IT Service Support Consultant I

Type of Appointment: FullTime Probationary

Job Classification: Information Technology Consultant I (Foundation Level)

Anticipated Hiring Range:$4500 $5000 per month ($54000 $60000 annually)

Work Hours: Monday Friday 8am 5pm unless otherwise notified

Recruitment Closing Date: May 26 2025

THE DEPARTMENT:

The Division of Information Technology and Institutional Planning provides innovative strategic and costappropriate technology services in collaboration with the campus community to advance the mission of the University. Technology services are recognized as an essential resource in furthering the Universitys mission. IT will provide technology solutions expert consultation and leadership resulting in numerous enhancements to the advancement of learning and knowledge and the effectiveness of campus support services and business processes for the entire University.

The Client Services department consists of a team of information technology professionals and student assistants providing a wide variety of technical support services to the campus community. The Client Services department includes the IT Support Services team Classroom Support team Computer Lab Support team Client Infrastructure Team IT Asset Coordination team and Technical Support team. The Classroom Computer Lab Client Infrastructure Asset and Technical Support teams provide a clientfacing serviceoriented environment in the delivery support and management of campus IT computing services endpoint devices and technologyenhanced learning spaces. The IT Support Services team provides the campus with a single point of contact for firstline information technology support requests. IT Support Service team members are responsible for the central IT Service Desk (helpdesk) functions for staff faculty students and other users who are affiliated with the university. The team is the first point of contact for campus IT service user requests and is responsible for ensuring that the requests are appropriately routed and quickly addressed.

DUTIES AND RESPONSIBILITIES:

General Technical Support

• Provide technical support to campus faculty staff students affiliates and applicants who utilize campus IT services and applications.
• This position will perform assigned duties with training and mentoring provided by other Service Desk staff.
• This position provides prompt effective and accurate receipt and response to Service Desk requests and inquiries for technical support which involves logging researching resolving escalating tracking inquiries to completion and providing status updates to related parties.
• Obtains and interprets information provided by campus constituents to understand campus services related to the request or inquiry; independently identifies most appropriate/likely resolution and facilitates the resolution with other campus staff; and/or effectively and appropriately escalates to appropriate technical staff as appropriate.
• Accurately documents within campus ticket system to include a description of the request or inquiry steps taken status updates by user/technicians/management and resolution.
• Campus IT Services include electronic identity access wired and wireless network connectivity campus email systems learning management systems student administration and human resource capital enterprisewide applications as well as other campussupported Windows and Mac computer applications.
• Includes understanding of relationship and interaction of campus IT services with core desktop computer settings and functionality (Windows and Mac).
• Applies campus division and department policies guidelines and procedures to appropriately execute duties.

Student Worker Training and Scheduling

• Serve as pointofcontact for student worker training and scheduling. Includes overseeing and providing guidance to assigned student assistants; answering scheduling questions and processing add/drop requests for shifts.
• Student workers receive training during orientation and at various times from the Service Desk staff.
• This position will require understanding a process and with written guidelines be able to train student assistants on new processes and procedures as changes happen. This position may include weekly schedule creation.
• Utilizing scheduling software this position assists with creating and maintaining a schedule of multiple student workers to ensure physical desk coverage of the walkup tech desk located in the university library.

IT Process Support and Documentation

• Develop and maintain IT service documentation.
• Assists with developing and maintaining enduser or technical support documentation. Includes eHelp pages as well as IT internal support pages.
• Develop IT service workflow and business process documentation and provide associated oversight. With direction and approval of Director of IT Service Support includes developing and implementing guidelines and procedures for providing support and access to IT services.
• Other duties: Participate in project or task assignments that include research analysis testing documentation and/or enduser deployment. Includes related documentation and status reporting associated with assigned tasks.
• Attend division department or other meetings as directed.

QUALIFICATIONS:

