Fresno State campus

Desktop Services Consultant

Apply now Job no: 500008
Work type: Staff
Location: Fresno
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology
Position Description

(Information Technology Consultant - Career level)

Compensation and Benefits

Anticipated Hiring Salary Range: 4,372 - 6,200 

Full classification Salary Range: 4,372 - 10,792

This is a full-time, probationary, exempt position.

The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 14 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here.


Job Summary

Under the direction of a director, or the supervision of the Desktop Services Lead, the Desktop Services Consultant provides desktop computing installation, configuration, and break-fix services to faculty, staff, and students.

The Desktop Services Consultant is expected to work independently and possess the experience to be fully proficient in performing most or all of the work assignments.

A work assignment outside of the classification where the majority of work is performed is common and may be used to promote skill development or meet unique department needs.

The employee shall allocate priority and time to the duties mentioned below based upon direction from the manager to whom this employee reports. The manager will communicate these priorities and time allocation at least annually and when necessary.


Major Duties

The following work activities indicate the responsibilities of this position and are separated by functional area.

Site Administration
• Provide desktop implementation, schedule coordination, move, add, change and disposal services when requested
• Perform installation and configuration of campus standards software packages on end user machines, and provide overview of software use to end-users
• Manage and maintain list of desktop assets slated for renewal or retirement and coordinate activities with customers to initiative those actions.
• Provide planning, consulting and coordination services to upgrade desktop hardware and software configurations to newer versions

User Consultation
• Obtain and validate requests for desktop security IDs, passwords, and access profiles
• Provide second level support to the Service Desk to resolve desktop incidents or provide how-to support
• Provide request fulfillment processing for customer requests for desktops and software applications
• Provide planning, consulting and coordination services to establish move or remove desktops and printers.
• Provide technical advice and expertise in the evaluation, purchase, upgrading, and maintenance of software and/or hardware resources.
• Participate in needs assessments and evaluate potential purchases for compatibility with existing systems

Knowledge and Database Management
• Provide and maintain standard catalog of approved desktop hardware and software configuration available for use
• Identify customer-required pre-requisites for obtaining desktop support services as well as any post requisite activities once services are delivered
• Validate the quality, relevance, and user value of the Service Desk customer facing information regarding desktop support services for customer self-service web sites
• Validate the quality, relevance, and consultant value of the Service Desk internal knowledge base regarding desktop support services including information stored as Knowledge Articles in the Service Desk solution, on Wikis, and in document repositories.
• Update and maintain configuration management databases with accurate and current information regarding configuration items or assets.
• Develop and administer data policies, procedures and standards

Secondary Duties of the job include:
• Provide training and direct supervision of IT student support staff
• Advise and assist faculty, staff, and students in the selection of available software, hardware and/or database systems, and sources to meet their needs
• Research available products and systems and recommend alternatives to meet identified needs
• Specify and manage maintenance contracts
• Prepare requests for proposals, cost estimates, and justifications
• Provide asset and cost information to customer’s managers when requested
• Provide other duties as assigned
• Familiarity with principles, procedures and tools used in mobile device management software

To view the full list of qualifications and job responsibilities, please click the Position Description button above.

Key Qualifications

Knowledge of:
• Service Management Tools for tracking Incidents, Requests, Problems, and Changes
• Operating Systems: Apple Macintosh OS 10.x and later versions, Microsoft Windows 10 and later versions. IOS and other applicable tablet operating systems
• Hardware: Intel PC systems, Apple Macintosh systems, iPad, Surface and other applicable mobile computing devices
• Desktop management tools for imaging, configuration management and policy enforcement
• Applications: campus standard applications
• Connectivity and network administration for fixed wire, and wireless connections
• Data administration principles and techniques
• Copyright laws and industry standards

• Strong fault isolation and problem solving
• Perform multiple tasks and work according to procedures
• Excellent written and verbal communication skills throughout all levels of an organization and with a variety of audiences
• Strong experience in a customer-service oriented role in a fast-paced environment that is prone to change, preferably in a technology-related area and in higher education.
• Strong characteristics of integrity, excellence, discretion, team-orientation, service-orientation.
• Strong emotional intelligence (awareness of self, self-regulation, ability to bridge styles of others)
• Strong interpersonal and influencing skills with ability to engage with different levels
• Proficient use of standard campus applications, desktops, and laptops

Education and Experience

• 4-year degree from an accredited institution. Majoring in Business, Engineering, Computer Science, or Information Technology
• 1 or more years’ experience in end user device support
• 6 or more months experience designing and developing services in TeamDynamics or other industry standard ITSM platform.
• 6 or more months experience packaging Microsoft applications using Microsoft Configuration Manager
• 6 or more months experience managing Apple MacOS and IOS devices using JAMF or other industry standard Apple device management tools.

Preferred /Specialized Knowledge, Skills and Abilities:
Education, Experience and Qualifications:
• 4 years’ experience in direct customer support related to technical services
• Experience within higher education sector with IT focus
• ITIL Foundation Certification desirable or relevant experience in ITIL environment

Knowledge of:
• Microsoft Group Policy Objects and Active Directory
• Application Deployment Methods and Tools
• Scripting languages such as PowerShell, Python, and/or JavaScript

• Perform system, database, and network maintenance tasks


Department Summary

Technology Services provides administrative information services, core services, and desktop support to the Fresno State community.

Our department consists of a well trained team of individuals dedicated to providing effective technology and quality services and support that are integrated into the daily activities of the entire campus.


Deadline & Application Instructions

Recruitment opened until filled. Applications received by May 2, 2021 will be given full consideration by the search committee. Applications received after that date will be forwarded at the request of the Hiring Manager and/or search committee.

Please click “Apply Now” to complete the employment application for California State University, Fresno. Interested applicants must complete the application and attach the following: 1) their most recent resumé/vitae, 2) a cover letter that addresses their specific qualifications and interest, and 3) contact information for three professional references.


Fresno State

California State University, Fresno is one of 23 campuses in the California State University System. The University's mission is to boldly educate and empower students for success through our values of Discovery, Diversity and Distinction. The current student population is more than 25,000, including a large percentage of students with diverse and culturally rich backgrounds. The University serves the San Joaquin Valley while maintaining deep involvement with the state, nation, and across the globe.

Metropolitan Fresno, with a multi-ethnic population of over 527,000, is located in the heart of the San Joaquin Valley. The campus is within driving distance of Yosemite, Kings Canyon and Sequoia National Parks, San Francisco, Los Angeles, the Monterey Peninsula, beaches, sailing, lakes, and numerous ski resorts. Fresno boasts one of the most reasonable housing markets in California and offers a wide array of locally grown fruits and produce.


Equal Employment Opportunity Information

California State University, Fresno is committed to maintaining and implementing employment policies and procedures in compliance with applicable state and federal equal employment opportunity laws and regulations. Executive Orders 1096 and 1097 prohibit discrimination, harassment, and retaliation on the basis of a protected status: race, color, religion, national origin, ancestry, age, sex (including gender identity), sexual orientation, marital status, pregnancy, mental disability, physical disability, medical condition and covered veteran status. Fresno State's commitment to diversity informs our efforts in recruitment, hiring, and retention. We are proud to be an affirmative action and equal opportunity employer.


Supplemental Information

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 California State University, Fresno. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment. 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 Fresno State has identified as sensitive.

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.

This position may be a "designated position" under the California State University's Conflict of Interest Code. This will require the filing of a Statement of Economic Interest on an annual basis and the completion of training within six (6) months of assuming office and every two (2) years thereafter.

Fresno State is a tobacco-free, smoke-free and vapor-free campus.

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