Technology Support Speclst III

CSU Careers•San José, CA

1d•Onsite

About The Position

Under supervision of the Director, IT Academic Support and Services, this position provides high-quality direct IT technical support for the faculty, staff and students within the College of Business, along with providing additional support to the Colleges that are directly supported by the Division of IT. Leveraging strong customer service expertise alongside a comprehensive array of technical competencies to address the specific requirements of the supported Colleges. Position utilizes and configures IT remote management, inventory, security systems to provide services and to ensure systems met CSU and SJSU IT standards and procedures. These are used to efficiently configure, patch, update applications and OSs. Position also collaborates and assists other IT staff.

Requirements

Ability to communicate professionally, respectfully, and effectively—verbally and in writing—with constituents, including students, faculty, staff, and vendors with varying levels of technical knowledge.
Strong customer service and technical support skills, including the ability to provide direct IT assistance to employees and students.
In-depth knowledge of currently supported versions of Windows, macOS, iPadOS, iOS, and Android operating systems.
Ability to learn, configure, and use remote management technologies to support, monitor, patch, update, install, and maintain Windows and macOS systems.
Ability to review IT security reports and respond appropriately to malware, antivirus, and other security-related issues.
Knowledge of cloud-based systems and the ability to provide support for their configuration and use.
Expertise in digital audio, photo, video, and other media applications used by students, faculty, and staff, including the ability to learn and support future applications.
Knowledge of and ability to support Microsoft Office, Adobe Creative Suite, Google Workspace, and other software applications used across departments.
Ability to diagnose and resolve technical issues involving operating systems, software, media applications, print spoolers, print quota systems, and other end-user technologies.
Knowledge of and ability to configure, support, and troubleshoot printers, copiers, scanners, wireless/Wi-Fi and Ethernet connectivity, and digital door lock systems.
Basic ability to support and troubleshoot audiovisual systems.
Ability to set up, calibrate, troubleshoot, repair, and connect computers, video and production equipment, classroom audiovisual equipment, and basic audio and lighting systems.
Ability to write, review, and update detailed IT management and support procedures.
Strong organizational and presentation skills, including the ability to provide effective software and technology training.
Equivalent to a bachelor’s degree in a related field.
Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.
Four (4) years of relevant experience.
An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.

Nice To Haves

Bachelor’s degree in related field.
Three years’ experience providing technical support and training for computers and applications.
Experience troubleshooting computer hardware and peripherals.
Experience developing documentation for end-users.
Experience using a ticketing system and documenting outcomes.

Responsibilities

Provide high-quality IT services for lifecycle support and management of workstations (laptops, desktops, tablets) used by employees and students to meet departmental and curricular needs.
Provide IT technical support, services and coordination that are unique to the College of Business
IT Remote Management Systems
Team Collaboration and Documentation