Help Desk Representative (Information Technology Consultant - Foundation Level)
Sonoma State University
December 14, 2017
Rohnert Park, California
Help Desk Representative (Information Technology Consultant - Foundation Level)
Job ID: 104504 Location: Sonoma State University (Rohnert Park, CA) Full/Part Time: Full time Regular/Temporary: Regular Department Name Information Technology
Salary and Benefits The salary range for this position is $3,470 to $6,114 a month. Starting salary placement depends on qualifications, experience and salary budget, and will not exceed $3,470 a month.
This position is eligible for a broad range of benefits, including medical, dental, vision, life and disability insurances, retirement (CalPERS), tuition waiver, vacation and sick leave. In addition, 14 paid holidays are offered each year; 13 scheduled on specific days and a Personal Holiday that may be taken any time during the year.
A comprehensive benefits summary for this position is available online by clicking the View Benefits Summary link or by request from SSU Human Resources.
Application Deadline First review of applications will be at 8 am on January 2, 2018. Applications received on or after the first review date may not be considered.
Conditions of Employment This is a full time, non-exempt position, which will lead toward permanent status following the successful completion of a probationary period.
Responsibilities Sonoma State University is committed to achieving excellence through teaching, scholarship, learning and inclusion. In line with the Seawolf Commitment, our values include respect, responsibility, excellence and integrity. We strive to cultivate a community in which a diverse population can learn and work in an atmosphere of civility and respect. We encourage innovation, experimentation and creativity, as well as contributions to equity and inclusion, in the pursuit of excellence for all members of our university community.
Reporting to the Deputy CIO of Workstation Security and Services, and with additional lead work direction and supervision from the Help Desk Coordinator, it is the responsibility of the Help Desk Representative to provide technical support and assistance to assigned campus departments, faculty, staff and students; and to assure access to supported computing and network services. Specifically, the Help Desk Representative is responsible for answering calls received through the Help Desk or directly from specific geographic areas of the SSU campus, providing one-on-one assistance on-site at the caller's location or remotely from the Help Desk, processing requests for IT services from the campus community and assigned areas, making office visits for faculty and staff to provide desktop computing support and maintenance, and assisting other IT staff to develop tools for IT technical support use. S/he is also responsible for performing outreach duties that include system updates, technical support, and problem resolution.
Major duties of this position include, but are not limited to, the following: - Assisting in answering calls to the Help Desk support line and providing one-on-one assistance at the Help Desk; - Providing general maintenance, phone support, and in-office support to assigned areas for IT services; - Installing, configuring, and maintaining applications and operating system software on supported computers and devices; - Troubleshooting and resolving reported workstation computing problems; - Using established procedures to assign, track and escalate support requests; - Acting as liaison and interfacing between assigned areas and other IT units and staff; - Researching available systems, applications and utilities, and recommend alternatives to develop tools for IT technical support use; - Assisting in the day to day operations of the equipment maintenance facility and IT Geoteam; - Assisting faculty, staff, and students in the use of standard applications and their features; - Providing routine maintenance and repair as needed for Tech Classroom and media cart equipment; - Writing end user documentation.
Performs other secondary duties as assigned.
Duties take place mostly in an office(s) setting and labs located at Sonoma State. The position may be required to work on projects that require long periods of sitting, stooping, kneeling, stretching and bending and, on occasion, lifting up to 50 lbs. The regular work schedule for this position is Monday through Friday aligned with regular campus hours, Overtime, evening and weekend hours may be required and will be specified only by the supervisor to meet the operational needs of the department and campus. As a non-exempt employee, any request for overtime will be specified and pre-approved by Appropriate Administrator. The responsibilities of your position may require the incumbent to be available for on-call, call back assignments and to be available and on-campus to provide service to the campus community. Your specific start time is determined by your Appropriate Administrator to meet operational needs. You must maintain regular and acceptable attendance at such levels as is determined by your Appropriate Administrator. The position may require occasional travel, by automobile and airplane, and the incumbent must be able to work some night and weekend hours with overnight stays.
Qualifications A basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. Foundation knowledge and skills may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.
