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Desktop Technical Support Specialist, Information Technology Services
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Position Number: 2033490
Location: Arcata, CA
Position Type: Computer and Information Technology

Desktop Technical Support Specialist, Information Technology Services

Humboldt State University
Information Technology Services
Job #20-15
Close Date: Thursday, November 5, 2020

(Job #20-15) Desktop Technical Support Specialist, Information Technology Consultant (Foundation or Career), Salary Range: Foundation (Non-Exempt) = $3,470-6,681/month; Career (Exempt) = $4,372-10,792/month. Appointments are typically made at the beginning of the salary range. This is a temporary, full-time, benefited, 12-month pay plan position in Information Technology Services. This position comes with an extensive benefits package that includes comprehensive medical, dental, and vision coverage, CalPERS retirement, Fee Waiver eligibility (reduced tuition on most CSU system classes), life insurance, and voluntary pre-tax health and dependent care reimbursement accounts. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits.

Humboldt State University is a Hispanic-Serving Institution that strives to foster an inclusive and equitable community to support our students of diverse backgrounds. HSU is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality committed to working in a multicultural and multiracial community that reflects the diversity of the state. Additional information about Humboldt State University can be found at www.humboldt.edu.

Position Summary: The Desktop Technical Support Specialist provides advanced skills in helping faculty, staff, and students to obtain optimal, efficient, and secure use of computer and information systems. The position will be assigned to Customer Care.

Duties: The Desktop Technical Support Specialist is responsible for the following duties:
Work directly with faculty, staff and students to support their use of technology:
Install, configure, and support software and hardware for computers and related devices; troubleshoot problems via phone, email, remote control software, and on-site visits to give exceptional customer support. Implement process improvements that increase efficiencies and standardize the use of technology across campus.

Consult with departments:
Check in with users on a regular basis to determine if their equipment and systems are working properly and meet their needs. Explore whether there may be technology solutions to roadblocks or challenges they are facing. Provide advice about the best technology solutions for known needs.

Collaborate with other ITS staff:
Participate in team planning sessions; research and implement productive solutions to new technology and functional requirements; actively contribute to documentation regarding ITS services in order to improve service; complete other tasks and projects as assigned by the Lead of the Desktop Support Team.

Minimum Qualifications (both Foundation and Career): A basic foundation of knowledge and skills in technical information systems and application program packages, including a working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems. This basic foundation may be obtained through EITHER a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, OR similar certified coursework in applicable fields of study.

Required Knowledge, Skills, & Abilities:
Foundation:

Ability to demonstrate a basic understanding of the standard principles and terminology associated with (the technical specialty), address common problems of limited scope, and work-ready communication skills

Knowledge of MS Windows Operating Systems (Windows 10)

Knowledge of multiple software application packages such as MS Office (Word, Excel, PowerPoint, Outlook, Access), Adobe Acrobat Professional, Antivirus, and Google Apps; experience with installing, configuring, and supporting mobile computing solutions on various platforms

Career:

Ability to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and effective communication and listening skills

Advanced knowledge of MS Windows Operating Systems (Windows 10)

Knowledge of current Apple macOS operating systems, troubleshooting Apple computers and mobile devices, and Apple product Management tools such as Apple Remote Desktop and JAMF Pro

Advanced knowledge of multiple software application packages such as MS Office (Word, Excel, PowerPoint, Outlook, Access), Adobe Acrobat Professional, Antivirus, and Google Apps; experience with installing, configuring, and supporting mobile computing solutions on various platforms

Working knowledge of current Windows tools used to manage enterprise-wide inventories of desktop computers such as Microsoft System Center Configuration Manager, Active Directory, Group Policy Objects, Windows registry configuration changes, automation (scripting), software imaging, automated software installation, software metering, and patch management

Good understanding of network connectivity including knowledge of IP address structure, TCP/IP, DNS, DHCP services, and the tools/commands used to test network services

For both Foundation and Career:

Effective communication and listening skills

Ability to work as a flexible, collaborative, and supportive team member

Ability to manage time effectively under stress, and the ability to remain calm in stressful situations

Ability to independently and effectively prioritize and handle multiple responsibilities

Excellent interpersonal skills and customer service orientation

Professional experience working with a diverse population

Ability to follow through on tasks

Knowledge of applying diagnostics techniques for problem solving and troubleshooting in a systematic trouble shooting paradigm

Must be able to lift a minimum of 25 pounds from floor to waist, negotiate stairs while hauling equipment, work in cramped equipment/cable areas

Preferred Qualifications:
Foundation:

Basic knowledge of current Apple macOS operating systems, troubleshooting Apple computers and mobile devices, and Apple product Management tools such as Apple Remote Desktop and JAMF Pro

