Information Technology

Irvine, CA, USA

Part-Time

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Information Technology Services provides services for information storage, retrieval, and processing on campus as well as supporting the technical side of instruction.

ROLE:

The Customer Care Technician is responsible for the end-to-end fulfillment of Help Desk requests. As such, they will interact directly with IT Services customers via phone, e-mail, electronic chat, remote desktop, in-person visits, and other means, to ensure the satisfactory resolution of problems and issues reported. When not responding to customers, the technician will aid the Client Workstation Engineer and the Director of C.E.L.T. in completing project- oriented tasks. All activities of this position are to make a contribution to the fulfillment of the mission of the university.

APPOINTMENT:

• Recommended by the Director of IT Services
• Approved by the Executive Vice President/Provost

STAFF RELATIONSHIPS:

• Report to the Client Services Manager and Full-Time Customer Care Technician for general
ReporttotheClientServicesManagerandFull-TimeCustomerCareTechnicianforschedulinganddetailed taskingInteract and function cooperatively with other campus personnel

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING:

To perform this job successfully, an individual must be able to accomplish each of the below duties satisfactorily:

EnsureusersreceivepromptassistancewithreportedissuesandFollow-upandrecordfinal disposition of all tasks assigned and/or performedPerform implementation and maintenance of client computing systemsAssist in creating deployment processes and procedures for employee, lab, and kiosk workstations. Ensure processes provide a secure and reliable work environment for end usersAssist in maintaining deployment packages for employee, lab, and kiosk workstations. Ensure deployment packages are patched and updatedProvide maintenance and user assistance for classroom teaching equipmentMaintain Inventory of all University computing hardware assetsMaintainhelpdeskapplicationsoftwaretotrackandreportonissuestatus,departmentstatistics,andinventory

SUPERVISORY RESPONSIBILITIES: Direct student employees. Carry out supervisory responsibilities in accordance with the university's policies and applicable laws.

EDUCATION AND/OR EXPERIENCE:

High School diploma or equivalent (one year or more post-secondary coursework desired); one year experience in client workstation support (higher education experience highly desirable) or one year experience in a customer service or support role; or an equivalent combination of education and experience.

QUALIFICATION REQUIREMENTS:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Demonstrated knowledge of Microsoft Windows operating systems
• Demonstrated knowledge of office productivity software
• Knowledge of Active Directory administration
• Excellent written and verbal communication skills
• Demonstrated customer service skills and attitude
• Demonstrated knowledge of client computing technology
• Demonstrated ability to assist users in help desk and other formats

LANGUAGE SKILLS:

• Ability to read, analyze and interpret common technical documents written in English
• Abilitytointerpret,summarizeandpresenttechnicalinformationinausableformtousersandadministrators
Abilitytoeffectivelypresentinformationandrespondtoquestionsfromgroupsofstaff,faculty,administration, students, families and the general public

MATHEMATICAL SKILLS:

Abilitytoapplymathematicaloperationstosuchtasksasfrequencydistribution,determinationoftestreliability and validity, analysis of variance, correlation techniques, sampling theory and factoranalysis

REASONING ABILITY:

Ability to define problems, collect date, establish facts and draw valid conclusionsAbilitytointerpretanextensivevarietyoftechnicalinstructionsinmathematicalordiagramformanddealwith several abstract and concrete variables

OTHER SKILLS AND ABILITIES:Attitude and Demeanor:

ExemplifyChristianphilosophyoftheConcordiaUniversitymissionstatementinallaspectsofday-to-dayduties and responsibilities assigned to this positionCommunicatewarmth,understandingandhelpfulnesswheninteractingwithstudents,staff,facultyandthe general publicDevelop and maintain positive relationships with all who come into contact with this departmentExhibitacheerful,positive,loyal,team-memberattitudetowardthepurposes,programs,policiesandgoalsof the universityMaintain confidentiality on matters pertaining to this office and the campus as a whole
• Work as a team member
• Have an outlook, be future oriented and innovative
• Maintain behavior and dress standards appropriate for the environment of a Christian university
• Constantly strive to improve performance

SAFETY:

Employees are responsible for complete cooperation with all aspects of the safety and health program, including compliance with all rules and regulations and for continuously practicing safety while performing tasks.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Repetitive motions using a computer keyboard
• May require rising and sitting repeatedly
• Ability to lift, pull, grasp, stoop and reach to utilize 5-drawer file cabinets
• May require climbing stairs and walking indoors or outdoors to various offices on campus

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools or controls; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee occasionally works in outside weather conditions and is occasionally exposed to risk of electrical shock.

The noise level in the work environment is usually moderate.

Concordia University - Irvine Cahttps://cui.applicantpro.com