• This foundation would normally be obtained through a bachelors 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.
• DL NUMBER Driver License Valid and in State
• The incumbent may be inexperienced or have limited experience in the specific technical field but usually possesses the general education training license or certification pertinent to the body of knowledge encompassed by the technical specialty. Typically the incumbent works under direct supervision and is able to demonstrate a basic understanding of the standard principles and terminology associated with the technical specialty address common problems of limited scope and demonstrate workready communication skills.
• Basic knowledge of Windows and/or Macbased personal computer operation and use demonstrated by the ability to troubleshoot enduser issues research and recognize problems identify possible causes and assist users with resolutions and/or alternatives. Also demonstrated by the ability to locate and analyze supporting information such as technical information instructions procedures guidelines etc.
• General knowledge of wired and wireless network connectivity integration and configuration demonstrated by an understanding of standard technologies with the capability to respond to configuration questions and user access issues. Also demonstrated by the ability to create and utilize supporting user and technical information such as technical instructions user procedures guidelines etc.
• Critical problem solving skills to identify technical issues when they exist; identify possible causes; and effectively and efficiently solve reported technical problems while minimizing escalations; When needed effectively escalate technical issues based on department practices procedures guidelines and
• independent judgement.
• Ability to resolve or direct inquiries based on written documentation technical information as well as campus and department policies procedures practices and guidelines.
• Excellent interpersonal and team skills demonstrated by the ability to work with a team to evenly distribute work among team members as well as the ability to anticipate needs and act accordingly. Also demonstrated by the ability to interact in a professional manner with colleagues and customers.
• Excellent communication skills demonstrated by the ability to present ideas and information clearly in written and verbal communication with colleagues and users via phone inperson documents email and documentation.
• Ability to concentrate for extended periods;
• Ability to answer user inquiries over the phone or inperson for extended periods of time;
• Ability to operate a computer for extended periods of time in an office or laboratory environment.

PREFERRED QUALIFICATIONS:

• Bachelors degree in Computer Science Computer Information Systems Information Systems Telecommunications Engineering Engineering Technology or a related degree or Twoyears experience working at an enterprise IT service/help desk function supporting a diverse user community with various skill levels
• Experience providing technical and/or enduser support in a highereducation environment.
• Knowledge and experience with Windows and/or Macbased personal computers in an enterprise wide environment.
• Knowledge and experience with mobile and cloud technologies in an enterprise environment.
• Knowledge and/or experience with wireless networks and configurations within an enterprise or higher education environment. Experience providing enduser technical support in a diverse technical environment including desktop mobile local server applications and cloud technologies.
• Experience providing enduser technical support in multiple modalities inperson over the phone online and in written form;
• Ability to define develop and implement IT processes

Out of State Work

The California State University (CSU) system is a network of twentythree public universities providing access to a quality education through the support of California taxpayers. Part of CSUs mission is to prepare educated responsible individuals to contribute to Californias schools economy culture and future. As an agency of the State of California the CSUs business operations almost exclusively reside within California. The CSU OutofState Employment Policy prohibits hiring employees to perform CSUrelated work outside California. For more information go to the CSU OutofState Employment Policy.

Background Check

Cal Poly Pomona will make a conditional offer of employment to final job candidates pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information and/or it is discovered that the candidate knowingly withheld or falsified determining the suitability of the candidate for the position Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature gravity and recency of the conviction the candidates conduct performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information go to the CSU Background Check Policy.

CSU Classification Salary Range

This position is part of the California State University Employees Union (CSUEU) bargaining unit 9. The CSU Classification Standards for this position are located on the CSU Classification Standards CSU Salary Schedule is located on the CSU Salary Schedule classification salary range for this position according to the respective skill level is: minimum$4094 and maximum$7881 per month. Please refer to the anticipated hiring range for the appropriate salary rate for this particular position.

Employment Eligibility Verification

Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information go to the Acceptable I9 website.

University Driving Requirements

Positions that require driving for university business by using apersonal or state vehicle must comply with the Authorized University Driver Policy. Driving records are monitored and evaluated by the Risk Management Department. The Risk Management Department evaluates a good driving report based on the following criteria. The driver must: 1. Have a valid California or other State Drivers license. 2. Have no more than 3 motor vehicle violations or been the cause of 3 accidents in a 12month period (or any combination of 3 thereof) 3. Not have more than 3 DMV Points if their license is Class C or 4. Not have more than 5 DMV Points if their license is Class A B or C with endorsements. For more information go to the Authorized University Driver Policy.

Child Abuse/Neglect Reporting Act (CANRA)

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. See policy at the Child Abuse/Neglect Reporting policy.

Security & Fire Safety

In compliance with state and federal crime awareness and campus security legislation including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act California Education Code section 67380 and the Higher Education Opportunity Act (HEOA) Cal Poly Pomonas Annual Security Report and Annual Fire Safety Report are available for viewing at: and Pay Transparency Nondiscrimination

As a federal contractor Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. For more information see the Pay Transparency Nondiscrimination Provision poster.

Reasonable Accommodation

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at . For more information go to Employment Notices.

Equal Employment Opportunity

Consistent with California law and federal civil rights laws Cal Poly Pomona provides equal opportunity in 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 employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. Cal Poly Pomona 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 Californias Proposition 209 (Art. I Section 31 of the California Constitution) other applicable state and federal antidiscrimination laws and CSUs 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.

Other Notices

For other important employment notices we invite you to visit Cal Poly Pomonas Employment Notices web page.