Cal Poly, San Luis Obispo
Field Service Specialist - Foundation/Career
Department: ITS - Customer & Tech Support (134900)
College/Division: Academic Affairs
Salary Range: Position classification level will be determined by experience and background.
Position Description:
***THIS POSITION IS OPEN UNTIL FILLED***
Cal Poly offers an exciting opportunity to be a part of our unique "learn by doing" campus community and make an impact on the more than 20,000 students it serves. Nestled in the foothills of California's Central Coast, Cal Poly provides employees with first-class benefits and a fun, creative environment where a healthy work-life balance is deeply valued.
Information Technology Services (ITS) makes it easier for students, faculty, and staff to learn, research, teach, and work by providing great service and innovative information technology solutions. Our team of more than 100 professionals works in a highly collaborative environment, using agile methods and lean principles to shape the technology landscape of Cal Poly. As part of our vibrant campus culture, members of ITS work with talented Cal Poly employees and students to take on impactful, cutting-edge projects and provide day-to-day support to our customers. ITS values professional development and provides individual and organization-wide education and training opportunities for our employees.
We are looking for a Field Service Specialist to deliver exceptional customer service and support to enhance the use and access of technology and information systems. Field Service Specialists collaborate with fellow technical staff in ITS and across campus, using enterprise tools and processes for imaging, setting up, troubleshooting and patching of computers and mobile devices. Duties include user consultation and support, site administration, documentation, and training.
Foundation level:
The foundation level meets the entry qualifications as defined by the individual classification. The incumbent may be inexperienced or have limited experience in the specific technical field, but usually possesses the general education, training, license or certification pertinent to the body of knowledge encompassed by the technical specialty. Typically, the incumbent works under direct supervision and is able to demonstrate a basic understanding of the standard principles and terminology associated with the technical specialty, address common problems of limited scope, and demonstrate work-ready communication skills.
Career level:
The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.
Cal Poly offers an exciting opportunity to be a part of our unique "learn by doing" campus community and make an impact on the more than 20,000 students it serves. Nestled in the foothills of California's Central Coast, Cal Poly provides employees with first-class benefits and a fun, creative environment where a healthy work-life balance is deeply valued.
Information Technology Services (ITS) makes it easier for students, faculty, and staff to learn, research, teach, and work by providing great service and innovative information technology solutions. Our team of more than 100 professionals works in a highly collaborative environment, using agile methods and lean principles to shape the technology landscape of Cal Poly. As part of our vibrant campus culture, members of ITS work with talented Cal Poly employees and students to take on impactful, cutting-edge projects and provide day-to-day support to our customers. ITS values professional development and provides individual and organization-wide education and training opportunities for our employees.
We are looking for a Field Service Specialist to deliver exceptional customer service and support to enhance the use and access of technology and information systems. Field Service Specialists collaborate with fellow technical staff in ITS and across campus, using enterprise tools and processes for imaging, setting up, troubleshooting and patching of computers and mobile devices. Duties include user consultation and support, site administration, documentation, and training.
Foundation level:
The foundation level meets the entry qualifications as defined by the individual classification. The incumbent may be inexperienced or have limited experience in the specific technical field, but usually possesses the general education, training, license or certification pertinent to the body of knowledge encompassed by the technical specialty. Typically, the incumbent works under direct supervision and is able to demonstrate a basic understanding of the standard principles and terminology associated with the technical specialty, address common problems of limited scope, and demonstrate work-ready communication skills.
Career level:
The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.
Minimum Qualifications (Staff Only):
Bachelor's Degree and two years of relevant experience (additional qualifying experience may be substituted for up to two years of required education on a year-for-year basis)
Required Qualifications:
- Working knowledge of web applications and sites.
- Working knowledge of common software, application packages, and operating systems. Ability to learn tools for performance monitoring and issues tracking.
- Working knowledge of media equipment and systems.
- Demonstrated ability to translate technological solutions into terms understandable by a variety of users; demonstrated ability to work with technical and non-technical staff to identify user requirements and translate them into technology-based solutions.
- Ability to use creative problem-solving skills and apply effective technical solutions.
- 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 verbal and written communication skills, including the ability to prepare and deliver formal and informal documentation, presentations, and training to a variety of end users.
- Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
- Ability to foster and maintain positive and professional working relationships; ability to effectively handle interpersonal interactions at all levels and respond appropriately to conflicts and problems.
- Ability to lead work direction and train others.
- Interest and ability to maintain and enhance technical currency.
- General knowledge of requirements for accessibility and other regulatory compliance.
ADD'L REQUIRED QUALIFICATIONS FOR FOUNDATION LEVEL:
- Ability to provide a quality customer service experience requiring a high level of diplomacy and professionalism.
- Knowledge of tools for performance monitoring, issues tracking, and other office automation or collaboration tools.
- Working knowledge in desktop support and demonstrated ability to apply it effectively.
- Working knowledge of Windows, Mac and iOS operating systems.
- Ability to research and evaluate new technologies and software to meet user needs.
- Ability to use creative problem-solving skills and apply effective technical solutions.
ADD'L REQUIRED QUALIFICATIONS FOR CAREER LEVEL:
- Demonstrated customer service experience requiring a high level of diplomacy and professionalism.
- Working knowledge of tools for performance monitoring, issues tracking, and other office automation or collaboration tools.
- Comprehensive knowledge in desktop support and demonstrated ability to apply it effectively.
- Demonstrated experience with Windows, Mac and iOS operating systems.
- Demonstrated ability to research and evaluate new technologies and software to meet user needs.
Preferred Qualifications:
- Degree in computer science or related field.
- Working knowledge of remote desktop support tools.
- Working knowledge of Office 365 tools and interfaces.
- Knowledge of Information Technology Service Management (ITSM) practices and frameworks and Lean management practices.
ADD'L PREFERRED REQUIRED QUALIFICATIONS FOR FOUNDATION LEVEL:
- Knowledge of data and file structures, database systems and utilities, operating systems, and communication interface programs.
- Knowledge of media equipment and systems.
- Knowledge of Active Directory.
ADD'L PREFERRED REQUIRED QUALIFICATIONS FOR CAREER LEVEL:
- Working knowledge of data and file structures, database systems and utilities, operating systems, and communication interface programs.
- Working knowledge of media equipment and systems.
- Working knowledge of Active Directory.
Special Conditions:
***THIS POSITION IS OPEN UNTIL FILLED***
Foundation/Career level:
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.
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.
Please note: Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive. Sensitive positions are those requiring heightened scrutiny of individuals holding the position based on potential for harm to children, concerns for the safety and security of people, animals, or property, or heightened risk of financial loss to Cal Poly or individuals in the university community.
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.
Foundation/Career level:
- Must be able to safely move equipment up to 50 lbs, with or without assistance.
- Must be able to successfully pass a pre-employment background/fingerprint check.
- Valid driver's license and ability to safely drive a state vehicle.
- This position classification has been defined as exempt and is not subject to the overtime provisions of the Fair Labor Standards Act (FLSA).
- Must be able to adjust working hours to meet special jobs. Must be able to work overtime or holidays on an as-needed basis.
- May be called back periodically to perform work as needed on an emergency basis.
- Must be willing to travel and attend training programs or meetings off-site.
- 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.
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.
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.
Please note: Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive. Sensitive positions are those requiring heightened scrutiny of individuals holding the position based on potential for harm to children, concerns for the safety and security of people, animals, or property, or heightened risk of financial loss to Cal Poly or individuals in the university community.
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: 104736
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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