Help Desk Representative (Information Technology Consultant - Career Level)
Sonoma State University
April 14, 2018
Rohnert Park, California
Help Desk Representative (Information Technology Consultant - Career Level) Sonoma State University
Job Title: Help Desk Representative (Information Technology Consultant - Career Level) Job ID: 104571 Location: Sonoma State University (Rohnert Park, CA) Full/Part Time: Full Time
Department Name Information Technology
Salary and Benefits The anticipated salary placement for this position depends on qualifications, experience and salary budget, and will not exceed $4,372.
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 This position is open until filled. For full consideration, please submit application, along with cover letter and resume, by 8am on April 27, 2018. Please refer to the Application Process section of this posting for additional details.
Conditions of Employment This is a full time, 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 and with general guidance from the Deputy CIO of Workstation Services and Security, as well as the Help Desk Manager, it is the responsibility of the IT Help Desk Representative to independently apply technical judgment to provide support and assistance to assigned campus departments, faculty, staff and students; and assure access to supported computing and network services. Specifically, the Help Desk Representative is responsible for answering calls through the Help Desk or directly from specific geographic areas of the SSU campus, providing one-on-one assistance at the caller's location or 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. In addition, the incumbent performs outreach duties that include system updates, technical support, and problem resolution.
Major Duties: Working relatively independently, 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 desktop applications and operating system software on supported desktop computers;
Troubleshooting and resolving reported desktop 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;
Writing user documentation, user guides, instructor guides, training outlines, and technical training publications;
Installing, troubleshooting, and maintaining audio video equipment such as digital projectors, document cameras, video cameras, and AV control systems;
Providing tier 2 support for hardware and software in instructional spaces;
Administrating IT-managed applications for the campus community;
Performs other secondary duties as assigned.
Duties take place on the Sonoma State University campus, primarily in Schulz 1000 and in various offices, labs, classrooms, and on campus in areas requiring the use of a computer, technology, and audio video equipment. As an exempt employee you have some flexibility in your schedule however must be available during the regular campus hours Monday through Friday to meet the operational needs of the campus and department. Evening and weekend hours may be required and will be specified only by the supervisor to meet operational needs. Your specific start time is determined by your Appropriate Administrator. You must maintain regular and acceptable attendance at such levels as is determined by your Appropriate Administrator.
This position requires, with or without reasonable accommodations, the ability to frequently sit, move or stand for office and/or event functions, be at a computer for 6-8 hours/day, occasionally reach with hands and arms, climb or balance, stoop and kneel and lift objects of up to 50 lbs in weight.
Qualifications This position requires:
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,
Demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills;
The necessary skills to install, configure, customize and maintain software and hardware in a Windows 7 and newer and Macintosh environments, including input and output device and peripherals;
At least two years of experience in a computer user services related position highly preferred;
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 well and collaborate with others on a team;'
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 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;
Additional training or education in Information Technology highly desired.
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.
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.