Software Support Technician

Associated Students Inc•Pomona, CA

2d•Onsite

About The Position

Associated Students, Inc. (ASI) is a non-profit corporation guided by a student board and managed by full-time professional staff, serving the Cal Poly Pomona campus population. ASI provides opportunities for student engagement, employment, and various programs and services. As an evolving learning organization, ASI is human-centered and committed to transforming lives through teamwork, continuous improvement, and innovation. They are seeking dynamic team members who value learning, co-creation, radical candor, psychological safety, a growth mindset, and equity, diversity, and inclusion practices.

Requirements

Coursework toward a CS, IS, MIS, or related degree; graduate students encouraged.
6–12 months of application support or service desk experience (internships count).
Clear written and verbal communication skills.
Ability to follow protocols and document changes.
Exceptional interpersonal and customer service-oriented skills.
Ability to prioritize tasks, display initiative, and remain flexible in a changing environment.
Ability to make independent decisions and make appropriate recommendations.
Ability to articulate instructions to end-users with various levels of computer literacy.
Ability to gather and analyze facts, define problems, devise solutions, and take appropriate action.
Ability to maintain professional work conduct.
Ability to work well within a team and/or independently, when necessary, without close supervision.
Demonstrated ability to work with a diverse student population and campus community.
Must satisfactorily complete a background check (including a criminal records check).

Responsibilities

Provide day-to-day support for ASI-owned software across units.
Handle user setup and removal, including roles and permissions.
Perform light configuration using approved protocols and maintain a change log.
Update knowledge base articles and release notes.
Troubleshoot low-level issues and escalate to software vendors or CPP IT as needed.
Work directly with departments/units to ensure consistent use of ASI-standard tools.
Prepare and run UAT checklists with end users, capturing and confirming fixes for issues.
Track licenses, dormant accounts, and renewal readiness, reporting counts to the IT Project Manager.
Run periodic access reviews and gather basic evidence for audits.
Open and track vendor tickets for recurring problems, summarizing outcomes.
Assist with the creation of technical and procedural documentation.
Support the ASI IT department with various projects and assignments.
Coordinate with the IT Project Coordinator for CPP IT support on complex configurations/integrations and advanced vendor tickets.
Escalate enterprise items (identity/SSO, M365, network) to CPP IT per the MOU.