Information Technology Consultant (ITC - Foundation), Technology Support Center (514457)

  • California State University, San Bernardino (CSUSB)
  • San Bernardino, California
  • May 21, 2022
Full Time Information Technology and Communication Services

Job Description

Description:

About CSUSB

California State University, San Bernardino is a preeminent center of intellectual and cultural activity in Inland Southern California. Opened in 1965 and set at the foothills of the beautiful San Bernardino Mountains, the university serves more than 20,000 students each year and graduates about 4,000 students annually. CSUSB reflects the dynamic diversity of the region and has the most diverse student population of any university in the Inland Empire. Seventy percent of those who graduate are the first in their families to do so.

At CSUSB, you can:
  • Build your future
  • Work with the best
  • Be your authentic self
  • Focus on you
  • Make a lasting impact
  • Work for a purpose that is greater than your own
  • Bring everything you are, become everything you want


Department Summary

The Technology Support Center (TSC) is the one-stop-shop for support, information, and consultation of all technology-related matters. On a 24/7 basis, the Technology Support Center provides the university with effective, timely, and consistent responses to technology support needs.

The TSC is the issuer of Coyote OneCard, the official CSUSB identification card. We provide students, faculty, and staff assistance and training on-campus resources such as myCoyote, Canvas, campus email systems, Google G Suite, Office 365. We also assist with desktop support and provide access to many campus-licensed software.

Required Application Materials

Candidates are required to attach a letter of application, curricula vitae/resume, and a list of at least three (3) professional references.

Job Summary

Under direct supervision of the Assistant Director of the Technology Support Center, the incumbent will provide consultative support and services to the user community to ensure problem resolution, system/data access, and optimal system performance. The incumbent will assist campus end-users, including faculty, students, and staff, with Tier 1 telephone and email technical support as well as Tier 2 desktop and application support.

The following responsibilities include:
  • Provide telephone or on-site support to campus end-users with access to myCoyote, Canvas, Duo, and other campus resources.
  • Log all calls into the campus ticketing system, Cherwell, for escalation and documentation.
  • Provide desktop support either in-person or by using remote support software to remote into campus end-user's computer on an occasional basis whereby the end-user will authorize the Technology Support Center staff to log into their computer to perform diagnostics and help resolve issues.
  • Assist with walk-in end-users who need help with activating their myCoyote account, connecting to the campus wireless network (Eduroam), software and hardware issues, and other campus resources that end-users need assistance.
  • Assist with keeping the IT Help Article's up to date.
  • Assist with creating, updating, and maintaining documentation of telecommunication infrastructure, workflow, and disaster recovery/business continuity plan.


Employment Status: Full-time, Non-Exempt, temporary position (with the possibility of converting to permanent).

Application Review Deadline: This position will remain open until filled. Applicants will be reviewed beginning June 3, 2022.

Work Schedule
  • Generally, Monday through Friday from 8:00 am - 5:00 pm. Some weekends and evenings may be required.



Key Qualifications
  • A basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite.
  • 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 multimedia systems.
  • Great customer service skills.
  • Ability to manage time and priorities.
  • Reading and comprehending, writing, communicating verbally, reasoning and analyzing.
  • Experience in developing processes to test, evaluate, and recommend the use of computing technologies.


Education and Experience
  • A bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study.

Preferred Qualifications
  • Great customer service skills.
  • Proficiency in hardware and software technologies.
  • Ability to pay attention to details.
  • Ability to troubleshoot technology issues.
  • Patience and well-developed interpersonal relations skills.
  • Previous professional experience working in a higher education environment is highly desired.
  • Previous service desk experience a plus.

Salary

Anticipated Hiring Range: $3,900 - $4,300 monthly

Classification Range: $3,470 - $6,681 per month

Statement of Commitment to Diversity

In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. In our commitment to diversity, we welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. Our commitment to work toward an environment that values diversity requires that we create, promote, and maintain activities and programs which further our understanding of individual and group diversity. We will also develop and communicate policies and promote values which discourage intolerance and discrimination.

The concept and dimensions of diversity are to be advanced and incorporated into every aspect of university activity, including student life, the curriculum, teaching, programs, staffing, personnel training practices, research, community services, events, and all other areas of university endeavor.

Dimensions of diversity shall include, but are not limited to, the following: race, ethnicity, religious belief, sexual orientation, sex, gender identity, gender expression, ability, socioeconomic status, cultural orientation, national origin, and age.

The implementation of the Commitment to Diversity will rest with the university as a whole. The president, in addition to a personal commitment and involvement, may use the University Diversity Committee, campus administrators, faculty, staff, and students as well as other members of the campus community to effectively implement the philosophy and intent of this statement.

Supplemental Information

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: http://hrd.csusb.edu/conflictInterest.html

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