Position Information
This is a full-time, temporary position.
** Successful candidates in these temporary appointments may be appointed from a few days up to one year depending on the assignment. Temporary appointments must end on or before the end of the fiscal year (June 30th of the following year), with the possibility of renewal.
Conditions of Employment
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 CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information.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.
The California State University (CSU) is committed to safeguarding the health and well-being of our students, faculty, staff, administrators, and the communities we serve, as well as maintaining higher education access and attainment for our students, as such, we embrace a comprehensive strategy designed to reduce the likelihood of transmission of the COVID-19 virus. The CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption if eligible. Any candidate advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at CSU Vaccination Policy. Questions about the COVID-19 Vaccination Policy may be sent to [email protected].
Application Deadline & Salary Information
The application deadline is: Tuesday, September 13, 2022.
The salary range for this classification is: $3,470 – $6,681 monthly.
Major Duties
Under the general supervision of the Director for Service Management, the incumbent will provide technical computing support to faculty, staff, and administration for applications software, Windows and Apple operating systems, and client connectivity software. The incumbent will diagnose hardware and software problems and perform corrective action to resolve them, install, configure, and test new PC and Mac computers, iPads, and peripherals, configure workstations, Laptops, and printers for connectivity to the campus network, and enter detailed information on call resolution in the call tracking or ticketing system database. The incumbent will have knowledge of virtual desktop infrastructure, and remote access applications, such as managing Engine and BeyondTrust. The incumbent will work in a team environment and should be highly skilled at working on a variety of Apple hardware, software, and apps.
Qualifications
Required Education and Experience:
Bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or four years of similar certified coursework in technical training and/or experience.
Preferred Qualifications
Education: Continuing education/professional training classes in new Windows OS, Apple products, and Microsoft Office applications.
Experience working in a higher education environment is preferred.
Preferred Specialized Skills and Abilities: Creating a knowledge base technical documentation for future reference using cloud-based applications such as Dropbox, OneDrive, Goggle Doc, etc.
Required Knowledge, Skills, and Abilities)
Ability to evaluate existing and proposed systems and recommend upgrades and/or modifications. Knowledge of applications programming techniques and procedures. Understanding of job control and production procedures with an ability to troubleshoot and isolate production problems and application code. Ability to research and survey new products and/or releases, such as productivity tools. Ability to establish and document operations procedures. Knowledge of network operating system and network architecture, configuration, and protocols. Knowledge of client-server technologies.
Responsibilities
60% Assign and/or resolve tickets in the Tech checkout queue using Service Now (SN), emails, voicemail, and walk-ins. Enter detailed information for incident tickets and resolutions in the ticket tracking system. Check the new request coming in SN and voicemail throughout the day for new device requests and other related tickets regarding the checkout and distribution process. Close tickets promptly and refer issues to the manager or escalate to other IT teams. Assisting in providing technical support in person at the distribution center and over the telephone and via remote connection and an email to faculty, staff, administrators, and students on standard campus application software and hardware. Provide technical support on Windows, Apple products and virtual desktop infrastructure operating systems, and client connectivity software for on and off-campus and the virtual environment, network, and email access. Assisting in diagnosing hardware problems, performing corrective action and image devices, and resolving or arranging for repair. Connect devices to the campus network for remote access, such as Global Protect VPN and troubleshoot and resolve connectivity problems. Writing documentation for users on how to access and use devices. Assist in managing Apple products, using JAMF to keep track of all Apple assets through Apple MDM. Cleaning the tech checkout area from sensitive information and putting back all the devices in a secured area at the close of business. Enter and maintain the IT asset inventory for the Device Tech Checkout Program. Assisting with the IT Asset Control team to keep track of the distribution of our technology assets and the contract agreement and return policy. Participating in project meetings for feedback and perhaps new ideas. Report available inventory quantities of each type of device item to the Supervisor weekly/monthly for restocking/replacing, and sometimes on the spot. Assisting with rollout devices program when it’s needed. To prepare and IT Image and rollout devices for pickups.
25% Assist in completing operational functions related to the campus checkout and rollout program. Examples include but are not limited to: Verify eligibility for a ticket or email requests for loaner and rollout devices for currently enrolled students (CES), current full-time (F/T) staff, current full-time faculty or new hires/roles, or existing employees. In case of rollout, determine if the F/T staff, F/T faculty, or new hire/role is replacing someone who already received devices or is this a completely new position with no devices. Determine what device(s) the F/T staff, F/T faculty, or new hire/role qualifies for (OS and new vs. upgraded device) Configure loaner or rollout laptops for individual user deployment. Ensure the ticket is created through the Techchekout website; also, at the time of pickup, make certain the contract agreement is signed and executed. In case of employee separations, update the asset/inventory list for employee clearances. Upon receipt of clearance notices, communicate with HR to identify devices that need to be returned. Wipe and/or re-image devices or arrange tasks to be performed by Desktop Services. Place returned devices back into the inventory control area Update the asset/inventory list
10% Assist in instructional documentation for campus services implemented in the ServiceNow Knowledge Base or IT campus websites/publications.
5% Other additional duties assigned by the supervisor may include participation in large campus-wide projects involving working with various individuals or departments.
Closing Statement
California State University, Dominguez Hills, is strongly committed to achieving excellence through a diverse workforce.
California State University Dominguez Hills 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. For more information or definition of these terms, please visit:
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
Individuals with disabilities requesting accommodations under the Americans with Disabilities Act (ADA) may call the Human Resources Office at (310) 243-3771.
Clery Act crime statistics for CSUDH are available at https://www.csudh.edu/dhpd/clery/crime-stats/ , or by calling University Police at (310) 243-3639. Upon appointment, all candidates must furnish proof of eligibility to work in the U.S.
The California State University is Smoke and Tobacco Free. Smoking, Vaping and other Tobacco use are Not Permitted anywhere on University property. Education Code 42356, CCR Title 5, Article 9
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