CGU-Technology Support & Engagement Specialist

CGU Claremont Graduate University; United States; On-site; USD 42,000 - 49,000; Full time

Job summary

Claremont Graduate University is seeking a Technology Support & Engagement Specialist to provide onsite technical support and proactively engage the campus community in using technology effectively. The role blends hands-on troubleshooting with user training, documentation, and self-service resource promotion.

The candidate should be curious, resourceful, and committed to improving the user experience through practical solutions, collaboration, and adoption of emerging technologies.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Three years of experience in technical support or related client-facing technology roles is preferred.
• Experience with higher education technologies and enterprise apps is desirable.

Responsibilities

• Build and maintain positive relationships with faculty, staff, and students; understand technology needs and opportunities for improvement.
• Provide timely technical assistance for computers, software, devices, and connectivity; document requests in the service system.
• Advise users on effective use of CGU-supported systems and coordinate with OIT colleagues as needed.
• Deliver training and create self-serve resources to promote user independence and adoption.

Skills

Interpersonal skills

Troubleshooting

Proactive mindset

Documentation

Microsoft 365

Higher Ed tech

Education

Bachelor's degree preferred

Tools

Freshservice

Canvas

PeopleSoft

Workday

AI productivity tools

Job description

Job Posting Location: Claremont, CA

Job Posting Title: CGU-Technology Support & Engagement Specialist

PRIMARY PURPOSE/GENERAL DESCRIPTION

The Technology Support & Engagement Specialist is a client-facing member of CGU's Office of Information Technology, responsible for providing responsive onsite technical support while proactively engaging faculty, staff, and students to improve their use of technology. The position combines hands-on troubleshooting with relationship building, technology guidance, user training, and promotion of self-service resources. The successful candidate will be curious, resourceful, innovative, and committed to helping the campus community make effective use of existing and emerging technologies.

DESCRIPTION OF DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS

• 1. Builds and maintains positive relationships with faculty, staff, students, and campus departments, proactively engaging users to understand their technology needs, challenges, and opportunities for improvement.
• 2. Provides timely, professional technical assistance for computers, software, applications, mobile devices, printers, peripherals, and connectivity issues, documenting and managing requests through the OIT service management system.
• 3. Serves as a trusted technology resource, advising users on effective use of CGU-supported systems, identifying practical solutions, and coordinating with other OIT specialists when needed.
• 4. Promotes technology adoption and user independence through individual and group training, onboarding, knowledge articles, tutorials, self-service resources, and ongoing user engagement.
• 5. Identifies recurring issues, inefficient processes, and opportunities to improve the user experience through innovative approaches, automation, AI-enabled capabilities, and better utilization of existing technology investments.
• 6. Assists with computer configuration, deployment, maintenance, software upgrades, endpoint management, and asset lifecycle activities, ensuring adherence to institutional technology and security standards.
• 7. Collaborates with OIT colleagues and student employees to support classrooms, computer labs, instructional technologies, and shared computing resources, providing support for audiovisual and infrastructure services as needed.
• 8. Provides assistance and user guidance for Microsoft 365, Windows, macOS, Canvas, PeopleSoft, email, collaboration platforms, and other CGU-supported applications.
• 9. Actively seeks user feedback, monitors support trends, recommends service improvements, and works collaboratively across OIT and campus departments to simplify processes, improve satisfaction, and reduce avoidable support requests.
• 10. Takes leadership role on projects and tasks specifically assigned by OIT and university leadership, including: project scoping, needs analysis, timeline and resource estimation and management, initiation and progression, and regular communication of progress, as well as post-conclusion stakeholder reaction collection and reporting
• 11. Maintains service documentation, contributes to OIT projects and departmental initiatives, and performs other related duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, and ABILITIES

• 1. Excellent interpersonal and communication skills, with a demonstrated ability to build trusted relationships and engage effectively with users of varying technical abilities.
• 2. Strong technical troubleshooting and problem-solving skills across Windows, macOS, desktop applications, networking, and peripheral technologies.
• 3. A proactive, resourceful, and innovative mindset, with demonstrated initiative in identifying and implementing technology or service improvements.
• 4. Ability to translate technical concepts into clear, practical guidance, develop user-friendly documentation, and deliver effective individual or group training.
• 5. Working knowledge of Microsoft 365, Teams, Active Directory, Entra ID, Intune, and enterprise collaboration technologies.
• 6. Familiarity with higher education technologies, including learning management systems, classroom technologies, and administrative applications.
• 7. Interest in emerging technologies, including AI, automation, and digital productivity tools, and their practical application to improving user experience and efficiency.
• 8. Ability to work independently and collaboratively, manage competing priorities, exercise sound judgment, and handle sensitive information with discretion.
• 9. Understanding of information security, data privacy, endpoint management, and IT service management practices.
• 10. Strong customer service orientation, adaptability, curiosity, and commitment to continuous learning and improvement.

