goals; evaluate, establish, and communicate policies, procedures and standards
• Analyze data requirements and research data availability and access methods
• Integrate multiple applications and/or systems
• Monitor, track and report on project status
• Correctly interpret and follow written policies, procedures, information and instructions
• Understand technical details and explain to others in non-technical language
• Provide project and tactical leadership
• Lead technical student staff which includes assigning work, training, and monitoring progress toward completing work assignments
• Develop, organize, and implement business processes
• Independently manage busy workload, coordinating and delegating multiple tasks, priorities and projects for self, student employees and other team members for implementing concurrent projects, with frequent interruptions and schedule changes
• Plan and maintain material, technical reference, and software inventories
• Keep and analyze detailed, well-organized records
• Read and write at a level appropriate to the duties of this position
• Function cooperatively and productively independently and as a member of a unit maintaining collaborative working relationships with a diverse population of faculty, staff, and students, and providing project leadership, and ensuring high level of customer satisfaction
• Identify, analyze and determine user and project needs
• Interpret client and end-user needs and provide cost-effective, appropriate solutions
• Use consultative skills to assess user needs and provide appropriate technical support in a heterogeneous environment
• Be creative, flexible versatile, service-oriented and diplomatic
• Research, recognize trends, and evaluate new and emerging technologies and advancements
• Adjust to change (e.g., work environment, technology, responsibilities adjustment)
• Perform assigned duties with accuracy and attention to detail.

Education and/or Experience
Required Education and/or Experience Requires the equivalent to a bachelor’s degree in instructional technology, computer science, or a related field;


Equivalent to two years of full-time professional experience working with computer applications for education and instruction;


Working/operational knowledge, experience, and/or training in technical support and desktop management and virtualization systems.
Additional Requirements for this Position Incumbent will be expected to seek continued professional development revolving around best practices in higher education environments.

A valid California driver’s license must be maintained throughout employment in this position, as well as a successful completion and continued compliance of CSU Defensive Driving Course.

Posting Details
Open Date (posting open date) 01/18/2013
If "Other" above, please enter desired time period. Open Until Filled (review of applications will begin 2/1/2013. Complete applications received after that date may be considered)
Open Until Filled Yes
On campus only Promotional Opportunity No
Post with Possibility of Renewal
Quick Link http://jobs.csuchico.edu:80/postings/1793