Executive Technology Support Specialist II

California State University•Fullerton, CA

2d•$5,787 - $8,430•Onsite

About The Position

Under general supervision, the Executive Technology Support Specialist II provides professional, high-touch technical support and consultation for university executive leadership and other designated executive users and locations. Primary areas of support include the President's Office, the official University President's residence (EDR), Vice President offices, and other individuals, offices, meetings, events, or locations designated for executive technology support. The position serves as a primary technical point of contact for assigned executive users and independently diagnoses, troubleshoots, and resolves complex hardware, software, connectivity, mobile device, peripheral, printing, audio/visual, conferencing, collaboration, and other technology-related issues. Works closely with IT Help Desk, Classroom Technology, Infrastructure Services, Information Security, Enterprise Applications, Accessible Technology, and other campus technology teams to ensure reliable, secure, accessible, and effective technology services. Uses proficient and in-depth troubleshooting techniques and exercises judgment in determining appropriate solutions, coordinating with specialized Information Technology teams when escalation or additional expertise is required. The Executive Technology Support Specialist II evaluates technology needs within assigned executive offices and spaces; configures, deploys, maintains, and supports technology equipment and applications; and provides technical guidance regarding appropriate equipment, configurations, setup, and deployment. The position helps ensure technology readiness for high-visibility meetings, presentations, events, and executive activities and may lead small or specialty technology support projects involving executive offices and designated executive environments. The position develops support documentation, procedures, and quick-reference materials and provides individualized technical guidance and training to executive users and administrative staff. Because the position supports high-profile offices and environments, the Executive Technology Support Specialist II must exercise discretion, maintain confidentiality, protect sensitive information and technology resources, and provide responsive and professional service while adhering to university information security, privacy, accessibility, and technology standards. Other duties as assigned.

Requirements

Equivalent to a bachelor's degree in a related field and two 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.
Under general supervision, provides professional technical support and expertise.
Diagnoses and resolves complex hardware and software issues.
Manages less complex technology support projects.
Provides guidance and training to users and technology support staff.
Utilizes proficient and in-depth troubleshooting techniques.
Works independently on most day-to-day assignments with general supervision on new assignments or projects to ensure alignment with objectives.
Handles multiple work priorities and is accountable for own work results.
Strong knowledge and expertise in hardware and software troubleshooting.
Knowledge of network connectivity, server administration, and system troubleshooting.
Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technology support.
Strong organizational skills to plan, organize, and manage technology support delivery and complete related small projects.
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.
Knowledge of university policies, data needs, and data privacy regulations.
A background check (including a criminal records check) must be completed satisfactorily and is required for employment.
Valid California driver’s license.

Nice To Haves

Experience providing advanced technical support to executive leadership, senior administrators, or other high-touch/high-visibility users.
Experience supporting a broad range of endpoint technologies, including desktop and laptop computers, mobile devices, printers, peripherals, collaboration platforms, video conferencing, and presentation technology.
Experience diagnosing hardware, software, application, network connectivity, and audiovisual or conferencing issues in time-sensitive environments.
Experience coordinating technology deployments, equipment refreshes, office relocations, meeting-room technology, or other small technology support projects.
Experience creating technical documentation and providing one-on-one technology training or guidance to users with varying levels of technical expertise.
Experience working in a higher education or similarly complex organizational environment.
Demonstrated ability to provide responsive, professional, discreet, and customer-focused technical support while managing multiple competing priorities.

Responsibilities

Provides professional, high-touch technical support and consultation for university executive leadership and other designated executive users and locations.
Serves as a primary technical point of contact for assigned executive users.
Independently diagnoses, troubleshoots, and resolves complex hardware, software, connectivity, mobile device, peripheral, printing, audio/visual, conferencing, collaboration, and other technology-related issues.
Works closely with IT Help Desk, Classroom Technology, Infrastructure Services, Information Security, Enterprise Applications, Accessible Technology, and other campus technology teams to ensure reliable, secure, accessible, and effective technology services.
Uses proficient and in-depth troubleshooting techniques and exercises judgment in determining appropriate solutions, coordinating with specialized Information Technology teams when escalation or additional expertise is required.
Evaluates technology needs within assigned executive offices and spaces.
Configures, deploys, maintains, and supports technology equipment and applications.
Provides technical guidance regarding appropriate equipment, configurations, setup, and deployment.
Ensures technology readiness for high-visibility meetings, presentations, events, and executive activities.
May lead small or specialty technology support projects involving executive offices and designated executive environments.
Develops support documentation, procedures, and quick-reference materials.
Provides individualized technical guidance and training to executive users and administrative staff.
Exercises discretion, maintains confidentiality, protects sensitive information and technology resources, and provides responsive and professional service while adhering to university information security, privacy, accessibility, and technology standards.