Job SummaryThe purpose of this position is to provide Tier 1 and Tier 2 technical assistance to the campus community for university-wide IT systems and to ensure successful resolution of customer service incidents. This position also provides guidance, leadership, and training to student workers.Key ResponsibilitiesIndependently provide technical assistance for university-wide IT services provided to the campus community - Provide Tier 1 technical assistance for all services provided by university-wide IT service providers including employee & student email, voicemail, telephone services, file transfer protocol (ftp), virtual private network (VPN), BeachBoard, MyCSULB, Single Sign-on, and wired/wireless networks. Perform Tier 2 tasks including creation, modification, and in some cases deletion of email accounts (resource, shared, service, student assistant, etc), Active Directory (AD) objects, and distribution lists. Process Tier 1& 2 requests via the ticketing system and escalate with appropriate case notes to Tier 3 organizations.Collaborate with IT service owners for service operations and service transition - Participate in service transition tasks including documentation, beta testing of services, and provide consultative feedback to service owners to ensure customer perspective is understood. Escalate incidents to IT service owners when appropriate.Knowledge Skills and AbilitiesExcellent organizational skills, problem solving and conflict resolution skills. Excellent public relations skills. Ability to set priorities and provide follow-through. Ability to train student assistants in customer service and operations. Ability to communicate effectively in a culturally and ethnically diverse environment. Ability to install and maintain Windows workstations. Ability to administer Help Desk services and provide first line technical assistance to end-users. Ability to write technical documentation, implementation plans, and end-user procedures. Ability to install and configure Internet Browsers and productivity software. Knowledge of TCP/IP protocols. Knowledge of Microsoft Exchange. Knowledge of communications software such as Telnet and FTP.Ability to communicate with an ethnically and culturally diverse campus community. Ability to follow all university policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures. Ability to contribute to a positive university experience for each and every student, and assist in achieving the university's commitment to a "vision of excellence."Education and ExperienceEquivalent to a bachelor's degree in computer science, Information Systems, Educational Technology, Communications, or related technical field required.Two years' work experience within the computer industry preferred.Help Desk experience in the technology call center and/or Desktop Support role desired.Physical SummarySedentary work - Involves mainly sitting. Walking and standing are minimal. Lifting is limited to lightweight objects. (10 pounds or less).DepartmentITS Services Management & OperationsClassificationInformation Technology Consultant - FoundationCompensationSalary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department's fiscal resources.CSU Classification Salary Range:The CSU Classification Salary Range for this position is $3,899 - $7,506 per month.BenefitsExcellent benefits through CalPERS (health, vision, dental), tuition fee waiver, generous vacation and sick leave, and 14 paid holidays each year.Time Base1.0 time-base, 40 hours per week.Duration of AppointmentThis is a temporary position for 1 year with no permanent status granted. Temporary assignments may expire prior to the ending date.Application ProceduresClick Apply Now to complete the CSULB Online Employment Application.PLEASE FILL OUT THE APPLICATION COMPLETELY.It is important that all sections of the on-line application are filled out completely and accurately. Please include all relevant education and experience. Your application will be used to determine whether you meet the minimum qualifications for this position. Additional InformationThe 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.A background check (including a criminal records check) must be completed satisfactorily and is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.Due to the nature of this position, current CSULB employees are subject to a criminal record check unless they have successfully completed a criminal background check through CSULB within the past 12 months.CSULB is not a sponsoring agency for staff and management positions (i.e. H-1B Visas).California State University Long Beach expects respectful, professional behavior from its employees in all situations. Acts of harassment or abusive conduct are prohibited. Demonstrated appropriate professional behavior, treating others with civility and respect, and refusing to tolerate abusive conduct is expected of all employees.Equal Employment StatementCalifornia State University Long Beach is an Affirmative Action/Equal Opportunity Employer that is strongly committed to promoting diversity in all areas of the campus community. We consider qualified applicants for employment without regard to age, physical or mental disability, gender or sex, genetic information, gender identity, gender expression, marital status, medical condition, nationality, race or ethnicity, religion or religious creed, sexual orientation, and veteran or military status.AccommodationsWe provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact ****** .Out of State Employment PolicyCalifornia State University, Long Beach, as part of the CSU system, is a State of California Employer. As such, the University requires all employees upon date of hire to reside in the State of California.As of January 1, 2022 theCSU Out-of-State Employment Policyprohibits the hiring of employees to perform CSU-related work outside the state of California.
