Technology Support Specialist (Technology Support Specialist III). Information Technology Services

California State University, San Bernardino•San Bernardino, CA

1d•$6,492 - $9,458•Onsite

About The Position

Under general supervision, the Technology Support Specialist provides technical support and consultation to faculty, staff, and students. The incumbent independently diagnoses and resolves hardware, software, and connectivity issues of moderate scope and complexity; supports desktop and endpoint management; and provides consultative guidance on technology procurement, deployment, and configuration to ensure secure, reliable, and standards-compliant computing environments.

Requirements

Equivalent to a bachelor’s degree in a related field and four years of relevant experience. 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. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
Advanced knowledge and expertise in hardware, software, and network troubleshooting including experience with enterprise-level systems and applications.
Demonstrates competence in independently applying advanced judgment to support enterprise IT solutions.
Advanced project management skills, with the ability to manage multiple projects and initiatives and deadlines simultaneously.
Advanced communication and interpersonal skills to provide recommendations to persuade stakeholders and management regarding technology support.
Analytical skills to understand problems from a broad perspective and discern applicable underlying principles to conceive and develop strategic solutions.
Advanced skill in providing work direction, training, and mentoring to others.
Valid CA Drivers License
Must reside in the State of California.
Satisfactory completion of a background check (including a criminal records check) is required for employment.
Possession of a valid Driver's License is required.
Employees in this position will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.
CSUSB hires only individuals lawfully authorized to work in the United States.
Reading and comprehending, writing, communicating verbally, reasoning, and analyzing.

Nice To Haves

Knowledge of ITIL processes
Previous management and administrative experience of an Enterprise Service Management Tool (ServiceNow)
Proficiency in end point hardware and software technologies such as Intune, SCCM and Jamf
Ability to pay attention to details and to meet deadlines and milestones
Patience and well-developed interpersonal relations skills
Previous professional experience working in a higher education environment is highly desired.
Demonstrated ability to translate strategic college objectives into technology solutions and operational plans while ensuring alignment with campus architecture, security standards, and ITS service delivery models.
Advanced knowledge of desktop computing environments, endpoint management, operating systems, hardware platforms, enterprise software applications, and technology support methodologies.
Advanced knowledge of hardware, software, system, and network troubleshooting techniques, including the ability to diagnose and resolve complex technical issues affecting multiple users, departments, or services.
Working knowledge of server administration, operating system maintenance, patch management, security practices, backup procedures, and system lifecycle management.
Thorough knowledge of Microsoft 365 services, including Microsoft Teams Phone, collaboration tools, identity management, and cloud-based productivity technologies.
Knowledge of information security principles, data privacy requirements, university policies, technology governance standards, and regulatory compliance requirements applicable to higher education environments.
Ability to serve as the primary technology consultant and liaison to college leadership, faculty, staff, and Information Technology Services (ITS) leadership.
Ability to assess business and operational needs, analyze alternatives, and develop technology recommendations that align with university standards, strategic objectives, security requirements, and available resources.
Ability to provide lead work direction, coordinate workflow, assign work, train staff and student assistants, monitor progress, and promote effective service delivery while maintaining accountability for operational outcomes. Consistent with CSU lead assignments, provides work direction and coordination but does not supervise employees.
Demonstrated ability to lead technology projects, coordinate technology deployments, manage competing priorities, and successfully implement initiatives involving multiple stakeholders.
Ability to research, evaluate, and recommend technology solutions, software products, hardware platforms, subscription services, and vendor offerings.
Knowledge of technology procurement processes, software licensing management, maintenance agreements, vendor relationships, contract renewals, and budget considerations.
Strong analytical, organizational, project planning, documentation, and problem-solving skills.
Ability to establish and maintain effective working relationships with administrators, faculty, staff, students, vendors, and technical teams across the university.
Ability to communicate technical information effectively to both technical and non-technical audiences through presentations, written documentation, consultations, and training.

Responsibilities

Serves as the lead technology support professional for the College of Social and Behavioral Sciences and coordinates the delivery of technology services across the college.
Provides functional leadership and work direction to Technology Support Specialists and student assistants supporting college operations.
Assigns and prioritizes work activities, monitors service delivery, and ensures timely resolution of technology-related issues.
Acts as the primary liaison between the College Dean's Office, department leadership, faculty, staff, and Information Technology Services (ITS).
Consults with college leadership to identify technology needs, recommend solutions, and align technology initiatives with university and college objectives.
Coordinates technology projects and operational activities to ensure consistency with campus technology standards, security requirements, and strategic initiatives.
Monitors service levels, evaluates support processes, and develops recommendations to improve technology operations, customer service, and resource utilization within the college.
Provides advanced technical support and consultation for complex hardware, software, classroom, laboratory, and specialized technology environments utilized by the college.
Diagnoses and resolves escalated technical issues that require advanced troubleshooting and analysis.
Administers college-managed servers and related infrastructure, including operating system maintenance, system configuration, patch management, software deployment, performance monitoring, security updates, backup verification, and documentation.
Ensures systems remain current, secure, and compliant with university technology standards and cybersecurity requirements.
Evaluates emerging technologies and recommends improvements to enhance reliability, performance, security, and operational efficiency.
Collaborates with ITS leadership and technical teams to implement university technology standards, policies, procedures, and best practices throughout the college.
Leads or coordinates technology deployments, upgrades, migrations, and improvement initiatives impacting college operations.
Develops implementation plans, communicates project requirements to stakeholders, and coordinates resources to ensure successful completion of technology projects.
Maintains technical documentation, inventories, operational procedures, and lifecycle management plans for college technology assets.
Participates in strategic technology planning efforts and provides recommendations regarding technology investments, infrastructure improvements, and service enhancements.
Coordinates procurement activities for technology-related equipment, software, maintenance agreements, and subscription services. Obtains vendor quotations, evaluates technology solutions, and prepares recommendations for acquisition.
Tracks software licensing, maintenance agreements, subscription renewals, and support contracts to ensure continuity of services and compliance with university purchasing requirements. Works with Procurement, ITS, vendors, and college leadership to facilitate timely renewals, purchases, and contract administration.
Develops and delivers technical guidance, training, and knowledge-sharing activities for faculty, staff, and student employees.
Represents the college on campus technology committees, working groups, and collaborative initiatives as assigned.
Performs other related duties as assigned in support of college and university technology operations.
Perform other classification related duties as assigned