Technical Support Specialist (530408) Jobs

Description

Chancellor's Office Statement

Join our team at the California State University, Office of the Chancellor, and make a difference in providing access to higher education. We are currently seeking experienced candidates for the position of Technical Support Specialist. The CSU Chancellor's Office, located on the waterfront adjacent to the Aquarium of the Pacific in downtown Long Beach, is the headquarters for the nation's largest and most diverse system of higher education. The CSU Chancellor's Office offers a premium benefit package that includes outstanding vacation, health, and dental plans; a fee waiver education program; membership in the California Public Employees Retirement System (PERS); and 15 paid holidays a year.

Salary

The anticipated salary hiring range is up to $5,468 per month, commensurate with qualifications and experience.

The salary range for this classification is $4,678 to $11,547 per month.

Classification

Information Technology Consultant - Career

Position Information

The California State University, Office of the Chancellor, is seeking a Technical Support Specialist to provide the general end user PC and Mac technical support and services, including installation of operating systems, setup of computer hardware and software, troubleshooting workstations and end-user devices, and performing diagnostics and resolution of service requests.

Responsibilities

Under the general direction of the Associate Director, Access Services, the Technical Support Specialist will:

Install, configure, update, and troubleshoot and provide on-site training for current Microsoft/ Apple operating systems, peripherals, and applications used by the Chancellor's Office. The incumbent shall obtain and keep in good order an Apple Certified Support Professional certification and is designated support for Apple-related services requests and incidents. The incumbent is responsible for the management and innovation of Jamf mobile device management, including but not limited to creating a computer deployment/provisioning process, creating technician documentation, management procedures, and training staff in the use of Jamf mobile device manager.

Install, update, maintain and troubleshoot operating systems, system applications, and computer hardware. In addition, assist with the scheduled deployment of system refresh devices to end users.

• Provide advanced network troubleshooting and diagnostics. Support maintenance security system requirements for specialized access. Adhere to security policies with regard to securing data access, delegation controls, and governance.
• Coordinate with other support staff and managers to resolve all support issues.
• Perform diagnostic and testing of software and hardware and initiate repair as needed.
• Record and update all service requests within the service ticketing system.
• Coordinate new hire rollout scheduling and end-user computer system orientations.
• Install, configure, update, and dispose of hardware and software as needed.

Provide support for producing system quotations and performing inventory and license management duties as required.

• Track inventory and maintain a supply of computers and accessories for system replacements, system rollouts, and new hire activities. Provide analysis and reporting of RMA (return merchandise authorization), and break fix. Forecast supply chain lead times and hiring rate trends.

Provide support to Chancellor's Office employees.

• Interface with vendors to ensure the accurate configuration of software and hardware for Chancellor's Office staff, trustees, and guests.
• Prepare written technical documentation for application and hardware. Publish documentation on the department SharePoint site and organization Intranet for end-user consumption.
• Assist IT Support Center in tracking, processing, and resolutions of services and incidents. Adhere to ticketing system policies and procedures.
• Adhere to ITIL best practices for incident and problem management, advises management of such incidents, and assist with resolution.
• Provide virtual and on-site training for Chancellor's Office staff and trustees as needed. Adapt, create, and design training material as required. Particularly deliver formal and informal end-user training and support for Chancellor Office applications.

Provision and support smartphones and tablets.

• Assist with configuring email and a wireless internet connection to these devices.
• Provide support and configuration of smartphones and tablets, migration activities, and coordination of warranty repairs.
• Administrator and maintain mobile device management systems.

Provide coverage for after-hours on-call support when required.

Stay current in the industry standards, including technology changes and security trends and best practices.

Qualifications

This position requires:

• Two years or more of Jamf mobile device management experience preferred.
• A bachelor's degree in Computer Science or a related field or (equivalent combination of education and experience) of two years of progressive desktop support activities.
• Apple Certified Support Professional certification.

Communication & People Skills

• Uses effective communication and listening skills to work with others and problem-solve.
• Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.
• Solid written communication skills are necessary to provide accurate technical documentation.
• Ability to quickly gather information from and disseminate information to the appropriate parties.
• Ability to communicate effectively with various users.
• Supports an environment that motivates others and builds morale.
• Ability to work collaboratively with CSU personnel and consultants.
• Ability to present technical information at training classes.

Analytical Skills

• Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.
• Develops practical and thorough solutions to address all aspects of identified problems.
• Ability to assist in trend analysis and forecasting.
• Ability to independently apply technical judgment to standard applications and systems.
• Identifies problems and uses appropriate sources to research technical problems.

Project Management Skills

• Ability to track information accurately.
• Ability to track and document information between multiple parties.
• Ability to work independently with little supervision.
• Effective communication with non-technical staff.
• Ability to schedule and prioritize to meet deadlines.
• Experience in coordinating resource requirements.
• Diligence and solid organizational skills are necessary.

Technical Skills

• Proficiency in Microsoft Office Productivity Suite {Word, Excel, PowerPoint, Outlook, Visio, Project}.
• Exposure to Macintosh OS and Microsoft Windows 10/11 operating system.

Application Period

Priority consideration will be given to candidates who apply by August 10, 2023. Applications will be accepted until the job posting is removed.

How To Apply

Please click "Apply Now" to complete the California State University, Chancellor's Office online employment application.

Equal Employment Opportunity

The university is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager at (562) 951-4070.

Title IX

Please view the Notice of Non-Discrimination on the Basis of Gender or Sex and Contact Information for Title IX Coordinator at: https://www2.calstate.edu/titleix

E-Verify

This position requires new hire employment verification to be processed through the E-Verify program administered by the Department of Homeland Security, U.S. Citizenship and Immigration Services (DHSUSCIS)' in partnership with the Social Security Administration (SSA).

If hired, you will be required to furnish proof that you are legally authorized to work in the United States.

COVID19 Vaccination Policy

Per the CSU COVID-19 Vaccination Policy, it is strongly recommended that all Chancellor’s Office employees who are accessing office and campus facilities follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications.

CSU Out of State Employment Policy

California State University, Office of the Chancellor, 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, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

Background

The Chancellor's Office policy requires that the selected candidate successfully complete a full background check (including a criminal records check) prior to assuming this position.