IT Help Desk Consultant, Foundation Level (103276)

  • Cal State University (CSU) Maritime Academy
  • Vallejo, California
  • Jun 01, 2021
Full Time Information Technology and Communication Services

Job Description

Description:
MAJOR RESPONSIBILITIES:
Customer support
• Provide, telephone, email, remote control, and on-site support to faculty, staff, and students for information technology and audio-visual services including problem resolution
• Assist users with audio-visual and computing equipment and software in classrooms and conference rooms
• Issue port passes to cadets, faculty, and staff
• Gather customer requirements and collaborate with help desk staff to provide recommendations for software, hardware, and other components necessary for a complete technology solution
• Provide support and training for computer labs and conference rooms

Setup and configuration
• Install and configure audio-visual and computing equipment
• Setup audio-visual and computing equipment for events and conferences

Documentation
• Report on projects and progress to help desk lead
• Document frequently occurring issues into knowledge base
• Create and read schematics and knowledge base articles
• Create, monitor, and complete tickets and distribute tickets to other IT staff (systems, network, PeopleSoft, information security, etc.) when needed

Asset management & inventory
• Organize and maintain orderly work environment, label equipment to be used as spares or e-waste, keep equipment grouped by categories
• Assist with inventory of information technology and audio-visual equipment
• Decommission obsolete or inoperative equipment and prepare e-waste documentation

Research and training
• Develop and maintain expertise with hardware and software supported by Cal Maritime
• Attend training for new products and applications; keep current on new technologies

REQUIRED QUALIFICATIONS:
• Bachelor's degree (or equivalent) required with at least one year of related experience.
• Work experience in support of audio-visual, computers, and peripherals in help desk environment
• Working knowledge of desktop and mobile operating systems including:
• Microsoft Windows
• MacOS
• iOS
• Android
• Working knowledge of desktop applications, related hardware, and workstation management tools such as:
• Microsoft365 online and installed applications
• Desktop security products including anti-virus solutions
• Adobe Creative Cloud applications
• Active Directory
• Knowledge of current technological trends and developments
• Basic understanding of computers and peripherals and the interrelationship to network infrastructure, systems administration, administrative applications, and information security
• Ability to develop and document guidelines for technical and end-user staff
• Analytical, troubleshooting, and problem-solving skills
• Strong interpersonal and communication skills
• Good organizational skills and ability to manage numerous concurrent projects
• Team approach to projects, including the ability to work with internal IT staff, vendors and other external partners
• Ability to multi-task and use independent judgment
• Experience providing audio-visual support including projectors, TVs, sound systems, adapters
• Strong customer-service experience

PREFERRED QUALIFICATIONS:
• Experience working in higher education or similar organizational environment
• Knowledge of work management solutions, such as ticketing solutions
• Experience with academic software packages such as SPSS, Minitab, MATLAB, ArcGIS/ESRI
• Experience working on projects
• ITIL Foundation Certification, Microsoft certification(s), Project Management Certification

SPECIAL CONDITIONS:

PHYSICAL, MENTAL and ENVIRONMENTAL CONDITIONS:
• Up to 40% of the activities involve sitting, standing, squatting, kneeling or walking; involves lifting heavy weight objects limited to 50 pounds; may involve pushing and pulling objects within the weight limits.
• Drives motorized equipment

HOURS of WORK/TRAVEL: Some overtime may be required during peak times. May travel outside normal business hours for training.

BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU 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.

ELIGIBILITY TO WORK: Applicants must provide proof of U.S. citizenship or authorization to work in the United States within three days of the date of hire.

TITLE IX: Please view the Notice of Non-Discrimination on the Basis of Gender or Sex and Contact Information for Title IX Coordinator at: https://www2.calstate.edu/titleix

EEO STATEMENT: Cal Maritime is an Equal Opportunity, Affirmative Action Employer. The university subscribes to all state and federal regulations and prohibits discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, covered veteran status, or any other protected status. Reasonable Accommodations will be provided to applicants with qualifying disabilities who self-disclose by contacting the Benefits Coordinator at
(707) 654-1146.

Closing Date/Time: Open until filled

Job Address

Vallejo, California 94590 United States View Map