Information Technology Liaison

Fresno State-posted 7 days ago
Full-time • Mid Level
Fresno, CA
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Technology Support Specialist II (TSS-2) acts as the designated area liaison and interface between the faculty and staff of the college, school, division, or area assigned, and Technology Services resources and staff. The TSS-2 is the primary on-site presence responding to the end-user IT service needs of employees in the college, school, or division they are assigned to support. The TSS-2 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-2 works under the general direction of the Manager of Technology Support Services and may receive instructions from a Lead TSS working in a Lead role. The TSS-2 shall possess the experience to be fully proficient in performing most or all the duties of their position. TSS-2 provides first contact resolution, on-site consultation, and coordinates the response of central IT resources to meet the technology needs of colleges, schools, and divisions. These staff serve as technical advisors to the faculty and staff on software and hardware relevant to the specific mission of the organizations they serve. TSS-2 seeks 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, and with the Technology strategic plan and campus strategic plan. TSS-2 works both as members of a team supporting the colleges, schools, and divisions, and performs work independently. They participate with colleagues in the definition of best practices and use centrally provided tools and procedures to improve the efficiency and effectiveness of IT service delivery. There may be times when after-hours and weekend work may be required. Other related duties may also be assigned. The employee shall allocate priority and time to the duties defined below based upon direction from the manager or lead to whom this employee reports. The manager/lead will communicate these priorities and time allocation at least annually and when necessary.

  • Knowledge of: Service Management Tools (e.g. TDX) for tracking Incidents, Requests, Problems, and Changes.
  • Operating Systems: current Apple Macintosh OS, Microsoft Windows OS (workstation and server) versions. IOS and other applicable tablet operating systems.
  • Hardware: Intel PC systems, Apple Macintosh systems, iPad, Surface, and other applicable mobile computing devices.
  • Desktop management tools for imaging, configuration management, and policy enforcement (ME).
  • Applications: campus standard applications.
  • Connectivity and network administration tools (Ping, Telnet, DNS, DHCP) for fixed wire and wireless connections.
  • Data administration principles and techniques.
  • Abilities: Strong customer service skills and proactive, customer focused attitude.
  • Effectively communicate (verbal and written) particularly using telephone and email.
  • Strong fault isolation and problem solving.
  • 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.
  • Communicate in a timely manner both with area constituents and to be able to keep the manager aware of any issues that could have a negative impact that should be communicated to the CIO.
  • Ability to comprehend and apply copyright laws and industry standards.
  • 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.
  • Additional 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.
  • An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
  • 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.
  • Application Deployment Methods and Tools.
  • Scripting languages such as WSH, PowerShell.
  • Abilities: Perform system, database, and network maintenance tasks.
  • medical, dental and vision plans
  • membership in the California Public Employees Retirement System (CalPERS)
  • sick and vacation time
  • 15 paid holidays a year
  • fee waiver education program
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