Information Technology Services

Technology Support Specialist I

*** Temporary Position with anticipated 2 year appointment. ***

RESPONSIBILITIES & DUTIES:
As part of the shared services team, ensures that all Tier 1 requests are responded to in a timely manner and applies understanding of business processes for the routing of work orders. As the dedicated first point of contact for campus support needs, regularly works alongside staff to provide real time consulting and intervention to ensure services are available and provided to students, faculty and staff and are developed in a manner that best meets the needs of the University as a whole. Creates and maintains updated system documentation and procedures for the campus community. Uses campus systems to track labor and costs associated with work requests. Checks equipment for virus protection, security issues, diagnoses user problems, and verifies access to necessary applications. Research issues to find and suggest solutions, then tests new options as directed. Assists and provides instruction to staff and student users, providing user training and documentation development. Assist with marketing of services including web page and digital signage updates. Collaborates with groups across the University, maintaining a team-oriented attitude and approach to data needs and problem-solving.

Hires, trains, mentors, and provides performance feedback for student assistants. Reviews applications, coordinates interviews, and communicates with applicants regarding decisions. Provides initial and ongoing training. Schedules pickup and leads training session on equipment and campus resource use, terms and conditions of use, and expectations of return of equipment to the University. Maintains databases as required to track and manage campus resource check-outs.

Works with sensitive information in performing identity management, password, and physical access. Reviews system access requests and checks that end-user devices meet necessary requirements and updates as required. When possible, troubleshoot issues with network, and liaise with campus vendors to solve advanced issues including system failures to reduce escalation to campus technicians. Troubleshoots hardware issues involving removing and replacing computer parts to diagnose and fix issues. Coordinates inventories, manages work tickets, hardware/software installations, and coordinates moves and installations as needed
Performs other duties as assigned.

REQUIREMENTS OF POSITION:
Education: Bachelor’s degree preferably in a computer science, information systems, educational technology, communications, or related field, and one year of support experience, preferably in a higher education environment.

Experience: Working knowledge of common software application packages and operating systems (Windows and MacOS). Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving desired goals in a timely manner. Ability to understand, adapt, and be proactive in responses to the changing needs of the campus. Must be able to work well in a challenging environment where constructive feedback from others is regularly received.

Other Knowledge/Skills: Highly developed verbal and written communication skills. Strong critical-thinking skills with the ability to provide solutions and best practices by analyzing departmental process and policy. Demonstrated customer service skills are essential and the ability to work alongside and communicate with non-technical staff is vital. Must possess excellent interpersonal skills required to cultivate respectful and collaborative relationships with people from diverse backgrounds across campus and externally.

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

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 Revised July 21, 2017 as a condition of employment.

Please note:  California State University, Channel Islands (CSUCI) is not currently sponsoring staff or management positions for H-1B employment visas.  Applicants must be authorized to work for any employer in the United States.

Hiring Salary:  $4,595 - $4.687 per month