Work Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m., some evening and weekend hours as needed.
First Review Deadline: This position will remain open until filled. Applications will be reviewed beginning December 6, 2018.
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 Tier 1 telephone and email technical support for campus end-users including faculty, students, and staff. Details include assisting users with access to MyCoyote, Blackboard, Exchange 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.
Work closely with the Class Climate (SOTE) team on processing SOTEs quarterly as needed. Assist end-users with their Qualtrics survey needs. Assist in the creation and editing of documentation, user guides, and materials for other support technicians and end-users.
Equivalence of a bachelor's degree in Information Management, Computer Science or a related field
Equivalence of one (1) year of relevant experience
Demonstrated ability in managing time and priorities
Customer-centric approach to service delivery
High level of digital fluency
Excellent oral and written communication skills
Experience in developing processes to test, evaluate, and recommend use of computing technologies
Must have knowledge in the configuration and installation of hardware and software systems.
Applicant must have experience in both Mac & Windows operating systems.
Applicant must have experience in using Microsoft Office software (i.e., Outlook, Word, Excel).
Proficiency in hardware and software technologies.
Proficiency in the Class Climate software to process CSUSB's Student Evaluations of Teaching Effectiveness (SOTE).
Proficiency in the Qualtrics Survey online software.
Demonstrated ability to pay attention to details and to meet deadlines and milestones.
Patience and well-developed interpersonal relations skills.
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: 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)
California State University, San Bernardino offers a challenging and innovative academic environment. The university seeks to provide a supportive and welcoming social and physical setting where students, faculty and staff feel they belong and can excel. The university provides students the opportunity to engage in the life of the campus, interact with others of diverse backgrounds and cultures, as well as participate in activities that encourage growth, curiosity and scholarly fulfillment. Through its branch campus in Palm Desert, the university mission extends to the Coachella Valley.
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