Job No: 527807 Work Type: Staff Location: Pomona Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology, On-site (work in-person at business location)
Type of Appointment: Full-Time, Probationary
Collective Bargaining Unit: CSUEU - Unit 9
Job Classification: Information Technology Consultant - Exempt
Classification Salary Range: $4,678- $11,547 per month
Anticipated Hiring Amount: $4,678 - $6,500 per month
Work Hours: Monday - Friday 8:00am-5:00pm
Recruitment Closing Date: June 7, 2023
The Division of Information Technology and Institutional Planning provides innovative, strategic, and cost appropriate technology services in collaboration with the campus community to advance the mission of the University. Technology services are recognized as an essential resource in furthering the University's mission. IT will provide technology solutions, expert consultation, and leadership, resulting in numerous enhancements to the advancement of learning and knowledge and the effectiveness of campus support services and business processes for the entire University. The Client Services department consists of a team of information technology professionals and student assistants providing a wide variety of technical support services to the campus community. The Client Services department includes the IT Support Services team, Classroom Support team, Computer Lab Support team, Client Infrastructure Team, IT Asset Coordination team, and Technical Support team. The Classroom, Computer Lab, Client Infrastructure, Asset, and Technical Support teams provide a client-facing, service-oriented environment in the delivery, support, and management of campus IT computing services, endpoint devices, and technology-enhanced learning spaces. The IT Support Services team provides the campus with a single point of contact for first-line information technology support requests and campus operator services. The Client Infrastructure team is responsible for the campus device management environments, client standards, imaging procedures, deployment processes, software packaging, and operational processes that support the ongoing computing device services for the university.
DUTIES AND RESPONSIBILITIES
Desktop Environment Support Functions
Provides operational and infrastructure support for the campus client management environment, responsible for the development, deployment, distribution, support and updates of end-user computing services.
Works with the team lead and colleagues to develop, maintain, test, provision and deploy new end-user operating system and application releases, patches, upgrades, and hotfixes; contributes to the design, support, and operational sustainability of the campus wide desktop management environment.
Creates, updates, and maintains standardized computer imaging builds and software deployment packages; coordinates with colleagues and campus IT technicians in deploying new operating system images, security updates, software installations and application upgrades; utilizes industry best practices, procedures and tools to fulfill operational service responsibilities (ex. SCCM, JAMF)
Creates and updates application deployment packages for Windows and Apple operating systems; utilizes industry-standard packaging protocols, best practices, tools, installation/uninstallation scripts, and SCCM and JAMF deployment methods; coordinates on-demand and scheduled software installations; maintains and contributes to the end-user self-service application installation repository.
Provides technical advice and expertise in evaluating, purchasing, and upgrading of hardware and/or software resources; research costs; supports departmental efforts in preparing the appropriate technology acquisition paperwork and vendor quotes as needed. Works in close collaboration with peers in IT and other information technology professionals across the University to support desktop applications software to meet divisional and departmental technology needs; maintains an official list of IT-supported client installed software and coordinates regular application change updates.
Troubleshoots systemic hardware/software performance and takes appropriate steps to resolve the situation as needed; enhances computing reliability, performance, and security; works with other client infrastructure colleagues in troubleshooting escalated technical client issues.
Participates in the development of the client infrastructure environment for computers, printers, monitors, operating systems, common university business applications and other end-user service technologies.
Advises departmental IT staff members with technical recommendations/solutions; develops support procedures and provides desktop infrastructure assistance, service documentation, technical resources, and training for campus support technicians.
Evaluates and recommends administrative and technical operating procedure improvements for Client Services support service operations, updates staff regarding operational changes accordingly.
Contributes to the client infrastructure continuous improvement plan regarding the use, deployment, and support of desktop technology across various campus units; provides technical advice and expertise in the evaluation, purchase, and upgrading of hardware and/or software resources needs for the University.
Identifies and develops computing automation procedures, tools, and other process efficiencies to improve end-user technical services.
