Salary and Benefits PLEASE NOTE: The starting salary placement depends on qualifications and experience and is anticipated to be in the range of $5,800.00 per month to $6,700.00 per month.
Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver.
For more information on the benefits program, please visit our benefits website. The CSU Total Compensation Calculator demonstrates the significance of our benefits package.
Classification Information Technology Consultant, Career
About Cal State East Bay Cal State East Bay's beautiful main campus is located in the Hayward hills with panoramic views of the San Francisco Bay shoreline. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.
About the Position The Information Technology Services (ITS) Service Desk is the central point of contact for users of Cal State East Bay's technology services. They are the liaison between end users and service providers. The team is composed of a tiered support structure providing help by phone, chat, remote, email, and walk-in to our staff tech lounge. Following industry best practices in service management, this position requires knowledge of computers and technology as well as excellent customer service skills striving towards creating a positive culture within the campus community. The Deployment and Logistics Specialist provides support for troubleshooting technology issues including software, hardware, and networking. This position is also responsible for overseeing IT’s software portfolio, specifically managing the procurement and renewal lifecycle of licenses, services and software, such as monitoring licenses used in labs, classrooms, and desktops. This role consults directly with the entire campus community and guests, exhibiting a high level of communication and customer service competency.
Responsibilities Service Desk Production Support:
- Adhere to the Incident Management process and perform duties when needed.
- Monitor various assignment groups in the ticketing system and assign and communicate the urgency of tickets.
- Thoroughly document incidents and work notes and manage escalations for a timely resolution to requests and technical problems.
- Provide responsive support for production issues and outages, helping ensure minimal downtime and loss of productivity and service; focused on campus administration related tickets from the Service Desk queue for IT support.
- Assist various IT and administration departments where technical support is needed, including but not limited to registration, admissions, facilities, IT, UPD and Finance, etc.
- Assist in physically installing, moving and / or removing computer equipment and peripherals.
- Prepare, configure, and deploy ITS assets.
- Best effort support of various non-University affiliated devices.
Support Technical Partners:
- Assist Technical Partners in providing technical support to their respected colleges and departments.
- Serve as a delegated point of contact for a college or department during a Technical Partners absence.
- Communicate customer requirements and or requests that arise during Technical Partners absence.
Support Asset Management:
- Assist in processing technology requests and purchases to ensure their compliance in licensing, security and accessibility.
- Ensure compliance with University standards for purchasing hardware and software.
- Act as the department’s software librarian:
- Organize and manage software license keys and Installation files in a common IT database or repository.
- Coordinate and assist in the renewal of software licenses and coordinate with other staff to ensure software contracts, terms and funding are up-to-date and renewed on time to prevent loss of service.
- Assist in the proper and timely payment of software invoices from purchase orders.
- Assist in establishing knowledge base articles, configuration and installation guides, and user manuals for proper use and installation of software.
Continual Service Improvement, Project Participation, Professional Development:
- Participate in project or campus groups and attend required meetings.
- Provide status reports as requested.
Other Duties as Assigned:
- Provide support for IT in special projects and events as required.
- Actively participate in and contribute to the implementation of projects as an integral member of the IT team.
- Offering assistance to various IT and college departments in areas requiring technical support, such as labs, classrooms, and faculty offices. This may involve troubleshooting, and resolving technical issues.
Minimum Qualifications - A basic foundation of knowledge and skills in technical information systems and application program packages.
- 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 multimedia systems.
Required Qualifications - A Bachelor’s degree or equivalent combination of education and experience in computer science, information systems, educational technology, communications or related fields, or similar certified coursework in applicable fields of study.
- Strong and demonstrated skills in computer technology, including software and hardware troubleshooting, installation, and maintenance.
- Demonstrated proficiency in any of the following: operating systems (Windows and MacOS), Microsoft 365, Adobe suite, MS Active Directory, endpoint network configuration and connectivity.
- Excellent core customer service skills that include conflict resolution, listening, attention to detail, ending in customer satisfaction.
- Excellent ability to communicate which include written, verbal, and listening skills, working with a diverse customer base.
- Excellent interpersonal and communication skills working with faculty, staff, students, and guests.
- Ability to consult at different levels of technical abilities when consulting, training, or troubleshooting.
- Ability to organize and plan tasks and activities with multiple priorities.
- Demonstrated ability to effectively interpret, organize and present information and ideas in written or presentation form.
Preferred Skills and Knowledge - Experience with service management ticketing software.
- Ability to document accurate and timely details of events on tickets.
- Good understanding of IT practices such as incident management, request fulfillment, change control, and knowledge management.
- Proficiency in device and application security configurations and deployments, and general best practices.
- Understanding of software licensing models both traditional and web-based (or “as a service” platforms).
- Excellent multi-tasking skills.
- Aptitude to learn new technology and ability to recommend new or updated solutions to IT services.
- Self-driven, motivated, proactive.
Condition(s) of Employment Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment. Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.
All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.
EEO Statement As an Equal Opportunity Employer, Cal State East Bay does not discriminate on the basis of any protected categories: age, ancestry, citizenship, color, disability, gender, immigration status, marital status, national origin, race, religion, sexual orientation, or veteran's status. The University is committed to the principles of diversity in employment and to creating a stimulating learning environment for its diverse student body.
Other Information All California State University campuses, including Cal State East Bay, are smoke and tobacco-free. For more information, please visit our website here.
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, the Cal State East Bay Annual Campus Security Report is available here.
Sponsorship Cal State East Bay is not a sponsoring agency for Staff or Management positions and we are not an E-Verify employer.
Mandated Reporter The incumbent in this position may be considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and will be required to comply with requirements set forth in the CSU Executive Order 1083 as a condition of employment.
Advertised: Oct 08 2024 Pacific Daylight Time
Applications close: Feb 10 2025 Pacific Standard Time
Closing Date/Time:
