IT Help Desk Consultant California State University Maritime Academy
Job Bulletin Number: 103167 Classification: Information Technology Consultant, Career level Full/Part-time: Full-time Employment Type: Probationary/Permanent Bargaining Unit: CSUEU, Unit 9 Pay Plan: 12 month Salary Range: $4,372 - $10,478 per month. Hiring range is $4,372 - $5,650 per month commensurate with education and experience. Benefits: Premium benefit package includes outstanding health, dental and vision plans; life and disability insurances; pension (CalPERS); tuition fee waiver; and 14 paid holidays per year. See our benefits website for additional information. Department: Information Technology Pre-Employment Conditions: Background Closing Date: Open until filled. A review of applications will begin Monday, January 7 and the review period may end at any time thereafter.
ABOUT THE CALIFORNIA STATE UNIVERSITY MARITIME ACADEMY: Established in 1929, California State University Maritime Academy, a campus of the California State University, is the only degree-granting maritime academy on the West Coast. Located on a scenic waterfront site in Vallejo, the campus serves a student population of approximately 1100 undergraduates and 50 graduate students. The campus currently offers undergraduate degrees in Mechanical Engineering, Facilities Engineering Technology, Marine Engineering Technology, Marine Transportation, Global and Maritime Studies, and Business Administration. A master's degree in Transportation and Engineering Management is offered as well as a number of extended learning programs and courses.
Position Summary: Under the general supervision of the Director of Computing Services and ISO, and the direction of the Help Desk lead, the incumbent provides technology support to Cal Maritime's faculty, staff, and students. The incumbent provides first-level consulting support for customers through walk-in, email, phone, remote control, and on-site visits, and coordinates with other IT areas to resolve technology issues.
MAJOR RESPONSIBILITIES: User support services for day-to-day operations of help desk:
Provide walk-in, telephone, email, remote control, and on-site support to faculty, staff, and students for information technology problem resolution, questions, and advice
Assist users with application or software packages and their features, including training as needed
Assess needs and advise customers in selection of available software, hardware, and other components necessary for a complete technology solution
Provide IT support onboard the Training Ship Golden Bear during cruises, as needed
Assist in maintaining computer labs and refresh during the summer cycle
Assist with support for cell and VoIP telephones Setup and configuration
Provide set-up, configuration, installation, and support for new computers and devices for customers
Install, configure, and modify applications and related systems
Coordinate hand-off of tickets to other IT staff (systems, network, PeopleSoft, information security, etc.) when needed
Create, update, and maintain images for Windows and Apple computers
Install and configure standard operating and network systems software interfaces Documentation
Conduct periodic user satisfaction surveys
Develop written procedures for new software/application implementation
Report on projects and progress to help desk lead
Document frequently occurring issues in the knowledge base Asset Management
Assist with reuse of returned computers for spares, or prepare for e-waste disposal
Organize and maintain orderly work environment, label equipment to be used as spares or e-waste, keep equipment grouped by categories
Assist with inventory of campus computers and devices; prepare reports for annual refresh cycle Professional development
Develop and maintain expertise with hardware and software supported by Cal Maritime
Attend training for new products and applications; keep current on new technologies
Assist with the administration of the campus ID card and access control system for ID card/port pass generation
Manage endpoints using endpoint management tools e.g., JAMF and Kaseya
Audio Visual Support:
Provide audio-visual support to connect projectors, TVs, and computers using VGA, display port, HDMI and other adapters
Provide support for sounds boards and their connections and interfaces to projectors
Assist with transmitter/receiver connections for cat5/6 interfaces
Bachelor's degree (or equivalent) required with at least three to four years of directly related experience
Work experience in support of computers and peripherals in help desk environment
Knowledge of desktop and mobile operating systems e.g., o Microsoft Windows o MacOS o iOS
Knowledge of desktop applications, related hardware, and workstation management tools, e.g., o Microsoft Office Suite o Desktop security products o Anti-virus solutions o Active Directory
Knowledge of current technological trends and developments
Experience with computers and peripherals and the interrelationship to network infrastructure, systems administration, administrative applications, and information security
Ability to develop and document guidelines for technical and end-user staff
Excellent analytical, troubleshooting, and problem-solving skills
Excellent interpersonal and communication skills
Excellent organizational skills and ability to manage numerous concurrent projects
Team approach to projects, including the ability to work with internal IT staff, vendors and other external partners
Ability to multi-task and use independent judgment
Strong customer-service experience
Experience working in higher education or similar complex organizational environment
Knowledge of work management solutions, such as ticketing solutions
Working knowledge of academic software packages such as SPSS, Minitab, MATLAB, ArcGIS/ESRI
Project Management experience
ITIL Foundation Certification, Microsoft certification(s), Project Management Certification a plus
Knowledge of providing audio-visual support including projectors, TVs, sound systems, adapters
PHYSICAL, MENTAL and ENVIRONMENTAL CONDITIONS:
MEDIUM WORK - up to 40% of the activities involve sitting, standing, squatting, kneeling or walking; involves lifting heavy weight objects limited to 50 pounds; may involve pushing and pulling objects within the weight limits.
Drives motorized equipment HOURS of WORK/TRAVEL: The incumbent may be required to provide IT support for up to two months on the annual training cruise aboard the Training Ship Golden Bear. Incumbent will be subject to an annual cruise physical and drug screening prior to participation. The incumbent must also have or be able to obtain, a U.S. Passport to participate in the training cruise.
BACKGROUND CHECK: A background check must be satisfactorily completed 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.
ELIGIBILITY TO WORK: Applicants must provide proof of U.S. citizenship or authorization to work in the United States within three days of the date of hire.
Equal Opportunity Employer/Minorities/Females/Veterans/Individuals with a Disability
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Located in Vallejo, California, The California Maritime Academy (Cal Maritime) is a unique and specialized campus of the 23-campus California State University (CSU) system. We are one of only seven degree-granting maritime academies in the United States ? and the only one on the West Coast.