Job no: 514326
Work type: Staff
Location: San Diego
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology

REVISED

Position Summary

The Information and Digital Technologies (IDT) Unit is responsible for providing technology services to Students, Faculty and Staff within the Library, Academic Affairs and other departments that may be supported by the unit. IDT is comprised of the following workgroups: End-User services, Server System Administrators, Student Computing Hub, 24/7 Student Area, and Digital Collections. The IDT Division is a team of approximately 65 student employees and 12 professionals who develop and deliver innovative information technology services for teaching, learning and research.

As a member of the end-user services support team, this position is responsible for interfacing with our customers in user communication and technical support. This position will work extensively within the ServiceNow platform in incident assignment, tracking and completion of assigned tasks. The incumbent will provide hands-on desktop services and other technology related support for faculty, staff and students. This will include Windows, Mac and Chrome OS support, creation and deployment of desktop images, hardware and peripheral repair, and troubleshooting of software issues. Duties also include creating and modifying windows group policies and ensuring systems are secured and patched as needed. The incumbent should have experience with help desk ticketing software for tracking and reporting of incidents. SDSU is a diverse population of students, faculty and staff. It is expected that the incumbent has the ability to communicate with an ethnically and culturally diverse campus community.

For information about Information Technology division, click here.

Full-time, benefits eligible, permanent (probationary) position. This position is designated exempt under FLSA and is not eligible for overtime compensation. Standard SDSU work hours are Monday – Friday, 8:00 a.m. to 4:30 p.m., but may vary based on operational needs.

This position is physically located at the SDSU Main Campus in San Diego.

Education and Experience

To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. 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.

Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include 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.

Specialized Skills

• Five years of work-related experience supporting desktops in a large networked environment.
• Five years of work-related experience supporting both common software products i.e., Microsoft, Adobe, Google etc.
• Five years’ experience with VPN, DNS, and DHCP.
• Knowledge and experience with Microsoft Endpoint manager, device profiles and configuration profiles.
• Experience with Microsoft Autopilot.
• Experience with Microsoft Intune device management.
• Exceptional customer service skills, and deductive reasoning abilities and expertise in applying structured problem-solving techniques to resolve problems for end users.
• Excellent organization skills and ability to handle multiple tasks simultaneously.
• Thorough knowledge of management and supervisory principles and practices, including the organization and management of human, fiscal and equipment resources, the understanding of workload and workflow, and the ability to access and project long range needs.

Preferred Qualifications

• Three years of professional experience with Windows and Mac desktops.
• Three years of professional experience supporting standard desktop and web software. (e.g. MSOffice products, Google applications, Mail applications, Adobe products).
• Three years of professional experience setting up and repairing computer hardware and peripherals.
• Experience supporting users and systems in a large networked environment.
• Experience working with diverse groups of individuals consisting of various technology backgrounds.
• Experience with common software application packages, equipment platforms, database systems and sources, and training methods.
• Experience with centralized desktop anti-malware systems.
• Experience and demonstrated ability to deliver training and consultation to users.

Compensation and Benefits

Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department’s fiscal resources. Starting salary upon appointment is not expected to exceed $6,250 per month.

San Diego State University offers a rich benefits package that constitutes a major portion of total compensation. For more information regarding SDSU benefits, please click here.

CSU Classification Salary Range: $4,372 - $10,792 per month.

SDSU Vaccine Policy

In accordance with the California State University system wide policy, students, faculty, and staff must be fully vaccinated against COVID-19 or provide a valid medical or religious exemption in order to access campus. Individuals are considered fully vaccinated for five months after their final dose of a two-dose COVID-19 vaccine or for two months after receiving the only dose of a single-dose vaccine. Afterward a COVID-19 booster is required to continue to be considered fully vaccinated.

The individual hired into this role will be required to submit their completed vaccination documentation to the university’s secure online health portal prior to beginning work. Individuals with an approved medical or religious exemption on file with the university will be required to participate in SDSU’s COVID-19 testing program.

Supplemental Information

Interested applicants are encouraged to apply quickly. Applications will be considered upon submission. The position will remain open until filled.

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.

San Diego State University is not a sponsoring agency for staff or management positions (e.g., H-1B visa). Applicants must currently be authorized to work in the United States on a full-time basis. Offers of employment are contingent upon the presentation of documents that demonstrate a person's identity and authorization to work in the United States, which are consistent with the provisions of the Immigration Reform and Control Act.

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.

SDSU is a smoke-free campus. For more information, please click here.

SDSU is an equal opportunity employer and does not discriminate against persons on the basis of race, religion, national origin, sexual orientation, gender, gender identity and expression, marital status, age, disability, pregnancy, medical condition, or covered veteran status.

Applicants with disabilities and applicants who require assistance completing an application may contact Taylor Jaress at tjaress@sdsu.edu

Advertised: Sep 09, 2022 (9:00 AM) Pacific Daylight Time
Applications close: Open until filled