Job No. 544120 Information Technology Consultant - Foundation or Career level

California State University (CSU) Bakersfield
Bakersfield, California 93311 United States  View Map
Posted: Nov 09, 2024
  • Information Technology and Communication Services
  • Job Description

    CLASSIFICATION TITLE: Information Technology Consultant - Foundation or Career

    UNION CODE: R09

    TEMPORARY END DATE: This position is temporary and ends on or before September 30, 2025. Any continuation beyond September 30, 2025 is contingent upon satisfactory performance and available funding.

    FT/PT: Full-time

    PAY PLAN: 12-month

    WORKPLACE TYPE: On-site (work in-person at business location)

    ANTICIPATED HIRING RANGE:
    • Foundation Level: $4,500 - $5,250
    • Career Level: $5,500 - $6,400
    • However, offer amount will be commensurate with candidate’s experience, education, skills, and training.

    CSU CLASSIFICATION SALARY RANGE:
    • Foundation Level: $4,094 - $7,881
    • Career Level: $5,158 - $12,730

    PAY BASIS: Monthly

    BENEFITS: CSUB offers a best-in-class benefit package for eligible employees that includes an array of medical plans, choice of dental plans, vision coverage, retirement participation in CalPERS, CSU tuition waiver, up to 24 vacation days per year, sick leave with unlimited accrual, 14 paid holidays per year and more! See our benefits website for additional information.

    CANDIDATES ELIGIBLE TO APPLY: Open to all qualified applicants

    SPECIAL INSTRUCTIONS TO APPLICANT:
    • FOR PRIORITY CONSIDERATION, applications must be received by December 1, 2024 ; however, the position will remain open until filled.
    • The skill level that the successful applicant(s) will be placed in is dependent on the qualifications of the finalist(s).

    POSITION PURPOSE: Within Information Technology Services (ITS), the Support Services team provides technical support to students, faculty, and staff while furthering the mission of the University. The group is responsible for both first tier and second tier support for an array of applications and equipment at the University.

    The Information Technology Consultant, under the direct to general supervision of the Support Services Manager, is responsible for supporting the Information Technology (IT) needs of the campus. Responsibilities include but are not limited to administration of technical services which are both client facing and internal support services, ensuring the service center provides best in class customer experience, and providing consultation to campus Academic, Business, and Operational groups. Examples of services supported include but are not limited to workflow automation, lifecycle management, and direct desktop hardware and software support.

    DUTIES & RESPONSIBILITIES:

    Application Administration
    Ensure support tickets are in place for the work performed. Ensure support tickets are completed in a timely manner, based on time commitments. Maintain and support or administer various systems on campus (e.g., SCCM, ServiceNow, MDM, ePO, Papercut, etc.). Use applications to deploy software, updates, patches to end user machines across campus. Troubleshoot, diagnose, and solve basic to moderate complexity system support issues (e.g., ServiceNow, MDM, ePO, Papercut, etc). Create and edit workflows in the ITSM system. Administer specialized modules in the ITSM system. Create and recommend Knowledge Base articles which include triage steps, escalation points and escalation requirements. Provide input for or recommend Service Level Agreements and Key Performance Indicators inclusive of monitoring and reporting via the current ITSM tool. Provide input for or recommend regular system and/or process improvements to ITS management.
    Tier 2 Technical Support
    Ensure support tickets are completed in a timely manner, based on Service Level Agreements. Troubleshoot, diagnose, and solve a variety of PC and Mac application and hardware issues. Install a wide array of equipment that includes Windows and Mac computers, printers, and monitors. Install and test applications and operating systems that further the pursuit of the academic mission of the campus. Assist the service center when necessary to maintain service level (phone support, walkup customer support, escalations etc).
    Project Work
    Provide input on or recommend design and implementation of various IT based projects. Research new systems and share findings with leadership and team. Ensure IT project timelines are met. Assist with implementation of new systems.
    REQUIRED QUALIFICATIONS:

    EDUCATION & EXPERIENCE -

    Foundation Level - Bachelor’s degree in computer science, information systems, educational technology, communications, or related field with relevant training. Additional qualifying experience may be substituted for the required education on a year-for- year basis.

    Career level - Bachelor’s degree in computer science, information systems, educational technology, communications, or related field with relevant training. Additional qualifying experience may be substituted for the required education on a year-for- year basis. Minimum of two (2) years (within 3 years) of full-time equivalent experience in desktop support, call center support, application administration, or other technology related customer service setting, preferably within an academic setting.

    LICENSES - Possession of a valid driver’s license or the ability to obtain by date of hire.

    SKILLS, KNOWLEDGE & ABILITIES (SKA’s) -
    • Regular and reliable attendance is required.
    • Demonstrated knowledge of ITIL or ITSM principles.
    • Knowledge and use of support ticketing systems (e.g., Remedy, ServiceNow).
    • Ability to troubleshoot, diagnose, and complete hardware repairs for Windows, Mac, and iOS devices.
    • Ability to troubleshoot, diagnose, and complete software Incident and Problem issues.
    • Ability to setup, install, and maintain application service offerings like (Office 365, Papercut, ServiceNow, McAfee, etc.)
    • Ability to work with vendors in support of hardware warranty administration and support.
    • Knowledge and use of Microsoft Server OS.
    • Ability to apply consultative skills to assess user needs and provide appropriate support.
    • Knowledge of information technology systems and/or applications, including campuswide systems and multimedia environments, access procedures, networks, and/or databases.
    • Ability to integrate multiple applications and/or systems.
    • Proficiency using standard software packages.
    • Ability to analyze data requirements and research data availability and access methods.
    • Knowledge of data administration principles and techniques.
    • Knowledge of network administration.
    • Ability to coordinate and implement data exchanges and conversions.
    • Knowledge of training theory and practices demonstrated by an ability to develop and deliver technical training and user documentation.
    • Demonstrated interpersonal and communication skills in working with users to interpret needs and provide appropriate solutions.
    • Knowledge of statistical and/or research databases.
    • Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
    • Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
    • Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in 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 information in a clear and understandable manner.
    • Thorough knowledge of English grammar, spelling, and punctuation.
    • Ability to interpret, communicate and apply policies and procedures.
    • Demonstrated ability to maintain a high degree of confidentiality.
    • Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
    • Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
    • Working knowledge of or ability to quickly learn University infrastructure, policies, and procedures.
    • Must be willing to travel and attend training programs off-site for occasional professional development.
    • Must be able to work overtime (Foundation level), occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.

