Help Desk Technician (Information Technology Consultant - Foundation) (513591)

  • San Diego State University
  • San Diego, California
  • Jun 21, 2022
Full Time Information Technology and Communication Services

Job Description

Description:

Position Summary

The Information and Digital Technologies (IDT) Unit is responsible for providing technology services to Students, Faculty and Staff within the Library, Academic Affairs and other departments that may be supported by the unit. IDT is comprised of the following workgroups: End-User services, Servers/Applications, Student Computing Hub, 24/7 Student Area, and Digital Collections. The IDT Division is a team of approximately 65 student employees and 12 professionals who develop and deliver innovative information technology services for teaching, learning and research.

As a member of the library end-user services support team and under general supervision, this position is responsible for interfacing with our customers in user communication and technical support. This position will utilize the ServiceNow platform to complete assigned tasks. This will include Windows, Mac and Chrome OS support, hardware and peripheral repair, and troubleshooting of software issues. Duties also include inventory control, receiving of equipment and repair of items, and maintaining the work and supply room. The incumbent should have experience with help desk ticketing software for tracking and reporting of incidents. SDSU is a diverse population of students, faculty and staff. It is expected that the incumbent has the ability to communicate with an ethnically and culturally diverse campus community.

For information about the University Library, click here.

Full-time, benefits eligible, permanent (probationary) position. This position is designated non-exempt under FLSA and is eligible for overtime compensation.

Standard SDSU work hours are Monday - Friday, 8:00 a.m. to 4:30 p.m., but may vary based on operational needs.

This position is physically located at the SDSU Main Campus in San Diego.

Education and Experience

To enter this classification, 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 for the Information Technology Consultant, depending on the nature of the position assignment, 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.

Specialized Skills
  • Three or more years of professional IT experience in systems and desktop support.
  • Three to five years of experience in MS 365 end user products, Apple and Windows Operating Systems.
  • Exceptional customer service skills, and deductive reasoning abilities and expertise in applying structured problem-solving techniques to resolve problems for end users.
  • Excellent organization skills and ability to handle multiple tasks simultaneously.
  • Thorough knowledge of management and supervisory principles and practices, including the organization and management of human, fiscal and equipment resources, the understanding of workload and workflow, and the ability to access and project long range needs.

Preferred Qualifications
  • Three years of professional experience with Windows and Mac desktops.
  • Three years of professional experience supporting standard desktop and web software. (e.g. MSOffice products, Google applications, Mail applications, Adobe products).
  • Three years of professional experience setting up and repairing computer hardware and peripherals.
  • Experience supporting users and systems in a large networked environment.
  • Experience working with diverse groups of individuals consisting of various technology backgrounds.
  • Experience with centralized desktop anti-malware systems.

Compensation and Benefits

Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department's fiscal resources. Starting salary upon appointment is not expected to exceed $4,167 per month.

San Diego State University offers a rich benefits package that constitutes a major portion of total compensation. For more information regarding SDSU benefits, please click here.

CSU Classification Salary Range: $3,470 - $4,167 per month.

SDSU Vaccine Policy

In accordance with the California State University system wide policy, students, faculty, and staff must be fully vaccinated against COVID-19 or provide a valid medical or religious exemption in order to access campus. Individuals are considered fully vaccinated for five months after their final dose of a two-dose COVID-19 vaccine or for two months after receiving the only dose of a single-dose vaccine. Afterward a COVID-19 booster is required to continue to be considered fully vaccinated.

The individual hired into this role will be required to submit their completed vaccination documentation to the university's secure online health portal prior to beginning work. Individuals with an approved medical or religious exemption on file with the university will be required to participate in SDSU's COVID-19 testing program.

Supplemental Information

Initial review of the required application materials, including cover letters and resumes, will begin on July 6, 2022. To receive full consideration, apply by July 5, 2022. The position will remain open until filled.

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.

San Diego State University is not a sponsoring agency for staff or management positions (e.g., H-1B visa). Applicants must currently be authorized to work in the United States on a full-time basis. Offers of employment are contingent upon the presentation of documents that demonstrate a person's identity and authorization to work in the United States, which are consistent with the provisions of the Immigration Reform and Control Act.

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.

SDSU is a smoke-free campus. For more information, please click here.

SDSU is an equal opportunity employer and does not discriminate against persons on the basis of race, religion, national origin, sexual orientation, gender, gender identity and expression, marital status, age, disability, pregnancy, medical condition, or covered veteran status.

Applicants with disabilities and applicants who require assistance completing an application may contact Rachael Stalmann at rstalmann@sdsu.edu.

Closing Date/Time: Open until filled

Remote-eligible (Remote work is a type of flexible working arrangement that allows an employee to work from remote location)

No

Job Address

San Diego, California 92182 United States View Map