Type of Appointment: Full-Time, Probationary
Collective Bargaining Unit: California State University Employees Union (CSUEU) - Unit 9
Classification Salary Range: $4,372 - $10,792 per month
Anticipated hiring range: $4,372 - $6,512 per month
Work Schedule: Monday - Friday, 8:00 a.m. - 5:00 p.m.
Recruitment Closing Date: October 7, 2021
THE DEPARTMENT:
The Division of Information Technology and Institutional Planning provides innovative, strategic, and cost-appropriate technology services in collaboration with the campus community to advance the mission of the
University. Technology services are recognized as an essential resource in furthering the University’s mission. IT
will provide technology solutions, expert consultation, and leadership, resulting in numerous enhancements to the
advancement of learning and knowledge and the effectiveness of campus support services and business
processes for the entire University.
The Client Services unit provides a client-facing, service-oriented environment in the delivery, support, and
management of campus IT computing services, end-point devices, and technology-enhanced learning spaces. The
department provides client technology services and support for university students, faculty, and staff. The unit
consists of teams of information technology professionals providing a wide variety of technology support services to the campus academic and administrative divisions.
DUTIES AND RESPONSIBILITIES:
Performs imaging, configuration, testing, deployment, and routine maintenance and updates of technical equipment including, but not limited to: desktops, laptops, tablets, mobile devices, printers, scanners, and various peripherals.
Provides hardware and software deployment and support for campus computing equipment and services including, but not limited to: physical computer lab classroom spaces, virtual computer lab environment, and devices assigned to students, staff, and faculty members.
Provides technical, analytical and logistical support job duties associated with installing, troubleshooting, moving and maintaining various types of IT equipment (PCs and Macs, tablets, laptops, printers, and smart devices), operating systems (Windows and Mac OS), presentation equipment (projectors, screens, DVD/VCRs, document cameras, smartboards) and common business applications (Microsoft Office, Adobe Acrobat); troubleshoot and repair malfunctioning technical devices and software.
Assists in developing and updating campus technology hardware/software standards. Delivers, carries, and/or transports workstations, printers, monitors, projectors, lecterns, and other IT equipment weighing up to 50 pounds as needed.
Assists in maintaining records and inventory of IT equipment, software, and software licenses.
Collaborates and troubleshoots with other members of the IT division in solving multi-departmental
user equipment issues. Escalates and communicates technical issues to
the appropriate technical support staff member for resolution.
Coordinates and communicates with staff, faculty members, and other campus personnel in addressing and resolving computer lab hardware and software technology requests, changes, and concerns.
Provides consultative technical support in-person, by phone, by email, by chat, by ticket management and/or through remote desktop tools to end-users and end-point devices to ensure problem resolution, system/data access, and optimal system performance.
Answers technical questions and regularly communicates with various students, faculty, staff, administrators, visitors, and outside vendors; uses sound judgment and decision making in order to find solutions and implement appropriate and timely solutions.
Develop technical training and user documentation to assist staff and faculty in the effective use of desktop hardware, software, and peripherals. Conduct formal training programs, equipment orientations, and demonstrations as needed.
Document operational procedures and guidelines for various information services. Collaborates with primary user support departments to gather functional requirements for IT projects and assists with the planning, coordination, and communication between various stakeholders.
Inform and coordinate with users/departments of upcoming critical hardware, software, and network changes in order to ensure minimal impact to business operations.
Effectively utilize the campus IT service support ticketing system, promptly responding to user incidents, requests and assigned tasks.
Provides support in facilitating user access to intranet accounts, group accounts, software, and facility access and ensures appropriate approvals are properly received and recorded.
Assists with the daily operations of the department's service tickets. Provides assistance as directed to assist in completing projects, meeting deadlines and supporting the department’s overall technical support activities.
Notifies the manager of any interruption in service or changes to normal operating procedures. Communicates with other managers, faculty, and staff in regard to problems associated with IT service, data, or security.
