Information Technology Services - Federal Work Study Student Assistant

CSUSB•San Bernardino, CA

1d•Onsite

About The Position

This position is for a Federal Work-Study Student Assistant within the Information Technology Services division at California State University, San Bernardino. The role involves providing direct support to the Technology Support Center (TSC) and potentially other ITS departments such as Training Services, Accessible Technology Services, Smart Classroom Technologies (SCT), Enterprise and Cloud Services (ECS), Office of the CIO, and Office of the Vice President. All tasks are performed under the guidance of professional ITS staff to ensure quality and adherence to university standards. The student will be the initial point of contact for students, faculty, and staff at the TSC, handling front desk duties, campus operator calls, and assisting with audio/visual support for classroom calls or events. Responsibilities include assisting users with inquiries, Coyote OneCards, computer troubleshooting, password resets, and Wi-Fi connectivity. As a campus operator, the student will manage incoming calls, provide general university information, handle emergency requests, and route calls appropriately. For Smart Classroom Technologies, the role involves supporting audio/visual needs for classrooms, conference rooms, and events. Support for ECS may include server room operations, hardware installation/removal, data center organization, infrastructure documentation, wireless network support, and assisting with backup battery systems and telecommunications infrastructure.

Requirements

Must complete a Free Application for Federal Student Aid (FAFSA) for the current award year.
Must maintain Satisfactory Academic Progress standards.
Must be enrolled in at least half-time (6 units undergraduate; 3 units graduate) per semester.
Must have a federal need of at least $2,000.
Submit all requested financial aid documentation from your To-Do-List by the due date.
Must have an official award notification from the Financial Aid Office.
Must be a U.S. citizen, eligible non-citizen, or permanent resident.
Maintain a 2.0 G.P.A. or greater per semester and cumulative.
Students must be enrolled in at least halftime units at CSUSB (6 units undergraduate; 3 units graduate).
International students must have full-time enrollment at CSUSB (12 units undergraduate; 6 units graduate).
Eligible to work in the United States.
Possession of a valid Driver's License may be required.
Ability to learn and perform assigned work.
Ability to follow oral instructions.
Ability to work cooperatively with faculty, staff, and other students.
Ability to communicate effectively with all levels.
Ability to read and write English at a level appropriate to the position.

Nice To Haves

Reliable attendance and punctuality are essential to ensure consistent service coverage and to support fair scheduling practices for all team members.
Maintain a positive attitude and offer practical solutions to resolve presented situations.

Responsibilities

Serve as the first point of contact for students, faculty, staff, and visitors seeking technology assistance at the Technology Support Center (TSC).
Assist customers with Coyote OneCard services, CoyoteID password resets, Wi-Fi (Eduroam) connectivity, software support, and general computer troubleshooting.
Answer campus-related questions and provide exceptional customer service.
Assist with resolving issues involving computer lab equipment, printers, kiosks, charging stations, and other campus technology resources.
Escalate technical issues to professional staff when appropriate.
Maintain accurate documentation of support requests and completed work.
Answer incoming calls to the University's main telephone number as a campus operator.
Provide accurate information regarding university services, departments, and resources.
Route calls to the appropriate campus departments.
Follow established emergency call handling procedures and communication protocols.
Assist with day-to-day operations within university data centers and server rooms, including installing, relocating, labeling, inventorying, and removing servers, network equipment, and related hardware.
Maintain organized server racks, cable management, and equipment storage.
Document server room infrastructure and maintain accurate inventory records.
Assist with power connection tracking and equipment documentation for remote management.
Utilize workplace hand tools such as screwdrivers, measuring tapes, and cable management tools.
Maintain clean, organized, and secure data center environments while following established safety procedures.
Assist with installation, maintenance, and troubleshooting of wireless access points (WAPs).
Support telecommunications infrastructure projects, including structured cabling and network equipment installations.
Assist with backup battery system installation and maintenance.
Pull, route, label, and organize telecommunications and network cabling.
Assist professional staff with field installations and technology upgrades throughout campus.
Follow all safety standards while working in telecommunications closets, equipment rooms, and field environments.
Assist with audio/visual support for smart classrooms, conference rooms, campus events, and instructional technology.
Respond to classroom technology requests and provide basic troubleshooting support.
Support other ITS departments including Training Services, Accessible Technology Services, Office of the CIO, and Office of the Vice President as assigned.
Complete clerical and administrative tasks as needed.
Maintain professionalism, confidentiality, and excellent customer service.
Participate in departmental projects and special assignments.
Perform other duties as assigned.