Desktop Support Technician (ITC - Foundation Level)/IT - Technology Support Center (2020-00086)

  • San Bernardino
  • San Bernardino, California
  • Nov 01, 2020
Full Time Information Technology and Communication Services

Job Description

Employment Status: Full-time, non-exempt, temporary position with the possibility to become permanent status.

Work Schedule: Monday through Thursday from 1:00 p.m. to 10:00 p.m. and Friday from 10:00 a.m. to 7:00 p.m.

First Review Deadline: This position will remain open until filled. Applications will be reviewed beginning March 6, 2020.

Position Summary:
This classification requires a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and computer systems.

Under direct supervision, the employee will assist level 2 technicians in performing basic desktop support of campus end-user computers, including both hardware and software issues using hands-on diagnostic and repair techniques. Details include assisting with virus/spyware/malware/adware removal, anti-virus software installation, and other software and hardware installations and configurations.

Assist with Call Center telephone and email support for campus end-users including faculty, staff, and students. Details include assisting users with access to MyCoyote, Blackboard, Exchange Online (O365) and other campus resources. Work on the Enterprise Management Ticketing System for incident and request escalation and documentation. Remote computer assistance is occasionally performed whereby the end-users will authorize the Technology Support Center Staff to log into their remote computer to perform diagnostics and help resolve issues.

Assist with walk-in end-users who need help with activating their CoyoteID, and with issues relating to software, hardware, the campus wired and wireless networks, and with access to campus resources such as MyCoyote, Blackboard, and Exchange. Will receive and log faculty tests, SOTEs, and student computers that need to be repaired.

Assist in the creation and editing of documentation, user guides, and materials for other support technicians and end-users. Assist other TSC technicians in emailing students for other campus departments through our mass email system.

Minimum Requirements:
Equivalence of a bachelor's degree in Information Management, Computer Science or a related field.
Equivalence of one (1) year of relevant experience.
The incumbent must demonstrate the ability to managing time and priorities.
The incumbent must have a customer-centric approach to service delivery.
The incumbent must have a high level of digital fluency.
The incumbent must have excellent oral and written communication skills.
The incumbent must have experience in developing processes to test, evaluate, and recommend the use of computing technologies.
The incumbent must have knowledge of the configuration and installation of hardware and software systems.
The incumbent must have experience in both Mac & Windows operating systems.
The incumbent must have experience in using Microsoft Office software (i.e., Outlook, Word, Excel).
The incumbent must be able to lift 50lb.
Preferred Qualifications:
The incumbent must be proficiency in hardware and software technologies.
The incumbent must have demonstrated the ability to pay attention to details and to meet deadlines and milestones.
The incumbent must have the patience and well-developed interpersonal relations skills.
The incumbent with previous professional experience working in a higher education environment is highly desired.

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 as a condition of employment.

California State University, San Bernardino is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.

This position may be "Designated" under California State University's Conflict of Interest Code. This would require the filing of a Statement of Economic Interest on an annual basis and the completion of training within 6 months of assuming office and every 2 years thereafter. Visit the Human Resources Conflict of Interest webpage link for additional information:

This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096)
Closing Date/Time: Open until filled

Job Address

San Bernardino, California 92407 United States View Map