Position Type:Full time
Supervisor: Director of Information Systems
Last Updated: April 2022
Job Purpose:Overseeing and supporting end-user services for all faculty/student needs
Location:Remote, various locations throughout California
Calbright College seeks a Desktop Engineer to oversee and support end-user services for all faculty & student computing, printing, mobile hotspot, productivity, and collaboration technologies. The ideal candidate should be a self-starter with the ability to work both independently and in a collaborative team environment. Google Workspace, Zoom, Mac OS, and Chromebooks are key technologies in our staff environment; this is in addition to student-facing technologies where Level 2 & 3 support will be required. Responsibilities include troubleshooting, training, and vendor escalation, as well as documenting new features and functionality. The successful candidate will have excellent problem solving and analytical skills, focused on isolating problems and delivering solutions.
Essential Job Duties and Responsibilities
The duties below are representative of the role and are not intended to cover all of the duties performed within the scope of work.
- Manage support process and systems in conjunction with a 3rd party vendor to provide best in class service to Calbright stakeholders
- Administer G-Workspace and Okta, including user provisioning, automation of onboarding, and SAML configuration
- Supply L2 and L3 IT support for end-user software, covering Mac OS, G Workspace, Zoom, Slack, Okta, mobile devices, and various software applications
- Respond to and manage all IT support tickets
- Maintain documentation for end-users and service desk personnel including but not limited to KB articles, process walkthroughs, and training videos.
- Identify and document hardware/software recommendations and best practices
- Provide onboarding and offboarding of employees/students by preparing equipment, creating accounts, provisioning resources, and tracking assets
- Prepare and lead technical instruction for incoming and existing staff
- Recognize recurring technical issues; propose and implement appropriate solutions
- Proactively identify areas for improvement, stopping problems before they start
- Maintain physical asset inventory;own the tracking IT assets college-wide
- Design, configure, and maintain secure configurations of computer hardware and management frameworks including Lightspeed and Druva
- Participate in on-call rotation for after-hours emergency support
- Perform other related duties as assigned that support the objective of the position.
Knowledge, Skills, and Abilities
- Customer-first attitude and service
- Strong written & verbal communications skills, especially related to high-stress technical situations
- Demonstrated ability to explain technical concepts to non-technical personnel
- High degree of zest and joy, especially regarding technology solutions
- Ability to multi-task (context switch) between a variety of tasks through-out the day to address changing priorities and situations
- Demonstrated understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, staff and faculty.
- Experience managing support tickets through the entire lifecycle (e.g. user contact, triage, diagnosis, analysis, testing, resolution)
- 3+ years of experience in a technology service role
- 2+ years of varied experiences supporting, managing and configuring end-user technology platforms and experiences (desktop, web, and cloud systems)
- Hands-on setup and troubleshooting experience with at least two of these: mac, windows, and chrombooks
- Hands-on experience with managing Enterprise SaaS solutions
- Good understanding of networking fundamentals
- Nice-to-have: Google Apps Certified Administrator
- Nice-to-have: Hands-on experience with federated login, single-signon and/or directory services (e.g. Active Directory)
- Nice-to-have: Familiarity with an educational environment (either P-12 or higher education)
- Nice-to-have: Ability to create shell scripts and leverage APIs
- Nice-to-have: Salesforce user setup and troubleshooting
Working Conditions and Travel
- Calbright College is a statewide online college where all instruction and support are done via various online technologies both in person and remotely. Calbright College has administrative offices in Sacramento available for use. When working remotely, employees should be able and willing to use digital communication tools as used by the college, and have the ability to work on a computer for extended periods of time.
- Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.
- 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 Calbright College policies, procedures, and Title IX.
- Calbright College celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive. Individuals interested in advancing Calbright College’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.
- Requires the ability to function in a remote online instructional environment performing work of primarily a sedentary nature. Requires the ability to use hearing and speech to make presentations to groups and carry on conversations over the phone and in-person. Requires speaking skills to communicate with staff and students in one-on-one and small group settings, on the phone, and to distinguish sound prompts from various types of equipment. Requires near visual acuity to read printed materials and computer screens. Requires sufficient hand/arm/finger dexterity to retrieve work materials, operate a personal computer keyboard, and operate standard office equipment. Requires the ability to lift and/or move up to 25 pounds.
- Work is performed indoors where minimal safety considerations exist.
Equal Employment Opportunity
Calbright College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, veteran status, disability or genetics. In addition to federal law requirements, Calbright College complies with applicable state and local laws governing nondiscrimination in employment.
Who We Are
Calbright College is one of California’s newest community colleges – the first statewide, online campus designed to bridge the gap between employers with unfilled positions and students who don’t have either the time or money to attend a traditional school. Our mission is to increase economic mobility and close equity gaps for working adults who lack easy access to traditional forms of higher education by offering online, flexible, affordable skills-based programs that provide tangible economic value for both working adults and hiring managers.