Technology Support Specialist - Information Technology Services

California Polytechnic State University; San Luis Obispo (CA); On-site; USD 71,000 - 85,000; Full time

Job summary

Cal Poly's Information Technology Services (ITS) is seeking a Service Desk Consultant to deliver outstanding customer service and support for ITS applications and services. You will assist with admin systems, network access, email, calendars, user accounts and passwords, PolyCard, and more, while contributing to documentation and training.

This role may be hybrid, with work performed in California as per Cal Poly guidelines.

Qualifications

• Equivalent to a bachelor's degree in a related field and two years of relevant experience.
• Experience in an institutional/educational environment with a customer-oriented service approach.
• Familiarity with remote desktop support tools and IT service desk operations.

Responsibilities

• Provide basic to intermediate user consultation and support for ITS services.
• Support applications and services, manage accounts, passwords, and PolyCard.
• Assist with technology rentals, software license management, mobile device management, and walk-in support.

Skills

Customer service orientation

Service desk activities

Technology rentals management

Software license management

Mobile device management

Walk-in support

System monitoring tools

Active Directory

Remote desktop support

Virtual environments

Office 365

Education

Bachelor's degree in related field

Equivalent experience substituted for education

Advanced degree substitution allowed

Tools

Active Directory

Remote Desktop Tools

Office 365

Virtual environments (VMware/Hyper-V)

Job description

• Unit 9 - CSUEU - Technical Support Services 1

Job Search Category/Discipline

Time Basis

• Full Time 1

Workplace Type (Exclude Inst Fac)

• Telecommute eligible (work onsite as scheduled and/or as requested and telecommute as scheduled) 1

Job Summary

Under general supervision of the Client Services Manager, the Service Desk Consultant delivers outstanding customer service and support for applications and services provided by the ITS Service Desk. This position provides support for all assigned systems, including administrative systems, network access, email, calendar, user accounts and passwords, PolyCard, and other services. Duties include providing basic and intermediate user consultation and support, applications and services administration, documentation, and training. We are also looking for experience with technology rentals, software license management, mobile phone management, & walk-in support. #CalPolyITS

This position is eligible for hybrid work pursuant to Cal Poly’s Telecommuting and Remote Work Guidelines & the CSU policy requiring that all work be performed within the State of California.

Information Technology Services (ITS) is a fast-moving team that is responsible for helping Cal Poly achieve academic excellence through developing and implementing learning, teaching, and administrative solutions which leverage technology that align with strategic goals and objectives. With a focus on continuous improvement, ITS fosters innovation, supports continuous learning, and develops people to their full potential. Our team of more than 190 professionals works in a DevOps environment to shape the technology landscape at Cal Poly.

Key Qualifications

• Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.
• Demonstrated skills in Service Desk related activities such as a technology rentals, software license management, mobile phone management, & walk-in support.
• Experience using system monitoring and performance tools in a large-scale environment.
• Demonstrated management and experience with of Active Directory.
• Experience with and demonstrated application of remote desktop support tools.
• Experience deploying technology and working in virtual environments.
• Deep knowledge and troubleshooting of Office 365.

Education and Experience

• Equivalent to a bachelor's degree in a related field and two years of relevant experience.
• Additional experience which demonstrates acquired and successfully applied knowledgeand abilities shown above may be substituted for the required education on a year-for-year basis.
• An advanced degree in a related field may be substituted for the required experience on ayear-for-year basis.

Salary and Benefits

Anticipated Hiring Range: $ 70,824 - $84,648 Per Year

Classification Range: $69,444 - $101,160 Per Year

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Anticipated Hiring Range referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Classification Range may be broader than what the University anticipates paying for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

Cal Poly offers a best-in-class benefits program, including health, dental and vision insurance, retirement participation in the Public Employees' Retirement System, and educational benefits for eligible employees. See our benefits website for additional information.

Cal Poly

Cal Poly is a nationally ranked public university located in San Luis Obispo, California, and known for its Learn by Doing philosophy. Each year more than 22,000 top-tier students come to San Luis Obispo and Cal Poly Maritime Academy in Solano County to put knowledge into action, taking their learning outside the classroom as they prepare for careers in engineering, agriculture, science, business, humanities, maritime and the built environment. Cal Poly’s hands-on philosophy, small class sizes and close student-faculty mentorships result in graduates ready from day one to impact their communities, California and the world. For more information, visit www.calpoly.edu .

Please watch the video linked here to learn more about the CSU system.

Equal Opportunity and Excellence in Education and Employment

This position is open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal Poly provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. Cal Poly complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

Cal Poly is a diverse community of individuals who represent many perspectives, beliefs and identities, committed to fostering an inclusive, respectful, and intellectually vibrant environment. We cultivate a culture of open dialogue, mutual respect, and belonging to support educational excellence and student success. Through academic programs, student organizations and activities, faculty initiatives, and community partnerships, we encourage meaningful engagement with diverse perspectives. As a higher education institution, we are dedicated to advancing knowledge and empowering individuals to reach their full potential by prioritizing inclusive curriculum development, faculty and staff training, student mentorship, and comprehensive support programs. At Cal Poly, excellence is built on merit, talent, diversity, accessibility, and equal opportunity for all.

Supplemental Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. Cal Poly will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

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.

Cal Poly, San Luis Obispo is not a sponsoring agency for staff or management positions. Applicants for staff and management positions must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Education Code 89521 Requirements: Applicants will be required to disclose whether they have received a final administrative decision or final judicial decision determining that they have committed sexual harassment within the last 7 years only after a determination is made that they meet the minimum qualifications for the position, and before an offer of employment is extended. Applicants who reach the final stages of the application process must also sign a release form that authorizes the release of information by the applicant’s current and/or former employers to the CSU concerning any substantiated allegations of misconduct.

Positions are posted for a minimum of 14 calendar days.