QUALIFICATION STANDARDS

EDUCATION

Bachelor’s degree preferred or any combination of education, Training, or experience that provides the required knowledge, skills, and ability.

EXPERIENCE

Three years of experience in technical support, technology enablement, or related client-facing technology roles preferred. Higher education experience desirable.

LICENSES/CERTIFICATES

A+, Network+ preferred

OTHER PREFERENCES

Experience with Freshservice or similar service management platforms, Canvas, PeopleSoft, Workday, and AI-enabled productivity tools desirable.

HOURS

The regular work schedule for this position is generally Monday through Friday, 8:30 a.m. to 5:00 p.m. Work hours and schedules may vary based on university, departmental, and operational needs. This position is primarily on-site; however, flexible or remote work arrangements may be available with supervisor approval and are subject to operational needs and university practices. Any flexible work arrangement may be modified or discontinued as business needs change. This position is not eligible for employer-sponsored work authorization. CGU will not provide visa sponsorship for this position, now or in the future.

CLASSIFICATION AND STATUS

This is a non-exempt, benefits base, hourly position

SUPERVISORY RESPONSIBILITY

No supervisory responsibility

REPORTS TO

Client Services Manager

PAY RANGE

$30.77 - $35.90 per hour

The successful candidate will be required to undergo a full background check. Employment is contingent on the satisfactory results of the aforementioned; in addition to compliance with requirements cited in this job description. In order to ensure compliance with applicable state and federal laws, all work for this position is required to be performed within the State of California. Remote or hybrid work arrangements do not allow employees to perform work from outside of California, and are limited to a specific, approved location within California for each remote employee. Physical Requirements: Physical Activities Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like. Never Occasionally Constantly Moving self in different positions to accomplish tasks in various environments including tight and confined spaces. Never Occasionally Constantly Remaining in a stationary position, often standing or sitting for prolonged periods. Never Occasionally Constantly Moving about to accomplish tasks or moving from one worksite to another. Never Occasionally Constantly Adjusting or moving objects up to 50 pounds in all directions. Never Occasionally Constantly Communicating with others to exchange information. Never Occasionally Constantly Repeating motions that may include the wrists, hands and/or fingers. Never Occasionally Constantly Operating machinery and/or power tools. Never Occasionally Constantly Operating motor vehicles or heavy equipment. Never Occasionally Constantly Assessing the accuracy, neatness and thoroughness of the work assigned. Never Occasionally Constantly Environmental Conditions Low temperatures. Never Occasionally Constantly High temperatures. Never Occasionally Constantly Outdoor elements such as precipitation and wind. Never Occasionally Constantly Noisy environments. Never Occasionally Constantly Hazardous conditions. Never Occasionally Constantly Poor ventilation. Never Occasionally Constantly Small and/or enclosed spaces. Never Occasionally Constantly No adverse environmental conditions expected. Never Occasionally Constantly Physical Demands Sedentary work that primarily involves sitting/standing. Never Occasionally Constantly Light work that includes moving objects up to 20 pounds. Never Occasionally Constantly Medium work that includes moving objects up to 50 pounds. Never Occasionally Constantly Heavy work that includes moving objects up to 100 pounds or more. Never Occasionally Constantly EEO Statement: Claremont Graduate University is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, religion, gender and/ or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, sex, age, sexual orientation, or physical disability or any other legally protected basis in its employment practice and in admission of students to educational programs and activities in accordance with the requirement of Title IX of the Education Amendments of 1972, Title I of the American Disabilities Act of 1990 and other applicable laws. CGU is committed to affirmative action in employment practices regarding ethnic minorities, the physically challenged, Vietnam-era veterans, and women. This job description defines the essential or fundamental job duties of the employment position. It is assumed that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. Qualified candidates of diverse ethnic and racial backgrounds are encouraged to apply for vacant positions at all levels. This job description defines the essential or fundamental job duties of the employment position. It is assumed that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act. Successful completion of criminal background and DMV checks required for final candidate CGU is like no other graduate-level university in the nation. Founded in 1925, Claremont Graduate University is an independent institution devoted entirely to graduate study. The Carnegie Foundation for the Advancement of Teaching has classified CGU as Research University with High Research Activity. On our 19-acre, tree-lined campus in Claremont, 35 miles east of downtown Los Angeles, our five academic schools award master's and doctoral degrees in 22 disciplines. Enrollment is limited and classes are small, so you receive the attention you need. As a member of The Claremont Colleges, a consortium of seven independent institutions, CGU is able to offer a greater breadth of faculty and campus resources than is typical of a university with 2,000 students. At CGU, students are encouraged to pursue personal academic interests and research agendas even when they transcend the boundaries between individual departments.