Technology Support Specialist (Technology Support Specialist I), Information Technology Services

California State University, San Bernardino•San Bernardino, CA

1d•$4,595 - $6,694•Onsite

About The Position

Under the direct supervision of the Director and senior technical staff, this entry-level position supports more than 200 SMART media-enhanced classrooms across campus by assisting with the setup, operation, troubleshooting, and maintenance of classroom audio/visual and instructional technology systems. The position also responds to service requests, resolves routine technology issues, and collaborates with ITS Audio-Visual staff and other ITCs to help ensure reliable classroom technology services for faculty, staff, and students.

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.
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. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Nice To Haves

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 a higher education environment is highly desired.
Great customer service skills
Ability to manage time and priorities
Experience in using Microsoft Office software (i.e., Outlook, Word, Excel)
Excellent oral and written communication skills
Basic knowledge of the specialty work area demonstrated by an understanding and use of general principals and terminology
Demonstrated understanding of the standard technology and systems in place with the capability of supporting and operating the technology.
Ability to recognize problems, identify possible causes, and refer to appropriate party for resolution.
Ability to solve problems where precedents exist and acquire knowledge in related specialties.
Demonstrated ability to work as a team member.
Ability to effectively communicate, both verbally and in writing.

Responsibilities

Provide technical support for classroom and instructional audio/visual equipment, including assisting with the setup, installation, configuration, and basic maintenance of AV systems and related technology.
Troubleshoot and resolve routine hardware, software, and connectivity issues in classroom technology environments; monitor equipment functionality, document support activities, and escalate more complex problems to senior staff as needed.
Utilize multiple modalities to serve as the first point of contact for end-user technical support by assisting faculty, staff, and students with computer hardware, software, account access, and peripheral-related issues in a timely and professional manner. Modalities include in-person, virtual, phone, email, and ticketing systems.
Troubleshoot and resolve routine technical problems for desktops, laptops, printers, and standard software applications by following established service desk procedures and escalating advanced technical problems to higher-level support staff when necessary.
Install, configure, and deploy desktop computers, laptops, software applications, and related technology equipment in support of daily campus and office operations by following standard campus procedures.
Perform routine system updates, preventative maintenance, and basic troubleshooting for assigned technology equipment; maintain accurate inventory and asset records, coordinate equipment repairs, and assist with device replacement and lifecycle activities.
Provide technical assistance and basic training to faculty, staff, and students on the use of instructional technologies, classroom applications, and campus-supported software to support effective teaching and learning.
Assist in creating and maintaining user guides, reference materials, and support documentation; assist with the integration and day-to-day use of instructional technology tools and respond to routine user questions and support requests.
Assist with the setup, basic operation, testing, and teardown of audio/visual equipment for campus meetings, presentations, classes, and special events.
Provide on-site technical support during scheduled events by monitoring equipment functionality, addressing routine operational issues, and coordinating with senior technical staff when additional support is required.
May drive campus golf cart to access campus locations to provide technical equipment support.
Perform other classification-related duties as assigned in support of departmental operations, instructional technology services, campus initiatives, and university operational priorities.