User Support Specialist I

California College of the Arts (CCA) • San Francisco, CA

17h • Onsite

About The Position

The User Support Specialist employs excellent communication and customer service skills to collaborate with other teams in supporting student and faculty use of CCA’s technology infrastructure. This individual maintains all installations, implementations and uses of CCA owned desktop computers, peripherals, lab printers, and software used by students and faculty. This individual provides exceptional support to end-users for CCA hardware, student and faculty owned devices, and basic software use. Understands the necessity of clear, prompt and respectful communication with all constituents in a diverse, artistic community. Please note that CCA is transitioning and working towards a wind down of operations with the 2027 academic year.

Requirements

• Excellent and demonstrable customer service / communication skills are required.
• 1-2 years experience as a computer technician, installing and maintaining hardware, software and peripherals or providing technical support to individuals is required, preferably in an academic environment.
• Familiarity with current versions of Macintosh OS, Microsoft Windows, Google Apps, client/server/cloud applications, basic computer networking concepts, Internet software and protocols required.
• Strong interpersonal and communication skills, both written and oral are required.

Nice To Haves

• BA degree in computer sciences or digital art related field preferred, may substitute equivalent work experience and training.
• Previous experience working successfully in a collaborative setting is preferred.
• Previous work experience in an academic setting is preferred.
• Comfortable working with a small team of highly technical individuals in a high pressure, customer service focused unit.
• A self-motivated individual who can juggle many projects at once, including time-management and prioritization of workflow.
• Able to support non-technical persons with technical issues, and able to explain computing concepts to users in a clear, supportive, and easily understood manner.
• Has excellent attention to detail and routine daily functions, as well as the ability to keep focused and productive with long-term projects in a job with frequent interruptions.

Responsibilities

• Provides frequent, clear, direct, and professional communication with students, faculty, and other staff.
• Works closely with the User Support team and Help Desk Supervisor toward the prompt and complete resolution of Help Desk tickets.
• Performs tier 1 and 2 troubleshooting, technical assistance and support on various software applications, hardware, and lab printers.
• Provides technical support for classes scheduled in the computer labs.
• Provides direct in person tech support for walk-ins at the Tech Office.
• Provides remote support to students and faculty via zoom or telephone.
• Ensures computing facilities are clean, orderly, and functional.
• Ensures lab printers and plotters are stocked with paper, toner, and are functioning properly.
• Assists with the planning, installation, management, and maintenance of Academic technologies college wide.
• Helps to install new software and hardware including printers and other related peripheral hardware in computer labs.
• Assists with computer deployment, configuration, security, and patching solutions.
• As directed by the System Administrator, Associate Director or other staff, performs routine OS and software updates.
• Helps maintain departmental inventory for computers, hardware and software, keeping current records including purchase price, serial numbers, warranties, equipment specifications, equipment location, software license agreements and version numbers, etc.
• Troubleshoots computer lab A/V equipment outside of Media Center hours.
• Assists System Admin or other staff in testing and troubleshooting.
• Documents projects and helps to write user instructions.
• Maintains computer lab Portal pages to ensure information is up to date.
• Provides individual or group instruction and training to students and faculty on computer hardware and CCA provided tech services.
• Performs additional duties as required.

Benefits

• choice of five medical plans
• generous holiday, sick & vacation time
• a retirement match
• tuition remission
• CCA covers an average of 91% of the medical plan cost for the employee only and an average of 82% for employees with dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree