Job Summary

The purpose of this position is to provide Tier 1 and Tier 2 technical assistance to the campus community for university-wide IT systems and to ensure successful resolution of customer service incidents. This position also provides guidance, leadership, and training to student workers.

Key Responsibilities

• Independently provide technical assistance for university-wide IT services provided to the campus community: Technical assistance is provided efficiently and effectively via telephone, in person, or utilizing electronic means such as email.
• Collaborate with IT service owners for service operations and service transition: Works closely with the various University service owners to support customer needs.
• Communicate clearly and effectively, with technical and non-technical individuals within a culturally diverse campus environment. Maintain a professional demeanor. Maintain IT professional standards of anonymity for data that resides on campus servers and computer systems. Maintain confidentiality of all information. Attend and participate in departmental and team meetings. Perform other duties as assigned to meet the needs and objectives of the department and/or division.

Knowledge Skills and Abilities

Excellent organizational skills, problem solving and conflict resolution skills. Excellent public relations skills. Ability to set priorities and provide follow-through. Ability to train student assistants in customer service and operations. Ability to communicate effectively in a culturally and ethnically diverse environment. Windows and Mac operating systems and hardware. Software applications and tools used in the production of instructional materials and multimedia. Maintains a safe work environment. Communicates with the University community in a civil manner.

Ability to install and maintain Windows workstations. Ability to administer Help Desk services and provide first line technical assistance to end-users. Ability to write technical documentation, implementation plans, and end-user procedures. Ability to install and configure Internet Browsers and productivity software. Knowledge of TCP/IP protocols. Knowledge of Microsoft Exchange. Knowledge of communications software such as Telnet and FTP. Maintains a professional appearance and demeanor

Ability to communicate with an ethnically and culturally diverse campus community.  Ability to follow all university policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures.  Ability to contribute to a positive university experience for each and every student, and assist in achieving the university's commitment to a "vision of excellence."

Education and Experience

• Equivalent to a bachelor's degree in Computer Science, Information Systems, Educational Technology, Communications, or related technical field required.

• Two years work experience within the computer industry preferred.

• Help Desk experience in the technology call center and/or Desktop Support role desired.

Physical Summary

Sedentary work - Involves mainly sitting. Walking and standing are minimal. Lifting is limited to lightweight objects. (10 pounds or less).

Department

Information Technology Services

Classification

Information Technology Consultant – Foundation

Compensation

Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department’s fiscal resources.

CSU Classification Salary Range: The CSU Classification Salary Range for this position is $4,094 - $7,881 per month.

Benefits

Excellent benefits through CalPERS (health, vision, dental), tuition fee waiver, generous vacation and sick leave, and 14 paid holidays each year.

Time Base

1.0  time-base, 40 hours per week.

Duration of Appointment

This is a temporary position for one year with no permanent status granted. Temporary assignments may expire prior to the ending date.

Application Procedures

Click Apply Now to complete the CSULB Online Employment Application.

PLEASE FILL OUT THE APPLICATION COMPLETELY                                                                    

It is important that all sections of the on-line application are filled out completely and accurately. Please include all relevant education and experience. Your application will be used to determine whether you meet the minimum qualifications for this position.

Additional Information

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 Revised July 21, 2017 as a condition of employment.

A background check (including a criminal records check) must be completed satisfactorily and is required for employment. CSULB 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.

Due to the nature of this position, current CSULB employees are subject to a criminal record check unless they have successfully completed a criminal background check through CSULB within the past 12 months.

CSULB is not a sponsoring agency for staff and management positions (i.e. H-1B Visas).

California State University Long Beach expects respectful, professional behavior from its employees in all situations. Acts of harassment or abusive conduct are prohibited. Demonstrated appropriate professional behavior, treating others with civility and respect, and refusing to tolerate abusive conduct is expected of all employees.

Equal Employment Statement

Consistent with California law and federal civil rights laws, CSULB provides equal opportunity in employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, national origin, or other protected status. CSULB complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

Accommodations

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact StaffHR-Accommodations@csulb.edu.

Out of State Employment Policy

California State University, Long Beach, as part of the CSU system, is a State of California Employer. As such, the University requires all employees upon date of hire to reside in the State of California.

As of January 1, 2022 the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.