Maintains campus computing client device standards, remains abreast of IT industry client solution specifications, and provides IT purchasing recommendations; develops technical proposals, and executes implementation plans as directed; develops hardware and software configurations.
Participates in the large campus annual/semi-annual computer deployment and equipment refresh process; contributes to the success and distribution of regularly purchased client devices.
Communicates with appropriate management and staff members regarding imminent computer or network problems, or other campus computing problems, and arranges for alternatives; identifies problems and generates alternatives and solutions in a team-oriented environment.
Coordinates with IT personnel and other campus departments in maintaining software application repositories and licensing renewals.
Demonstrates excellence in technical communication skills, interpersonal interactions, and written correspondence in person, by telephone and via mail/email. Develops technical documentation and conducts training on various topics related to the use of university, office and/or divisional hardware and software solutions.
Identifies employee training opportunities and recommends professional development activities designed to enhance work effectiveness for team members.
Creates reports within various client management and device inventory systems for strategic decision making (e.g. SCCM, JAMF, ServiceNow).
Assists with disaster preparedness, planning, and recovery; works with client infrastructure colleagues to ensure client support services remain online and are tested on a regular basis.
Technical Support Functions
Assists with the daily operations of escalated departmental tickets; provides direct assistance as needed towards completing projects, meeting deadlines, and supporting the unit's technical support activities.
Works with other IT support technicians and end-users to provide onsite or remote 3rd tier technical support, troubleshooting, and problem-resolution assistance; answers technical questions; takes appropriate action to properly address, resolve and complete particular tasks, assignments, and projects; uses sound judgment and decision making in order to find solutions and implement appropriate and timely resolutions.
Utilizes standard tools and processes in maintaining inventory records of IT equipment and software; ensures support requests are submitted into the IT ticket tracking system uses ticketing system to respond to requests; closes requests promptly.
Performs software installations and upgrades on client computers; troubleshoots software performance and takes appropriate steps to resolve issues as needed; enhances reliability, provides network connectivity, and ensures proper virus and malware protection; supports client devices in accordance with campus IT security policies; responds to IT security incidents promptly and in cooperation with the campus ISO. Protects confidential and sensitive University administrative data and electronic information from incidental, intentional or preventable loss.
Works with other members of the IT support team to organize support tasks and respond to user concerns within each IT support unit. Refers and communicates issues to the appropriate technical support staff for resolution.
Works independently or in groups to troubleshoot and resolve hardware and software issues and errors; searches the Internet and other resources for solutions; contacts vendor technical support as needed.
Common Operational Responsibilities
Notifies the IT HEERA manager and/or an applicable functional area manager or team lead of any interruption in service or normal operations of assigned systems; consistent with job, operational, or project duties, communicates with other appropriate managers, faculty, and staff regarding imminent systems, data, or security problems as directed may facilitate alternatives.
Evaluates and makes suggestions for change/improvement in support operations; makes ongoing improvements in administrative or technical operating procedures, and updates staff about changes accordingly.
Keeps up to date with new technologies and tools relevant to supported user groups and responsibilities. Operates electrical service vehicles, trucks and/or cars for the delivery or pick-up of equipment, personnel, or incidental items related to or in support of IT or Divisional operations.
Serves on committees; attends and participates in departmental and campus events/activities; shares information, seeks assistance, tracks issues, and gathers updates on current issues related to all aspects of the campus computing environment. Uses sound judgment and decision-making in order to find solutions and implement appropriate and timely resolutions.
Utilizes advanced communication and listening skills through effective interpersonal interactions, and written correspondence with Department, Division, University staff, and external contacts in person, by telephone and via mail/email.
Consistent with job classification, assumes and carries out other duties and responsibilities at the discretion of the unit's HEERA managers.
Provides work guidance, training, direction and scheduling oversight for IT student assistant workers. Maintains communication with team members in addressing and responding to all user requests. Ensures contact availability extends to various campus locations (working remotely and on-campus).
Participates in IT division and campus-wide initiatives, project coordination and meetings. Maintains compliance with all software licensing, campus policy, and IT security regulations.
