Information Technology Liaison

Fresno State•Fresno, CA

8d•Onsite

About The Position

The Technology Support Specialist II (TSS-2) serves as the primary on-site IT support for faculty and staff within an assigned college, school, division, or area. This role acts as the designated liaison between end-users and Technology Services resources, providing first-contact resolution, on-site consultation, and coordinating central IT resources to meet technology needs. The TSS-2 functions as a technical advisor on relevant software and hardware, aligning IT service delivery with the priorities of the assigned area, best practices defined by Technology Services, and campus strategic plans. This position involves both independent work and collaboration with colleagues to define best practices and improve IT service delivery efficiency. Occasional after-hours and weekend work may be required.

Requirements

Knowledge of Service Management Tools (e.g. TDX) for tracking Incidents, Requests, Problems, and Changes.
Knowledge of Operating Systems: current Apple Macintosh OS, Linux, Microsoft Windows OS (workstation and server) versions, IOS and other applicable tablet operating systems.
Knowledge of Hardware: Intel PC systems, Apple Macintosh systems, iPad, Surface, and other applicable mobile computing devices.
Knowledge of Desktop management tools for imaging, configuration management, and policy enforcement (ME).
Knowledge of campus standard applications.
Knowledge of Connectivity and network administration tools (Ping, Telnet, DNS, DHCP) for fixed wire and wireless connections.
Knowledge of Data administration principles and techniques.
Ability to comprehend and apply copyright laws and industry standards.
Strong customer service skills and proactive, customer-focused attitude.
Ability to communicate effectively (verbal and written), particularly using telephone and email.
Strong fault isolation and problem-solving skills.
Ability to perform multiple tasks and work according to procedures.
Strong interpersonal and influencing skills with ability to engage with different levels in the organization.
Proficient use of standard campus applications, desktops, and laptops.
Ability to communicate in a timely manner with area constituents and keep the manager aware of any issues that could have a negative impact.
Equivalent to a bachelor's degree in a related field.
Two years of experience in direct customer support related to technical services or related experience.

Nice To Haves

4 years' experience in direct customer support related to technical services.
Experience in higher education or public sector service with an IT focus.
ITIL Foundation Certification, desirable or relevant experience in an ITIL environment.
Knowledge of Microsoft Group Policy Objects and Active Directory.
Knowledge of Application Deployment Methods and Tools.
Knowledge of Scripting languages such as WSH, PowerShell.
Ability to perform system, database, and network maintenance tasks.

Responsibilities

Act as the designated area liaison and interface between faculty and staff and Technology Services resources.
Provide primary on-site IT service to employees in assigned colleges, schools, or divisions.
Work in conjunction with the Technology Services Service Desk and second-level support teams.
Provide first contact resolution for end-user IT service needs.
Offer on-site consultation and coordinate the response of central IT resources.
Serve as technical advisors to faculty and staff on relevant software and hardware.
Deliver IT services aligned with the priorities and practices of assigned areas, Technology Services best practices, and campus strategic plans.
Participate with colleagues in the definition of best practices.
Use centrally provided tools and procedures to improve IT service delivery efficiency and effectiveness.
Perform other related duties as assigned.