Technology Support Specialist (Technology Support Specialist I), Technology Support Center

California State University, San Bernardino•San Bernardino, CA

1d•Onsite

About The Position

Under direct supervision of the Deputy CIO and following established guidelines, the incumbent will be responsible for providing a wide range of information technology services to Computer Science and Math. This will include various responsibilities, such as the support of several hardware and software issues, as well as the ability to research and provide faculty and staff with available options to their technology needs.

Requirements

General knowledge of information technology systems, applications, and networks.
General knowledge of hardware and software troubleshooting and related technology support practices.
Organizational and time management skills to plan, organize, and prioritize work.
Attention to detail and accuracy.
Analytical skills to collect and analyze information and troubleshoot problems.
Demonstrated communication and interpersonal skills to work with students, faculty, and staff to obtain pertinent information, communicate technical information to diverse audiences, and document issues and resolutions.
Ability to maintain confidentiality and appropriately handle sensitive information.
Ability to work independently and as part of a team as well as build relationships with diverse stakeholders.
Computer skills to appropriately respond to IT complaints and issues.

Nice To Haves

Great customer service skills
Knowledge of Linux, Apple and Microsoft operating systems
Knowledge of ITIL processes.
Proficiency in hardware and software technologies
Ability to pay attention to details and to meet deadlines and milestones
Patience and well-developed interpersonal relations skills
Previous professional experience working in higher education environment is highly desired.
Bachelor's degree in Business Administration, Computer Science, Mathematics, or related field, AND two (2) years of responsible experience as a Computer Support Analyst or in a related field.
A comparable amount of training, education, or experience may be substituted for the minimum requirements

Responsibilities

Provide frontline technical support to faculty, staff, and students; escalate complex issues to advanced support teams
Respond via in-person, virtual, phone, email, and ticketing systems; troubleshoot routine hardware, software, and connectivity issues
Collaborate with college departments, ITS staff, and student technicians to maintain secure, operational systems; assist with maintenance and updates per guidelines
Assist with systems administration for mission-critical servers (updates, app packaging, security checks/audits, backups, hardware repair/replacement); keep faculty/staff systems updated
Monitor and apply approved software and security updates under supervision
Maintain documentation (system configurations, patch schedules, maintenance logs); support deployments and escalate complex issues
Support setup, imaging, and deployment of computers, printers, and specialized equipment; prepare classroom/lab technology and support instructional/research environments
Assist with researching, coordinating, and developing solutions for College IT needs (faculty research, ITS projects, labs, staff tools, special projects); track equipment inventory
Manage technology assets using Cheqroom; track distribution, returns, and inventory accuracy; assist with automation/scripting tasks
Provide basic automation/scripting support under supervision to improve efficiency; coordinate with central IT and departments
Collaborate with ITS units to align departmental technology with institutional standards; support service requests, projects, and procurement
Support campus initiatives to expand access to college-specific software services
Provide backup support for TSC and distributed technicians (faculty laptop deployments, system integrations with IT communication/work-order tools)
Perform other related duties as assigned