Cal Poly, San Luis Obispo
Technical Support Specialist
Department: ANTS Support Operations & Serv (126100)
College/Division: Administration and Finance
Salary Range: $4,372 - 10,173 per month Anticipated hiring rage: $4,372 - $5,500 per month
Position Description:
The Administration and Finance Division (AFD) is a planning and service division aiding all of the colleges, divisions, and units of the University in furthering the goals of the academic mission of the University for the students, faculty, staff, and the people of the State of California. AFD Network and Technology Services (ANTS) provides direct technology support for workstations, local area networks, and applications used in the division by approximately 350 employees.
Under general supervision the incumbent will provide user and desktop and application support to AFD. This position will be focused on providing a positive customer service experience through active desktop support. This position also provides customer support on supported applications and associated hardware.
Responsibilities include:
Under general supervision the incumbent will provide user and desktop and application support to AFD. This position will be focused on providing a positive customer service experience through active desktop support. This position also provides customer support on supported applications and associated hardware.
Responsibilities include:
- Provide superior customer service to all departments within AFD
- Provide deep-level analysis of workstation support issues
- Provide consultation on hardware and software solutions
- Collaborate with campus technical teams to triage issues and provide proactive technical support
- Develop and deliver training to new and existing employees on supported software
- Translate functional needs into technical solutions
- Maintain internal documentation on supported systems
Minimum Qualifications (Staff Only):
Equivalent to graduation from a four-year college or university. Three years of technical or administrative experience. A graduate degree in a related field may be substituted for one year of the required experience. (Additional qualifying experience may be substituted for up to two years of required education on a year-for-year basis).
Required Qualifications:
- Demonstrated customer service experience requiring a high level of diplomacy and professionalism, and resulting in the building of positive customer experience.
- Demonstrated expertise with Windows, Mac and iOS operating systems
- Demonstrated knowledge of providing deep desktop, software, and hardware support in an enterprise environment.
- Demonstrated ability to research technical problems, develop solutions following standards, creating documentation and providing training to others on the resolution.
- Excellent computer skills and proficiency with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
- Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in and outside the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
- Excellent communication skills; ability to effectively communicate technical information in a clear and understandable manner, both verbally and in writing to technical and non-technical people.
- Ability to interpret, communicate and apply policies and procedures.
- Demonstrated ability to maintain a high degree of confidentiality.
- Ability to apply campus information security policy and standards to develop specific security requirements. Ability to apply security models and frameworks to ensure appropriate security is maintained.
- Excellent organizational, project management and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
Preferred Qualifications:
- Working knowledge of scripting (Batch and PowerShell)
- Working knowledge of Lean process improvement.
- Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.
Special Conditions:
***THIS POSITION IS OPEN UNTIL FILLED***
Must be willing to travel and attend training programs off-site for occasional professional development.
Must be able to work occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.
Retired CalPERS members selected for this vacancy must request and be approved for reinstatement from retirement prior to the start date. Employment of retired CalPERS members will typically be for 90 days or less and must be for work requiring specialized skills or for a bona fide emergency to prevent stoppage of business.
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 Executive Order 1083 requirements set forth in CSU Executive Order 1083 Revised July 21, 2017 as a condition of employment.
This position classification has been defined as exempt and is not subject to overtime provisions of the Fair Labor Standards Act (FLSA).
Following a conditional offer of employment, a background check (including a criminal records check) must be completed satisfactorily before any candidate may start work with Cal Poly, San Luis Obispo. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment.
Note: Cal Poly cannot deny an applicant a position solely or in part due to a criminal conviction history until it has performed an individualized assessment and linked the relevant conviction history with specific job duties in the position being sought.
For health and wellbeing, Cal Poly is a smoke & tobacco-free campus. The university is committed to promoting a healthy environment for all members of our community.
Must be willing to travel and attend training programs off-site for occasional professional development.
Must be able to work occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.
Retired CalPERS members selected for this vacancy must request and be approved for reinstatement from retirement prior to the start date. Employment of retired CalPERS members will typically be for 90 days or less and must be for work requiring specialized skills or for a bona fide emergency to prevent stoppage of business.
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 Executive Order 1083 requirements set forth in CSU Executive Order 1083 Revised July 21, 2017 as a condition of employment.
This position classification has been defined as exempt and is not subject to overtime provisions of the Fair Labor Standards Act (FLSA).
Following a conditional offer of employment, a background check (including a criminal records check) must be completed satisfactorily before any candidate may start work with Cal Poly, San Luis Obispo. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment.
Note: Cal Poly cannot deny an applicant a position solely or in part due to a criminal conviction history until it has performed an individualized assessment and linked the relevant conviction history with specific job duties in the position being sought.
For health and wellbeing, Cal Poly is a smoke & tobacco-free campus. The university is committed to promoting a healthy environment for all members of our community.
Review Begin Date:
Requisition Number: 104912
To Apply: All applicants must apply online at: https://www.calpolyjobs.org.
About Us
Cal Poly is a nationally ranked, four-year, comprehensive public university. Founded in 1901, the 6,000-acre campus is nestled in the foothills of San Luis Obispo, along California's scenic central coast and midway between Los Angeles and San Francisco. With a budget of $168.5 million, the university has a student enrollment exceeding 17,000 students and employs more than 2,000 faculty and staff members. Cal Poly is part of the 23-campus California State University system.
At California Polytechnic State University, San Luis Obispo, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.
Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. California Polytechnic State University is an affirmative action/equal opportunity employer.
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