Maintains records and inventory of IT equipment and software. Ensures that IT service requests are submitted and managed through the IT ticket tracking system. Uses the IT ticketing system to respond to requests and closes tickets promptly.
Evaluates and proposes recommendations for change/improvement in support operations; makes ongoing improvements in administrative or technical operating procedures, and updates staff and faculty about changes accordingly.
Remains up-to-date with new technologies and tools relevant to supported user groups and responsibilities.
Provides work guidance, training, direction and scheduling oversight for IT student assistant workers.
Maintains communication with team members in addressing and responding to all user requests. Ensures contact availability extends to various campus locations (working remotely and on-campus).
Assist departments with disaster recovery and IT business continuity needs, including planning, development, and execution (as needed).
Participates in IT division and campus-wide initiatives, project coordination and meetings. Maintains compliance with all software licensing, campus policy, and IT security regulations.
Participates in department training opportunities and professional development activities designed to enhance work effectiveness.
Provides technical training and documentation on behalf of IT. Serves as an IT escalation point for student assistants. Serves on committees, attends and participates in departmental and campus
meetings/events/activities.
Uses sound judgment and decision-making in order to find solutions and implement appropriate and timely resolutions. Utilizes advanced communication and listening skills through effective interpersonal interactions, and written correspondence with Department, Division, University staff, and external contacts in person, by telephone and via mail/email.
Consistent with job classification, assumes and carries out assigned tasks and responsibilities at the discretion of the department HEERA manager.
QUALIFICATIONS:
Bachelor's degree in Information Design, Instructional Design, Video Production, Graphic Design or a related field with two (2) years of relevant full-time experience or the equivalent part- time OR an associate degree in Information Design, Instructional Design, Video Production, Graphic Design or a related field with four (4) years of full-time experience OR eight (8) years of relevant full-time experience. Functional knowledge of the specialty area demonstrated by an understanding and use of advanced principles and theories; ability to integrate work related knowledge to address problems; demonstrates competency in applying standard and non- standard technology applications and exploring and adapting changing technology, independently applies technical judgment; recognizes problems, uses reasoning and logic to establish possible causes, interprets and applies theories and principles, generates alternative solutions, implements a plan of action for the best resolution; develops solutions where precedents do not always exist. Ability to be proactive, anticipate outcomes and consequences of different approaches and making modifications to action plans; demonstrates competence at interpreting and communicating information; demonstrates reflective listening skills when working with others; assists other in completing assignments and provides work direction and training to others on new skills and procedures, ability to plan and work on shared projects.
PREFERRED EXPERIENCE:
Effective communication skills and demonstrated ability to communicate with technical and nontechnical
users. Experience in a university IT support environment. Experience with computing device management methodologies, tools, and best practices including SCCM, KACE, and JAMF. Experience with audio/visual technologies including Extron device programming and design, wireless presentation solutions (Mersive Solstice), and HDBaseT implementations.
BACKGROUND CHECK:
A background check must satisfactorily be completed before a candidate can be offered this position. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for this position. The background check consists of the following: Employment verification, education verification, reference checks, and checks of the following systems and databases: National Social Security Number/Address Locator, Felony/Misdemeanor, National Criminal Database, Federal Criminal, Department of Motor Vehicles, and National Sex Offender Registry.
AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER:
Cal Poly Pomona is an Equal Opportunity, Affirmative Action Employer. The university subscribes to all state and federal regulations and prohibits discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and covered veteran status.
ADDITIONAL INFORMATION:
Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal Poly Pomona Annual Security and Fire Safety Report is available at: http://dsa.cpp.edu/police/securityreport.asp
Cal Poly Pomona is a smoke and tobacco-free campus. Please refer to the link below for policy information.
http://www.calstate.edu/EO/EO-1108.html
CONDITION OF EMPLOYMENT:
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. http://www.calstate.edu/eo/EO-1083.html
