Information Technology Liaison

Fresno State•Fresno, CA

2d•Onsite

About The Position

Each TSS 4 acts as the liaison and interface between the faculty and staff of the areas they are assigned to and the Technology Services Division. The ITL works in conjunction with second-level support teams to meet these needs in the most effective manner. The TSS 4 works under the direction of the Manager/Director of Technology Support Services. The TSS 4 shall possess the experience of being fully proficient in performing most or all of the duties of their position. IT Liaisons provide on-site consultation and coordinate the response of central IT resources to meet the IT 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. IT Liaisons 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, and with the Technology strategic plan and campus strategic plan. IT Liaisons both work as members of a team supporting the colleges, schools, and divisions, and perform 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 work may occasionally be required. Technology Support Specialists at this level work almost completely independently on the most complex problems and work assignments. They possess an advanced and comprehensive knowledge of end-user computing technology and a working knowledge of related specialties and can apply this extensive expertise as a generalist or specialist. Experts are proactive and understand problems from a broad, interactive perspective and can develop solutions that combine information and ideas in new, unprecedented ways. Incumbents at this level are capable of leading teams and implementation efforts for assigned projects using advanced communication and listening skills. They understand the importance of emotional intelligence and practice this in their daily activities. They may be assigned to Lead roles where they provide directions to ongoing regular administrative, technical, or professional staff (this excludes student assistants). Lead work direction may include the full scope of responsibilities: evaluating and setting work priorities; scheduling and assigning work; reviewing work against standards and providing performance feedback; and determining training needs and training staff. The employee shall allocate priority and time to the duties defined below based upon direction from the manager to whom this employee reports. The manager will communicate these priorities and time allocation at least annually and when necessary. The TSS 4 operates at a very high level. They are a strategic thinker and organizationally aware. This position requires the highest level of integrity and personal and professional responsibility. They operate with a high degree of emotional intelligence. The span of work can and most likely will encompass programs and applications used across the campus. They are willing to take on new strategies and involve themselves in proof-of-concept activities and testing systems in anticipation of future department and/or college adoption. A technical leader with a high degree of knowledge in technology support and hardware/software configurations. Problem-solving frequently requires analysis of unique issues or problems without precedent and/or structure and new approaches, methods, techniques, or innovations. Responsible and accountable for conceptualizing project plans of substantial scope and impact and as well as ensuring successful delivery within scope, budget, and timeline.

Requirements

Knowledge of service management tools for tracking Incidents, Service Requests, Problems, and Changes.
Knowledge of campus standard applications.
Knowledge of Operating Systems: Microsoft Windows 10 and later versions, including Active Directory, Apple Macintosh OS 10.x and later versions.
Knowledge of desktop management tools for imaging, configuration management and policy enforcement (e.g. SCCM, JAMF, etc.).
Knowledge of Hardware: Intel PC systems, Apple Macintosh systems.
Knowledge of Connectivity and network administration for fixed-wire, broadband, and wireless connections.
Understanding of network commands (ping, telnet, etc.) and an understanding of DHCP, DNS, and how to troubleshoot issues related to them.
Knowledge of copyright laws and industry standards.
Knowledge of coordination and implementation of data exchanges and conversions.
Knowledge of data security principles.
Knowledge of Microsoft Active Directory security, GPO's and object management.
Strong customer-service-oriented skills in a fast-paced environment that is prone to change, preferably in a technology-related area and in higher education.
Excellent communication (verbal and written), particularly in telephone and email skills.
Strong characteristics of integrity, excellence, discretion, team-orientation, service-orientation.
Strong emotional intelligence (awareness of self, self-regulation, ability to bridge styles of others).
Excellent interpersonal and influencing skills with the ability to engage with different levels.
Proficiency using standard campus applications, desktops, and laptops.
Strong understanding of situational awareness.
Ability to independently apply technical judgment to both standard and non-standard applications and systems.
Ability to integrate multiple applications to match user and business process needs.
Ability to use systems to provide solutions to a wide range of common business problems.
Ability to provide strong fault isolation and problem solving.
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.
Ability to initiate and manage multiple tasks and projects under competing deadlines and maintain flexibility in response to constantly shifting priorities.
Ability to direct others in completing work assignments including the ability to provide work direction and training.
Equivalent to a bachelor's degree in a related field.
Five years of experience in a customer support environment supporting 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.

Nice To Haves

Familiar with HIPAA (Health Insurance Portability and Accountability Act) rules and regulations and how they are applied.
Familiar with FERPA (Family Educational Rights and Privacy Act) rules and regulations and how they are applied.
Microsoft certifications, CompTIA certifications, ITIL/ITSM certifications.
8 years' experience in a customer support environment supporting technical services for a large organization.
Experience in higher education or public service with an IT focus.
ITIL Foundation Certification, desirable or relevant experience in ITIL environment.
Knowledge of systems design and technology integration techniques.
Knowledge of data administration principles and techniques.
Knowledge of application deployment methods and tools.
Knowledge of scripting languages.
Abilities in database design and administration for MySQL, SQL Server and/or Oracle.
Abilities in system, database, and network maintenance.
Abilities in software development and programming support for applications.
Ability to maintain a multi-year plan and/or budget for equipment replacement.

Responsibilities

Acts as the liaison and interface between faculty and staff and the Technology Services Division.
Works in conjunction with second-level support teams to meet IT needs effectively.
Provides on-site consultation and coordinates the response of central IT resources.
Serves as technical advisors to faculty and staff on relevant software and hardware.
Delivers IT services aligned with the priorities and practices of colleges, schools, and divisions, and with best practices defined by Technology Services.
Works as a member of a team and independently.
Participates in the definition of best practices and uses centrally provided tools and procedures.
May occasionally require after-hours work.
Works almost completely independently on the most complex problems and work assignments.
Possesses advanced and comprehensive knowledge of end-user computing technology and a working knowledge of related specialties.
Applies extensive expertise as a generalist or specialist.
Develops solutions that combine information and ideas in new, unprecedented ways.
Capable of leading teams and implementation efforts for assigned projects.
May be assigned to Lead roles, providing direction to administrative, technical, or professional staff.
Evaluates and sets work priorities, schedules and assigns work, reviews work against standards, provides performance feedback, and determines training needs for staff under their direction.
Allocates priority and time to duties based on manager's direction.
Operates at a very high level, acting as a strategic thinker and organizationally aware.
Takes on new strategies and involves themselves in proof-of-concept activities and testing systems.
Conceptualizes project plans of substantial scope and impact and ensures successful delivery within scope, budget, and timeline.