Software Support Technician

Associated Students•Pomona, CA

1d•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. ASI serves the campus population by providing opportunities for student engagement, employment, and programs/services such as recreation, student union, student government, and childcare. ASI operational support areas include human resources, financial services, information technology, facilities management, and marketing. ASI is an evolving learning organization that is human-centered and strives to live its values of care and growth. The purpose of ASI is to transform lives, and it is looking for dynamic team members who support team learning, co-creation, radical candor, psychological safety, growth mindset, and live out 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; ability to follow protocols and document changes.
Must possess 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.
Must possess 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.
Ability to satisfactorily complete a background check (including a criminal records check).

Responsibilities

Set up and remove users; assign roles and permissions following approved templates.
Make small, low-risk configuration changes using documented protocols; keep a change log.
Provide support for ASI-wide tools; document, resolve, or route issues; meet service level agreement targets.
Maintain how-to guides and release notes so staff have current, simple instructions.
Prepare and run UAT checklists with end users; capture issues and confirm fixes.
Track licenses, dormant accounts, and renewal readiness; send counts to the IT Project Manager.
Run periodic access reviews and gather basic evidence for audits.
Open and track vendor tickets when problems repeat; summarize outcomes.
Assists with the creation of technical and procedural documentation.
Assists ASI IT department with various projects and assignments as needed.
Performs other IT projects as assigned.
Coordinate with the IT Project Coordinator for CPP IT support on complex configs/integrations and advanced vendor tickets.
Escalate enterprise items to CPP IT per the MOU (identity/SSO, M365, network).