Job Summary
The Desktop Support Specialist is a key member of the Unified Technology Support organization, which provides desktop and customer support services for Division of Information Technology supported customer groups. The incumbent is responsible for resolving support requests from customers.
This position provides functional administration of enterprise systems including email, listserv, Active Directory, campus print servers, and Mobile Device Management (MDM) tools. Performs customer support services including maintaining computing hardware and software systems by ensuring system proper system functionality, software updates, and resolving technical issues including Campus Computing Account issues. Diagnose, troubleshoot and resolve technical problems, which may include training, consultation, and technical/end-user documentation. The incumbent works in a dynamic, fast-paced environment to provide service in-person, on-line (chat, email, etc.), over the phone, through help desk tickets, and self-service.
Key Responsibilities
Customer support and advocacy- Monitor tickets, emails, and customer inquiries and ensure incidents/requests are resolved in expected time frames.
Configure and deploy desktop PCs and software to end users: Install, configure, and maintain Windows and MacOS workstations based on DoIT approved standards.
Provide systems support for network resources: Create and configure network print queues as assigned by the UTS Lead.
Maintain library of documentation and inventory of assets: Maintain a document library of all servers, services and software supported by the UTS.
Test and evaluate desktop and software: As directed by the UTS Lead, test security updates prior to deployment to campus workstations.
Knowledge Skills and Abilities
Skilled at providing support on Windows 7, 8 and 10 desktop operating systems. Experience and proficiency in configuration and deployment of MacOS desktops and laptops. Experience in setting up and configuring Windows Server 2008 and 2012 OS. Familiarity with virtual technology such as VMWare and Hyper-V. Ability to install and maintain Windows workstations. Ability to configure Windows file and print services. Ability to provide desktop support to the division of Administration and Finance. Ability to write technical documentation, implementation plans, and end-user procedures. Ability to install and optimize network access clients, DHCP services, and interface adapters. Ability to install and configure email clients, Internet Browsers, and productivity software. Knowledge of TCP/IP protocols. Maintains professional appearance and demeanor.
Ability to communicate with an ethnically and culturally diverse campus community. Ability to follow all university policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures. Ability to contribute to a positive university experience for each and every student, and assist in achieving the university's commitment to a "vision of excellence."
Education and Experience
• Equivalent to a bachelor's degree in computer science, Information Systems, Educational Technology, Communications, or related technical field required.
• Two years of related experience preferred
Physical Summary
Medium work - Job involves lifting heavy-weight objects (20-40 pounds) and/or 20% - 40% of the job involves standing, squatting, kneeling, or walking. May require pushing or pulling objects within the weight limits.
Licenses / Certificates
A valid CA Driver's License required to driver University's electric cart.
Department
Information Technology Services Management & Operations
Classification
Information Technology Consultant - Foundation
Compensation
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.
CSU Classification Salary Range:The CSU Classification Salary Range for this position is $3,899- $7,506 per month.
Benefits
Excellent benefits through CalPERS (health, vision, dental), tuition fee waiver, generous vacation and sick leave, and 14 paid holidays each year.
Time Base
1.0 time-base, 40 hours per week.
Duration of Appointment
This is a probationary position.
Application Procedures
Click Apply Now to complete the CSULB Online Employment Application.
PLEASE FILL OUT THE APPLICATION COMPLETELY.It is important that all sections of the on-line application are filled out completely and accurately. Please include all relevant education and experience. Your application will be used to determine whether you meet the minimum qualifications for this position.
Additional Information
A background check (including a criminal records check) must be completed satisfactorily and 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.
CSULB is not a sponsoring agency for staff and management positions (i.e. H-1B Visas).
California State University Long Beach expects respectful, professional behavior from its employees in all situations. Acts of harassment or abusive conduct are prohibited. Demonstrated appropriate professional behavior, treating others with civility and respect, and refusing to tolerate abusive conduct is expected of all employees.
Equal Employment Statement
California State University Long Beach is an Affirmative Action/Equal Opportunity Employer that is strongly committed to promoting diversity in all areas of the campus community. We consider qualified applicants for employment without regard to age, physical or mental disability, gender or sex, genetic information, gender identity, gender expression, marital status, medical condition, nationality, race or ethnicity, religion or religious creed, sexual orientation, and veteran or military status.
Accommodations
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 ****** .
Out of State Employment Policy
California State University, Long Beach, as part of the CSU system, is a State of California Employer. As such, the University requires all employees upon date of hire to reside in the State of California.
As of January 1, 2022 theCSU Out-of-State Employment Policyprohibits the hiring of employees to perform CSU-related work outside the state of California.
