Campus Technology Trainer

California State University, Bakersfield•Bakersfield, CA

3d•Onsite

About The Position

Information Technology Services (ITS) at CSU Bakersfield is the central IT organization, responsible for computing, infrastructure, telecommunications, and support for the university's academic, research, and business activities. Under the general supervision of the Director of Academic Technology and ITS Grants, the Campus Technology Trainer applies professional technical support knowledge to design, develop, and deliver enterprise technology training for centrally supported applications as part of the university’s Digital Transformation initiatives. This includes applications such as AdobeSign, Common Financial System, Data Warehouses, Excel (including advanced features like pivot tables), and processes like ProCard reconciliation and Procure to Pay. The role supports institutional goals to enhance the effective use of campus technologies, improve user proficiency, and reduce Service Center ticket volume through proactive training and user enablement. The Campus Technology Trainer independently manages training operations, creates campus-specific instructional materials, and supports system implementation efforts to ensure effective adoption and utilization of institutional software platforms. They provide consultative guidance to faculty, staff, and student employees on the functional use of enterprise systems, manage related training workflows and web resources, and perform functional configuration and user administration for designated platforms. The position also identifies and escalates complex technical issues as needed, acting as a liaison between end users, technical teams, and vendors to ensure service quality, accessibility compliance, and continuous improvement.

Requirements

Equivalent to a bachelor's degree in a related field and two (2) years of relevant experience.
Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.
An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
Possession of a valid driver’s license or the ability to obtain by date of hire.
Regular and reliable attendance is required.
Strong knowledge and expertise in hardware and software troubleshooting.
Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technological support.
Strong communication and interpersonal skills with the ability to present technical information to technically diverse audiences in a clear and concise manner and produce technology education materials.
Strong analytical skills to evaluate technology and configure and deploy systems updates.
Skill in providing direction and training to others.
Proficiency in using applicable software or technology systems.
Ability to efficiently and successfully support and train on enterprise software applications and common end-user computing environments in a higher education setting.
Knowledge of technology training principles.
Knowledge of accessibility standards (Section 508/WCAG) as applied to digital instructional materials.
Knowledge of service management practices and use of ticketing systems (e.g., ServiceNow) for documenting and tracking requests.
Willingness to learn and utilize AI-assisted tools in daily support workflows, including AI-enhanced troubleshooting, ticketing, and communication tools, in accordance with ITS policies and procedures.
Knowledge of CSU data privacy and information security expectations as they relate to instructional materials and user data.
Ability to deliver clear, organized, and engaging instructor-led and virtual training sessions to audiences with varying levels of technical proficiency.
Ability to translate technical system functionality into clear instructional materials, including user guides, and knowledge base articles.
Ability to identify recurring support trends and incorporate findings into improved training content and delivery methods.
Ability to configure user roles and basic settings within supported training-related platforms (e.g., video hosting systems).
Working knowledge of video hosting or media management platforms.
Exercise sound judgment in determining when to resolve issues within the scope of training versus escalating to technical or functional experts.
Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
Excellent communication skills; ability to effectively communicate information in a clear and understandable manner.
Thorough knowledge of English grammar, spelling, and punctuation.
Ability to interpret, communicate and apply policies and procedures.
Ability to maintain a high degree of confidentiality.
Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
Working knowledge of or ability to quickly learn University infrastructure.
Must be willing to travel and attend training programs off-site for occasional professional development.
Must be able to work overtime, occasional holidays, and adjust working hours to meet special jobs.
May be called back periodically to perform work as needed on an emergency basis.

Nice To Haves

Professional experience providing technology training, end-user technology support, or technical consultation in a higher education or comparable organizational environment.
Experience administering a video hosting or media management platform.
Familiarity with enterprise systems such as Learning Management Systems or data reporting platforms.
Familiarity with AI-assisted IT support tools or AI-enhanced service delivery technologies.
Experience tracking attendance metrics and analyzing training impact on support trends.
Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.

Responsibilities

Independently design, develop, and deliver instructor-led, virtual synchronous, and asynchronous training to staff, faculty, and student workers for centrally supported enterprise software platforms such as AdobeSign, Common Financial System, Data Warehouse, Excel, etc.
Facilitate a recurring schedule of training sessions (targeting a minimum of three per month), including onboarding for new users and intermediate/advanced topic offerings.
Provide baseline operational instruction for supported enterprise applications, escalating more complex specialty, departmental, research-specific, or independently procured system needs to appropriate individuals as needed.
Respond to real-time user questions during training sessions, demonstrating relevant advanced features (e.g., reporting functionality, workflow tools) and applying consultative teaching techniques.
Customize vendor-provided materials into campus-specific instructional guides and reference documentation aligned with institutional workflows.
Ensure all training materials and delivery modalities comply with CSU accessibility standards (Section 508/WCAG).
Identify and escalate system-level configuration or technical issues beyond training scope to appropriate functional or technical staff for resolution.
Design and deliver training on the effective use of approved AI-assisted tools for troubleshooting, solution identification, and response drafting, ensuring alignment with ITS procedures, service standards, and data handling guidelines.
Develop and maintain campus-specific instructional materials and reference guides for AI-assisted tools and workflows, including best practices, limitations, and appropriate use cases.
Serve as the designated training representative on project teams implementing new or upgraded centrally funded applications.
Develop and coordinate training rollout plans and user communications associated with system go-live activities.
Assess user readiness, identify adoption barriers, and recommend improvements to support platform uptake and effective use.
Create and deliver train-the-trainer resources when appropriate to support distributed adoption.
Update training materials and resources to reflect final systems configurations and improvement post-deployment.
Represent and provide end-user perspectives during implementation discussions to support usability and adoption.
Support the rollout and adoption of AI-assisted technologies by developing training strategies, creating user guidance, and aligning training delivery with system implementation timelines and operational needs.
Independently manage operational processes supporting campus technology training delivery and related service workflows.
Utilize the ITS ticket management system to receive, document, prioritize, and track training requests and consultation activities.
Maintain accurate records of communications, actions taken, and resolution status in accordance with ITS service standards.
Develop and maintain electronic request and registration workflows (e.g., Kuali forms) to support training intake, scheduling, and participant tracking.
Administer and maintain the ITS training website, ensuring accurate, current information regarding centrally funded software training offerings, schedules, and resources.
Manage the ITS training calendar, coordinating course scheduling, registration processes, and updates related to system changes or new offerings.
Analyze recurring training requests or support trends to inform and recommend updates to documentation and delivery methods.
Collaborate with campus partners, including the Faculty Teaching and Learning Center and other administrative units, to coordinate training efforts, avoid duplication, and align offerings with institutional priorities.
Ensure that published training information and associated workflows comply with CSU accessibility, data privacy, and information security standards.
Evaluate the effectiveness of AI-related training and tool adoption by gathering user feedback, identifying skill gaps, and recommending updates to training materials, workflows, and support practices.
Provide technical administration of the enterprise video hosting system (i.e. Panopto), including configuration, user role management, and access permissions.
Configure system settings as needed to support recording, storage, and delivery of training content.
Ensure captioning and delivery formats meet accessibility and compliance standards for published video content.
Monitor service usage analytics, identify trends affecting training consumption or adoption, and serve as liaison with vendor for service coordination including escalations, upgrades, or issue resolution.