Computer Resources Technician (Technology Support Specialist III), Jack H. Brown College, Deans Office

CSU Careers•San Bernardino, CA

13h•Onsite

About The Position

The Computer Resources Technician (Technology Support Specialist III) in the Jack H. Brown College of Business and Public Administration Dean’s Office works independently under general supervision and serves as the direct customer interface for faculty, staff, and students. The role provides guidance on existing and emerging technologies in a complex computing environment and independently applies advanced knowledge to diagnose and resolve hardware, software, networking, audio/visual, and other technology issues. It supports installation, configuration, maintenance, and deployment of computers, mobile devices, printers, classroom technologies, and lab technologies throughout the college. The position coordinates technology support and projects, helps faculty use online technologies and digital course content, and promotes self-sufficiency with instructional technology. It maintains technology systems, applications, databases, and asset records; supports technology-enabled spaces; recommends and evaluates technology solutions; and coordinates procurement, budgets, repairs, and replacements. The role collaborates with campus IT professionals, faculty, and other personnel to support the college’s instructional, operational, and research needs. This is a full-time, exempt, probationary position. During the academic year, the schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with some evenings and weekends. The summer schedule is Monday through Thursday, 7:00 a.m. to 5:30 p.m., with some evenings and weekends. Employees must reside in California upon their date of hire. A satisfactory background check is required. The employee is a mandated reporter and must verify authorization to work in the United States.

Requirements

Equivalent to a bachelor’s degree in a related field and four years of relevant experience; additional experience demonstrating the required knowledge and abilities may substitute for education year for year, and an advanced degree in a related field may substitute for experience year for year.
Advanced knowledge and expertise in hardware, software, and network troubleshooting, including experience with enterprise-level systems and applications.
Competence independently applying advanced judgment to support enterprise IT solutions.
Advanced project management skills and the ability to manage multiple projects, initiatives, and deadlines simultaneously.
Advanced communication and interpersonal skills to make recommendations and persuade stakeholders and management regarding technology support.
Analytical skills to understand problems broadly, identify underlying principles, and develop strategic solutions.
Advanced skill in providing work direction, training, and mentoring to others.

Nice To Haves

Experience administering or supporting an Enterprise Service Management platform such as ServiceNow.
Proficiency with endpoint management technologies, including Microsoft Intune, SCCM, and Jamf.
Advanced experience supporting desktop computing, endpoint management, operating systems, hardware, enterprise applications, networking, and complex technical troubleshooting.
Strong attention to detail and ability to meet deadlines and project milestones.
Strong interpersonal, communication, and customer service skills.
Previous professional experience in a higher education environment.
Experience supporting and maintaining classroom, conference room, and audio/visual technologies.
Working knowledge of server administration, system maintenance, patching, security practices, backups, and lifecycle management.
Experience with Microsoft 365, including Teams, collaboration tools, identity management, and cloud-based productivity services.
Ability to assess organizational needs and translate strategic objectives into technology solutions aligned with university architecture, security, governance, and service standards.
Strong analytical, organizational, communication, documentation, project planning, and problem-solving skills, including ability to communicate effectively with technical and non-technical audiences.

Responsibilities

Coordinate technology support for faculty, staff, and students.
Troubleshoot complex hardware and software issues involving computers, laptops, printers, tablets, mobile devices, and other technology equipment.
Diagnose technology issues in classrooms, labs, and other university facilities.
Assist faculty with online technologies and digital course content, and help faculty become more self-sufficient with instructional technology.
Provide technical support in person, virtually, by phone, email, and through ticketing systems.
Design, maintain, and document technology support processes.
Install, update, configure, maintain, and deploy computers and other technology.
Install and maintain advanced audio/visual presentation systems.
Maintain system applications and databases.
Maintain accurate technology asset records, including inventory, warranties, and service agreements.
Coordinate equipment repairs and replacements.
Create user guides, support documentation, and FAQs.
Stay current on emerging technologies and industry developments.
Plan, coordinate, and implement technology projects.
Support the instructional, operational, and research needs of the college.
Design technology-enabled spaces and evaluate current and future technology solutions.
Forecast future technology needs and coordinate technology needs throughout the college.
Collaborate with IT professionals, faculty, campus personnel, and campus departments to develop technology solutions, including solutions supporting research.
Research, recommend, and help procure appropriate hardware and software.
Provide guidance on emerging technology trends, standards, and purchasing decisions.
Recommend computer equipment and software configurations to leadership, faculty, and staff.
Prepare and submit technology budget requests, administer assigned technology budgets, and coordinate technology-related expenditures.
Perform other classification-related duties as assigned.