Participates in department training opportunities and professional development activities designed to enhance work effectiveness.
A bachelors level degree in Computer Science, Computer Information Systems, Information Systems, Telecommunications, Engineering, Engineering Technology or a related field with relevant experience totaling two years full-time or the equivalent part-time. or Eight years of full-time relevant experience. or an associate level degree in Computer Science, Computer Information Systems, Information Systems, Telecommunications, Engineering, Engineering Technology or a related field with four years of full-time relevant experience
Extensive experience and expertise providing technical support, troubleshooting, and deployment for client devices, computers, applications, account/access management, and local area networks. Experience managing, supporting, and deploying a large number of end-user computing devices. Experience in building standardized desktop images and packaging software applications for mass distribution. Experience with operating system and application patch management solutions and strategies. Demonstrated experience in managing anti-virus, anti-spam, and end-point client security configurations. Effective communication skills both orally and in writing; demonstrated ability to communicate and assist users at all levels of technical knowledge and understanding. Experience in standard IT client hardware (PCs, Mac, tablets, smartphones) and network protocols (e.g. TCP/IP, DNS, DHCP). Willingness to work with an ethnically diverse and culturally pluralistic student body, faculty and staff. Proven excellent customer service skills and values. Ability to use technical judgment and expertise to determine appropriate solutions to meet users' needs. Ability to organize time so that tasks are completed in a timely manner. Ability to educate and deploy staff, learn quickly, interpret and present information clearly and accurately. Ability to move effectively around campus and visit user locations to provide support and resolution for complex problems. Knowledge of and ability to apply campus accessibility standards to all forms, documents, websites, and purchase recommendations.
Experience managing large desktop environments with computing device management methodologies and solutions, including Active Directory Group Policy, SCCM, JAMF or other MDM, WSUS, McAfee ePolicy Orchestrator, Symantec Ghost, Dell KACE.
Experience with Windows and Mac scripting conventions such as VB Script, PowerShell and bash scripting.
Proficient with business software applications including Microsoft Office 365, Adobe Creative Cloud, Firefox, Internet Explorer, Google Chrome, Safari and McAfee security product suites.
Experience working with desktop and application virtualization technologies. Ability to learn quickly, interpret and present information clearly and accurately.
Strong technical expertise in developing and providing enterprise-level desktop support procedures and establishing standards.
Effective communication skills and demonstrated ability to communicate with technical and nontechnical users.
Experience in a university IT support environment
Individuals who access in-person on- or off-campus University programs or activities are strongly recommended to follow the COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention and the California Department of Public Health and to follow any campus safety measures that may be recommended or required by Cal Poly Pomona to decrease the likelihood of COVID-19 transmission or illness and allow the core mission and activities of the campus to continue. The complete text of the policy may be viewed at COVID-19 Vaccinations and Other Safety Measures.
Out of State Work
The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU's mission is to prepare educated, responsible individuals to contribute to California's schools, economy, culture, and future. As an agency of the State of California, the CSU's business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. See policy at https://calstate.policystat.com/v2/policy/10899725/latest/.
Cal Poly Pomona will make a conditional offer of employment, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any criminal conviction history, considering such factors as the nature, gravity and recency of the conviction, the candidate's conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. See policy at https://www.cpp.edu/eoda/employee-labor//documents/employment-policies/hr2017-17.pdf.
Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.
Child Abuse/Neglect Reporting Act (CANRA)
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. See policy at https://calstate.policystat.com/v2/policy/10927154/latest/.
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal Poly Pomona Annual Security and Fire Safety Report is available at: https://www.cpp.edu/campus-safety-plan.shtml.
Cal Poly Pomona consistently ranks among the best universities in the country when it comes to quality education, affordability and career prospects for graduates. As an inclusive polytechnic university, we cultivate success through experiential learning, discovery and innovation. U.S News noted Cal Poly Pomona was eighth most diverse among regional universities in the West and tenth most diverse in the nation. Nowhere else can students ride an Arabian horse, practice on a Steinway piano, bring a new product to market, and build a liquid-fueled rocket.