Basic working knowledge of current Windows tools used to manage enterprise-wide inventories of desktop computers such as Microsoft System Center Configuration Manager, Active Directory, Group Policy Objects, Windows registry configuration changes, automation (scripting), software imaging, automated software installation, software metering, and patch management

Basic understanding of network connectivity including knowledge of IP address structure, TCP/IP, DNS, DHCP services, and the tools/commands used to test network services

Career:

Three years of full-time professional experience in the information technology field

For both Foundation and Career:

Experience installing and configuring, with secure methods, Windows and Macintosh systems including server and desktop-based applications, printers and multifunction devices in a large, managed, networked computing environment

Experience with Microsoft Endpoint Management Configuration Manager

Experience managing Apple products using JAMF Pro

Experience working in a fast-paced, multitasking and multiuser environment

Experience coordinating the work of others, including training and assigning tasks

Application Procedure: To apply, qualified candidates must electronically submit the following materials via Interfolio (link below):

Letter of Interest

Resume or Curriculum Vitae

Contact information for at least three professional references

HSU Employment History Form (HSU Employment History Form: https://forms.humboldt.edu/employmenthistory-form; NOTE: Download the HSU Employment History Form and save it as a PDF file prior to filling it out. If the form is completed in an online browser, content WILL NOT be saved).

CLICK HERE TO APPLY NOW: http://apply.interfolio.com/79458

Application Deadline: The deadline to submit application materials is 11:59 p.m. on Thursday, November 5, 2020.

Any inquiries about this recruitment can be directed to careers@humboldt.edu or HSU's Human Resources Office at (707) 826-3626.

Humboldt State University sits on the traditional homelands of the Wiyot people in what is currently called Arcata, CA. The Wiyot people call the area Goudi'ni (over in the woods). HSU was the first campus in the California State University system to offer a stand-alone major in Native American Studies.
HSU is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

Humboldt State University is part of the 23-campus California State University system. The University has a comprehensive arts and sciences curriculum, which is recognized nationally for its high academic quality. Founded in 1913, HSU is one of the premier public institutions in the Western United States; it is a rural and residential campus of approximately 7,000 students. The main campus is located in Arcata, California, in the northwestern part of the state along the coast, and situated among redwood trees in an area that offers unmatched scenic beauty, moderate climate, and opportunities for outdoor activities. The surrounding Humboldt County locale has a population of approximately 135,000. The community offers an excellent range of businesses, services, and cultural activities and performances. The local schools are ranked in the top performance percentiles, both nationally and in the state.

Equal Employment Opportunity Statement Humboldt State University is a Title IX/Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran status, or any other legally protected status.

HSU is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

It is the responsibility of the applicant to provide complete and accurate employment information. Evidence of required degree(s), certifications(s), or licenses(s) will be required prior to the appointment date. Incorrect or improperly completed applications will not be considered for vacancies. Any reference in this announcement to required periods of experience or education is full-time activity. Part-time experience or education (or activities only part of which are qualifying) will receive proportionate credit. In accordance with applicable Collective Bargaining Agreements, preference may be given to the campus applicants covered by these agreements. However, positions are open to all interested applicants, both on and off campus, unless otherwise stated.

A background check (including a criminal records check, employment verification, and education verification) must be completed satisfactorily as a condition of employment with the CSU. Certain positions may also require a credit check, motor vehicle report, and/or fingerprinting through Live Scan service. Adverse findings from a background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.

Compliance with the California Child Abuse and Neglect Reporting Act (CANRA) and CSU Executive Order 1083 Revised July 21, 2017 (EO 1083) is a condition of employ-ment. CSU employees in positions with duties that involve regular contact with children or positions which supervise such employees are designated as Mandated Reporters under CANRA and are required to comply with the requirements set forth in EO 1083. Upon appointment to this position, the successful candidate(s) will be notified of and required to acknowledge their CANRA reporting status.

Additionally, all CSU staff and faculty receive training annually on their obligations in responding to and reporting incidents of sexual harassment and sexual violence. You will be notified by email when you are required to take this mandated training.

New faculty employees hired by the CSU for the first time who first become CalPERS members on or after July 1, 2017 are subject to a 10-year vesting period for retiree health and dental benefits. Staff employees covered under bargaining agreements 1, 2, 4, 5, 6, 7, 9, 10, C99, E99, M80 and M9 hired by the CSU for the first time who first become CalPERS members on or after July 1, 2018 are subject to a 10-year vesting period for retiree health and dental benefits

If accommodations need to be made during the recruitment and interview process, please contact Human Resources at (707) 826-3626 or hsuhr@humboldt.edu