Desktop Technical Support Specialist

Sep 12, 2017
Institution Type
Four-Year Institution

Desktop Technical Support Specialist

Humboldt State University

(Job #17-83) Information Technology Consultant - Career (ITC-12C), Desktop Technical Support Specialist, $4,372-$9,877/month. Appointments are typically made at the beginning of the salary range. This is a full-time, benefitted, 12-month position with a one-year probationary period in Information Technology Services.
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 User Support Services.

Duties: The Desktop Technical Support Specialist will be 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: A basic foundation of knowledge and skills in technical information systems and application program packages. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. This basic foundation may also be obtained through a combination of education and work experience which provides the knowledge, skills, and abilities required for this position.

Preferred qualification: Three years of full time professional experience in the information technology field

Knowledge, Skills, & Abilities:
-Experience working in a fast-paced, multitasking and multiuser environment.
-Advanced knowledge of MS Windows Operating Systems (Windows 7, 10).
-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.
-Experience installing and configuring, with secure methods, Windows and Macintosh systems including server and desktop-based applications, printers and multi-function devices in a large, managed, networked computing environment.
-Working knowledge of current Apple MacOS operating systems, troubleshooting Mac issues, and Mac Management tools such as Apple Remote Desktop and JAMF Casper Suite.
-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.
-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.
-Independently and effectively prioritize and handle multiple responsibilities.
-Demonstrates excellent interpersonal skills and customer service orientation.
-Ability to communicate effectively with diverse populations.
-Ability to follow through on tasks.
-Knowledge of applying diagnostics techniques for problem solving and troubleshooting in a systematic troubleshooting paradigm.
-Professional experience working with a diverse population.
-Must be willing and able to be on-call 24/7 for a week at a time as part of an after-hours support team that rotates on-call duties on a weekly basis.
-Must be able to lift a minimum of 40 pounds from floor to waist, negotiate stairs while hauling equipment, work in cramped equipment/cable areas, tolerate long periods of walking, kneeling or stooping, and work with hand tools to repair/replace small components.

Application Procedure: Please note that Humboldt State University now requires application materials to be submitted electronically. If assistance is needed, the Human Resources & Academic Personnel Services office (located in Siemens Hall room 212) has a computer station available and our front office team would be happy to assist you. Qualified applicants should submit electronically the following materials:

-Letter of Interest;
-HSU Employment Application at
-Resume or Curriculum Vitae;
-Contact information for at least three professional references

Submission of the application materials should be sent as email attachments to Please include your last name and the job # (17-83) in the subject line of the email.

Application Deadline: This position is open until filled. The first review of applications will be Monday, October 2, 2017.

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.

Human Resources
Siemens Hall - Room 211
Arcata, CA 95521-8299
(707) 826-3626
Fax: (707) 826-3625

It is the responsibility of the applicant to provide complete and accurate employment information. 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.

Evidence of required degree(s), certification(s), or license(s) will be required prior to the appointment date. The successful candidate for a position at HSU is required to be fingerprinted through the Humboldt State University Police Department or their local law enforcement agency. The results of the fingerprint process must be received by the university prior to the candidate’s appointment. The cost of the fingerprinting is borne by the university.

Humboldt State University is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Humboldt State University can be found at

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.

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.