The incumbent should also possess: - Experience in a computer user services related position, experience with Windows 7 and newer, Macintosh operating systems, user applications, networking; - The necessary skills to install, configure, customize and maintain software and hardware in a Windows 7 and newer and/or Macintosh environments, including input and output device and peripherals; - Knowledge of standard academic computing applications, including productivity applications such as word processing, spreadsheets, and presentation packages; multi-media applications; graphics applications and network applications such as WWW tools; - Knowledge of data processing procedures and equipment; - Good interpersonal, verbal and written communication skills; - Ability to work and collaborate with others; - Good customer support or experience; - Ability to apply consultative skills to assess user needs and provide appropriate support; - Ability to analyze, troubleshoot, and resolve problems; - Ability to lift up to 50 lbs. and maneuver under and around office furniture and related small spaces; - The position may also require lifting, bending, stooping, twisting, keyboarding for extended periods of time, and sitting for extended periods of time. The incumbent enters data into a computer up to four hours per day; - Ability to be committed to a high standard of safety and be willing and able to comply with all safety laws and all of the University's safety polices and rules; and be willing to report safety violations and potential safety violations to appropriate supervisory or management personnel; - Must be able to adapt to change in the work environment, accept constructive feedback, effectively handle multiple tasks and competing demands, work cooperatively in group situations and work actively to resolve conflicts; - Must be able to work in a very stressful environment where constructive feedback from others is encouraged; - Must have the ability to effectively communicate with all levels within the university and establish and maintain productive and effective, inclusive working relationships amongst diverse populations including staff, faculty, administration, students, and other internal and external constituents. - Must work well both independently and with others on a team; - Additional training or education in Information Technology and experience with PeopleSoft preferred.
Qualification Note Evidence of degree(s) or certificate(s) and/or license(s) required at time of hire.
Physical Requirements Requires successful completion of a pre-placement physical exam.
Application Process Click the 'Apply Now' to apply to this position. Materials submitted with your application will not be returned. The ADA Coordinator is available, at 707/664-2664, to assist individuals with disabilities in need of accommodation during the hiring process.
Qualified candidates must submit the following to be considered: 1. Cover Letter and Resume - application system only allows one document to be uploaded, so cover letter and resume must be included in the same MS Word or PDF file (file name should not contain any spaces or special characters) 2. Online Employment Application (complete entire application, resume/cover letter will not substitute for any part of the application)
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for this position.
Other Information Equal Employment Opportunity: The University is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.
Mandated Reporting: This position may be 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.
About Sonoma State University Sonoma State University, located 48 miles north of San Francisco, is one of the 23 campuses of the California State University. Sonoma State University is a liberal arts institution with an enrollment of approximately 10,000 students and 530 full-time and part-time faculty. Our beautiful campus is located in Rohnert Park, at the foot of the Sonoma hills in the Wine Country.
Sonoma State University is proud to be a smoke-free campus, where smoking and other uses of tobacco products, such as smokeless tobacco, the use of e-cigarettes and similar devices, are prohibited.
Sonoma State University's Jeanne Clery Act Annual Security Report is available at www.sonoma.edu/ps/about/jeanneclery.html; Annual Campus Housing Fire Safety Report is available at www.sonoma.edu/housing/general-info/emergency-prep/fire-safety.html.
Contact Information Sonoma State University Human Resources Main (707) 664-3100 Fax (707) 664-3196 1801 East Cotati Avenue Rohnert Park, CA 94928 email@example.com
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Located in California's premier wine country one hour north of San Francisco, Sonoma State is a small campus with big ideas. With a tradition of promoting intellectual and personal growth, leadership opportunities and technological proficiency, SSU offers its students a friendly, safe and informal atmosphere on a beautiful campus setting. Currently, campus housing accommodates students in both apartment and residential suite style facilities. While SSU generally accepts all qualified students who apply from high schools in its service area, 80 percent of the freshmen and 55 percent of the junior transfer students come from outside the North Bay region. With almost half of its student body living on campus, it is one of the most residential campuses within the system.