Information Technology Consultant

Fresno State•Fresno, CA

10d

About The Position

Each Technology Support Specialist - Level 1 (TSS-1) is typically an entry-level professional who utilizes an understanding of information technology principles and the application of maintenance and troubleshooting practices to resolve technology support issues. Normally operates under established guidelines to deliver day-to-day objectives or narrowly defined components of projects. The position works closely with other Technology Support Specialists (TSS) and provides tiers 1 & 2 support to faculty, staff, and students for a college, school, or division as directed. TSS-1 assists the Lead TSS in on-site support and responds to the end-user IT service needs of faculty, staff, and students. The TSS-1 works in conjunction with the Technology Services Service Desk and second-level support teams to meet these needs in the most effective manner. The TSS-1 works under the general direction of the Manager of Technology Support Services and may also receive direction from a Lead IT Liaison. The TSS-1 shall work directly with the Lead TSS to gain the knowledge, skills, abilities, and experience needed to be fully proficient in performing most or all the duties in the area they are assigned. The goal of the TSS-1 is to gain knowledge, skills, and abilities like those of the TSS-2. TSS-1 provides first contact resolution, on-site support, and works with the response of central IT resources and Lead TSS to meet the IT needs of colleges, schools, and divisions. These staff members serve as technical support to faculty and staff on software and hardware relevant to the specific mission of the organizations they serve. TSS-1 will seek to deliver IT services in a manner aligned with the priorities and practices of the colleges, schools, and divisions they serve, with best practices defined by Technology Services, in conjunction with the Technology Services strategic plan and university strategic plan. TSS-1 works both as members of a team supporting the colleges, schools, and divisions, and performs work identified and outlined by Lead TSS. They participate with colleagues in defining best practices and use centrally-provided tools and procedures to improve the efficiency and effectiveness of IT service delivery. The TSS-1 employee shall allocate priority and time to the duties defined below based upon direction from their lead or manager to whom this employee reports. The Lead TSS will communicate these priorities and time allocation daily, weekly, or monthly – whatever is deemed appropriate by the ITL.

Requirements

Knowledge of : Service management tools for tracking Incidents, Service Requests, Problems, and Changes.
Applications: campus standard applications.
Operating Systems: Microsoft Windows 10 and later versions, including Active Directory, Apple Macintosh OS 10.x and later versions.
Hardware: Intel PC systems, Apple Macintosh systems.
Connectivity and network administration tools used (e.g. Ping, telnet, etc.) in fixed-wire, broadband, and wireless connections.
Copyright laws and industry standards.
Skill/Ability to: Strong customer service skills and proactive, customer-focused attitude.
Excellent communication (verbal and written), particularly telephone and email skills.
Excellent interpersonal skills.
Strong interpersonal and influencing skills with the ability to engage with different levels of campus hierarchy.
Proficiency in using standard campus applications, desktops, and laptops.
Coordination and implementation of data exchanges and conversions.
Independently apply technical judgment to both standard and non-standard applications and systems, integrate multiple applications to match user and business process needs, and use systems to provide solutions to a wide range of common business problems.
Provide strong fault isolation and problem-solving.
Initiate and manage multiple tasks and projects under competing deadlines and maintain flexibility in response to constantly shifting priorities.
Equivalent to a bachelor’s degree in a related field. Relevant education and/or experience that demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.
One year of experience in a customer support environment supporting technical services.

Nice To Haves

3 years’ experience in a customer support environment supporting technical services for a large organization.
Experience within higher education or public sector service with an IT focus.
ITIL Foundation Certification, desirable or relevant experience in an ITIL environment.
Any CompTIA or similar certifications.
Knowledge of: Systems design and technology integration techniques.
Data administration principles and techniques.
Abilities: Demonstrated ability to apply consulting skills to assess user needs and provide appropriate solutions in cooperation with colleagues to resolve user problems and meet discipline-specific needs.
Support multimedia/video productions.
Support Database administration for MySQL, SQL Server, and/or Oracle.
Support System, database, and network maintenance (wired and wireless).
Support for software applications.