California State University

Type of Appointment: Full-Time, Probationary
Collective Bargaining Unit: California State University Employees Union – Unit 9
Job Classification: Information Technology Consultant
Classification Salary Range: $4,372 – $10,792 per month
Anticipated Hiring Amount: $4,500 – $5,100 per month
Work Hours: Monday – Friday 8:00 a.m. – 5:00 p.m.

Recruitment Closing Date: Open until Filled

THE DEPARTMENT
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 unit provides a client-facing, service-oriented environment in the delivery, support, and management of campus IT computing services, end-point devices, and technology-enhanced learning spaces. The department provides client technology services and support for university students, faculty, and staff. The unit consists of teams of information technology professionals providing a wide variety of technology support services to the campus academic and administrative divisions.

DUTIES AND RESPONSIBILITIES
Audio/Visual Presentation and Computing Support

Provides technical support, implementation oversight, and maintenance for all presentation services within classrooms, collaborative learning environments, and conference rooms supported by IT.
Performs setup, installation, maintenance, and troubleshooting of audio/video presentation solutions including projectors, display screens, DVD/VCRs, speakers, document cameras, multimedia controllers and switchers, microphones, smartboards, lecterns, wireless presentation devices, and other technology commonly used in classroom and conference room environments.
Configures, maintains, monitors, and manages presentation system equipment, lecterns and podiums, smart classrooms environments and centralized control systems (e.g., Extron)
Provides lectern computer support, imaging, deployment, updates, configuration, and maintenance. Installs new or updated software applications as needed or requested. Provides support for both Windows and Apple operating systems.
Coordinates and communicates with faculty members and other college administrative personnel in addressing and resolving classroom presentation technology concerns. Provides in-room audio/visual presentation training for faculty and staff members as requested.
Controls, maintains, schedules, and transports portable audio/video equipment delivering computer/presentation carts and sound systems to classrooms and campus event locations.

Common Operational Responsibilities

Assists with the daily operations of the department’s service tickets. Provides assistance as directed to assist in completing projects, meeting deadlines and supporting the department’s overall technical support activities.
Notifies the manager of any interruption in service or changes to normal operating procedures. Communicates with other managers, faculty, and staff in regard to problems associated with IT service, data, or security.
Maintains records and inventory of IT equipment and software. Ensures that IT service requests are submitted and managed through the IT ticket tracking system. Uses the IT ticketing system to respond to requests and closes tickets promptly.
Evaluates and makes suggestions to improve administrative and technical support services. Keeps up to date with new technologies and tools relevant to supported user groups and responsibilities.
Provide work guidance, training, direction, and scheduling oversight for IT student assistant workers.
Maintain communication with team members in addressing and responding to all user requests. Ensure contact availability extends to various campus locations (working in the field vs office).
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.
Provides technical training and documentation on behalf of IT. Serves as an IT escalation point for student assistants.
Serves on committees, attends, and participates in departmental and campus meetings/events/activities.
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 assigned tasks and responsibilities at the discretion of the department HEERA manager.

QUALIFICATIONS

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.

Functional knowledge of the specialty area demonstrated by an understanding and use of advanced principles and theories; ability to integrate work related knowledge to address problems; demonstrates competency in applying standard and non-standard technology applications and exploring and adapting changing technology, independently applies technical judgment; recognizes problems, uses reasoning and logic to establish possible causes, interprets and applies theories and principles, generates alternative solutions, implements a plan of action for the best resolution; develops solutions where precedents do not always exist. Ability to be proactive, anticipate outcomes and consequences of different approaches and making modifications to action plans; demonstrates competence at interpreting and communicating information; demonstrates reflective listening skills when working with others; assists other in completing assignments and provides work direction and training to others on new skills and procedures, ability to plan and work on shared projects.

PREFERRED QUALIFICATIONS

Extensive experience and expertise providing technical support, troubleshooting and deployment for audio/visual presentation solutions, technology-enhanced classrooms, conference rooms, computer workstations and local area networks.
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).
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.
Effective communication skills and demonstrated ability to communicate with technical and nontechnical users.
Experience in a university IT support environment.
Experience with computing device management methodologies, tools, and best practices including SCCM, KACE, and JAMF.
Experience with audio/visual technologies including Extron device programming and design, wireless presentation solutions (Mersive Solstice), and HDBaseT implementations.

COVID-19 Vaccination
CSU requires faculty, staff, and students who physically access campus facilities or programs to be fully vaccinated against COVID-19, which includes obtaining a COVID-19 booster dose, or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. See policy at https://calstate.policystat.com/policy/11030468/latest.

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/.

Background Check
Satisfactory completion of a background check (including a criminal records check) is required for employment. Cal Poly Pomona 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 Cal Poly Pomona employee who was conditionally offered the position. See policy at https://www.cpp.edu/eoda/employee-labor//documents/employment-policies/hr2017-17.pdf.

I-9: Employment Verification
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/.

Smoking
Cal Poly Pomona is a smoke and tobacco-free campus. See policy at https://calstate.policystat.com/policy/6591951/latest/.

Clery Act
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.

Reasonable Accommodation
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at [email protected]. More information is available at: https://www.cpp.edu/eoda/employee-labor//access-accommodations/index.shtml.

EEO
Cal Poly Pomona is an Equal Opportunity, Affirmative Action Employer. The university subscribes to the pay transparency nondiscrimination provision and all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and covered veteran status. More information is available at: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf and at https://www.cpp.edu/eoda/employee-labor/documents/aa-eeo-doc/policy-statement_2022-aap-for-california-state-polytechnic-university-pomona_confidential_20220127.pdf.