    PREFERRED QUALIFICATIONS:
    • Master’s degree in computer science, information systems, educational technology, communications, or related field.
    • Three (3) years of experience supporting large scale, multi-OS, desktop environments.
    • Experience supporting applications - user, security, workflow, integration with other systems.
    • Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.

    PHYSICAL DEMANDS: LIGHT WORK - involves mainly sitting, up to 25% standing or walking; lifting medium weight objects limited to 25 pounds.

    ENVIRONMENTAL FACTORS: Drives motorized equipment (electric cart).

    SPECIAL CONDITIONS:

    SCREENING: Only those applicants possessing experience most directly related to the immediate needs of the office will be invited to appear before a Qualifications Appraisal Board for the purpose of appraising training, experience, and interest in the position.

    CALIFORNIA STATE UNIVERSITY EMPLOYEES UNION: It shall be the policy of the CSU in filling vacant CSUEU bargaining Units 2, 5, 7 & 9 positions to fill such vacancies from among qualified individuals currently employed on-campus except when it is determined that it is necessary to appoint outside applicants to meet campus workforce diversity goals or to provide specialized skills and abilities that are not available from current employees.

    BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

    SENSITIVE POSITION: Sensitive positions are designated by the CSU as requiring heightened scrutiny of individuals holding the position, based on potential for harm to children, concerns for the safety and security of the people, animals, or property, or heightened risk of financial loss to the CSU or individuals in the university community.

    MANDATED REPORTER: Limited: The person holding this position is considered a limited 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, revised July 21, 2017.

    GENERAL INFORMATION: It is the policy of California State University, Bakersfield to hire only United States citizens and aliens lawfully authorized to work in the United States. All new employees will be required to present documentation verifying their right to accept employment. You will also be requested to present a social security card at the time of initial appointment in compliance with state payroll regulations. State regulations require that every state employee sign the Oath of Allegiance prior to commencing the duties of his/her State employment, except legally employed non-citizens. These individuals are required to sign the Declaration of Permission to Work.

    EEO STATEMENT: California State University, Bakersfield is committed to Equal Employment Opportunity. Applicants will be considered without regard to gender, race, age, color, religion, national origin, sexual orientation, genetic information, marital status, disability or covered veteran status.

    Advertised: Nov 08 2024 Pacific Standard Time
    Applications close:

    Closing Date/Time:
  • ABOUT THE COMPANY

    • California State University (CSU) Bakersfield
    • California State University (CSU) Bakersfield

    OVERVIEW
    Located in the southern San Joaquin Valley, California State University, Bakersfield is home to the Roadrunners — moving forward at lightning speed and championing intellectual progress. CSUB continuously rises in national rankings for its economic value and commitment to student success. Its students are brilliant and increasingly diverse — with the majority of graduates remaining in the Valley to solve our region’s complex challenges.

     

    FAST FACTS

    • CSUB opened in 1970 as the 19th member of the 23-campus California State University System.
    • The only public university within approximately 90 miles, it enrolls over 11,000 students and has graduated nearly 60,000 alumni.
    • The university offers 38 undergraduate degree programs, 16 master’s degree programs and a doctoral program in educational leadership.
    • It is fully accredited by the Western Association of Schools and Colleges, Senior College and University Commission.
    • The university is a designated Hispanic Serving Institution, with over 60% of students identifying as Hispanic or Latinx.
    • CSUB houses four academic schools: The School of Arts and Humanities, the School of Business and Public Administration, the School of Natural Sciences, Mathematics and Engineering, and the School of Social Sciences and Education.
    • The university offers degree programs at a satellite campus approximately 90 miles south of the main campus in Antelope Valley.
    • Sixteen athletic teams compete in NCAA Division I.

     

    CORE VALUES

    • Developing the intellectual and personal potential of every student
    • Supporting the intellectual and professional development of all faculty and staff
    • Nurturing a collegial campus environment that values innovation, learning and the pluralism of persons and ideas
    • Collaborating with one another with respect, trustworthiness, ethical behavior, and self-reflection
    • Promoting active and informed engagement in shared governance of students, faculty, and staff
    • Engaging with alumni and the community to achieve the vision, mission, and goals of the university
    • Contributing to the growth and well-being of the region

     

    ABOUT THE REGION

    One of the most affordable regions in California, Bakersfield is located in the southern San Joaquin Valley in Kern County. With nearly 400,000 residents, Bakersfield is California's ninth most populous city. The CSUB campus is easily accessible from all of California's major cities and points of interest. Day trips to Los Angeles, San Francisco, the beach and many of the region's state and national parks provide endless opportunities for entertainment and recreation.

     

    Nicknamed "The Golden Empire," Kern County is renowned for its scenic beauty and outdoor adventure. Situated alongside the Kern River Valley, the Southern Sierra Nevada Mountains and at the base of Sequoia National Park, Kern County boasts unrivaled access to rafting, hiking, fishing, and camping.

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