Information Technology Consultant

Type of Appointment: FullTime Probationary

Job Classification: Information Technology Consultant II (Career level)

Anticipated Hiring Range:$5700 to $6250 per month ($68400 $75000 annually)

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

Recruitment Closing Date: May 28 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 unit provides a clientfacing serviceoriented environment in the delivery support and management of campus IT computing services endpoint devices and technologyenhanced learning spaces. The department provides client technology services and support for University students faculty and staff. The unit consists of teams of information technology professionals providing a wide variety of technology support services to the campuss academic and administrative divisions.

DUTIES AND RESPONSIBILITIES:

CLIENT DEVICE SUPPORT

• Performs imaging configuration testing deployment and routine maintenance and updates of technical equipment including but not limited to: desktops laptops tablets mobile devices printers scanners and various peripherals. Provides hardware and software deployment and support for campus computing equipment and services including but not limited to: computer lab classroom spaces virtual computer lab environment and devices assigned to students staff and faculty members.
• Provides technical analytical and logistical support job duties associated with installing troubleshooting moving and maintaining various types of IT equipment (PCs and Macs tablets laptops printers and smart devices) operating systems (Windows and Mac OS) presentation equipment (projectors screens DVDs VCRs document cameras smart boards) and common business applications (Microsoft Office Adobe Acrobat); troubleshoot and repair malfunctioning technical devices and software.
• Assists in developing and updating campus technology hardware/software standards.
• Delivers carries and/or transports workstations printers monitors projectors lecterns and other IT equipment weighing up to 50 pounds as needed.
• Assists in maintaining records and inventory of IT equipment software and software licenses.
• Collaborates and troubleshoots with other members of the IT division in solving multidepartmental user equipment issues.
• Escalates and communicates technical issues to the appropriate technical support staff member for resolution.

USER SUPPORT

• Coordinates and communicates with staff faculty members and other campus personnel in addressing and resolving computer lab hardware and software technology requests changes and concerns.
• Provides consultative technical support inperson by phone by email by chat by ticket management and/or through remote desktop tools to endusers and endpoint devices to ensure problem resolution system/data access and computer performance.
• Answers technical questions and regularly communicates with various students faculty staff administrators visitors and outside vendors; uses sound judgment and decision making in order to find solutions and implement appropriate and timely solutions.
• Develop technical training and user documentation to assist staff and faculty in the effective use of desktop hardware software and peripherals.
• Conduct formal training programs equipment orientations and demonstrations as needed.
• Document operational procedures and guidelines for various information services.
• Collaborates with primary user support departments to gather functional requirements for IT projects and assists with the planning coordination and communication between various stakeholders.
• Inform and coordinate with users/departments of upcoming critical hardware software and network changes in order to ensure minimal impact to business operations.
• Effectively utilize the campus IT service support ticketing system promptly responding to user incidents requests and assigned tasks.
• Provides support in facilitating user access to intranet accounts group accounts software and facility access and ensures appropriate approvals are properly received and recorded.

COMMON OPERATIONAL RESPONSIBILITIES

• Assists with the daily operations of the departments service tickets.
• Provides assistance as directed to assist in completing projects meeting deadlines and supporting the departments overall technical support activities
• Notifies the manager of any interruption in service or changes to normal operating procedures.
• Communicates with other managers faculty and staff in regard to problems associated with IT service data or security. Maintains records and inventory of IT equipment and software.
• Ensures that IT service requests are submitted and managed through the IT ticket tracking system.
• Uses the IT ticketing system to respond to requests and closes tickets promptly. Evaluates and proposes recommendations for change/improvement in support operations; makes ongoing improvements in administrative or technical operating procedures and updates staff and faculty about changes accordingly.
• Remains uptodate with new technologies and tools relevant to supported user groups and responsibilities.
• Provides work guidance training direction and scheduling oversight for IT student assistant workers. Maintains communication with team members in addressing and responding to all user requests. Ensures contact availability extends to various campus locations (working remotely and oncampus).
• Assist departments with disaster recovery and IT business continuity needs including planning development and execution (as needed).
• Participates in IT division and campuswide initiatives project coordination and meetings.
• Maintains compliance with all software licensing campus policy and IT security regulations.
• Participates in department training opportunities and professional development activities designed to enhance work effectiveness.
• Provides technical training and documentation on behalf of IT. Serves as an IT escalation point for student assistants.
• Serves on committees attends and participates in departmental and campus meetings/events/activities.
• Uses sound judgment and decisionmaking in order to find solutions and implement appropriate and timely resolutions.
• Utilizes advanced communication and listening skills through effective interpersonal interactions and written correspondence with Department Division University staff and external contacts in person by telephone and via mail/email.
• Consistent with job classification assumes and carries out assigned tasks and responsibilities at the discretion of the department HEERA manager.

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 career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically incumbents have acquired the requisite skills and knowledge through a combination of education training and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems solving a wide range of problems and developing practicable and thorough solutions and using effective communication and listening skills.
• Functional knowledge of the specialty area demonstrated by an understanding and use of advanced principles and theories; ability to integrate work related knowledge to address problems; demonstrates competency in applying standard and nonstandard technology applications and exploring and adapting changing technology independently applies technical judgment; recognizes problems uses reasoning and logic to establish possible causes interprets and applies theories and principles generates alternative solutions implements a plan of action for the best resolution; develops solutions where precedents do not always exist.
• Ability to be proactive anticipate outcomes and consequences of different approaches and making modifications to action plans; demonstrates competence at interpreting and communicating information; demonstrates reflective listening skills when working with others; assists other in completing assignments and provides work direction and training to others on new skills and procedures ability to plan and work on shared projects.

PREFERRED EXPERIENCE:

• Extensive experience and expertise providing technical support troubleshooting and deployment for client devices computers applications account access management and local area networks.
• Effective communication skills both orally and in writing; demonstrated ability to communicate and assist users at all levels of technical knowledge and understanding.
• Experience in standard IT client hardware PCs Mac tablets smart hones and network protocols (e.g. TCP/IP).
• Willingness to work with an ethnically diverse and culturally pluralistic student body faculty and staff.
• Proven excellent customer service skills and values.
• Ability to use technical judgment and expertise to determine appropriate solutions to meet users needs.
• Ability to organize time so that tasks are completed in a timely manner.
• Ability to educate and deploy staff learn quickly interpret and present information clearly and accurately.
• Ability to move effectively around campus and visit user locations to provide support and resolution for complex problems
• Knowledge of and ability to apply campus accessibility standards to all forms documents websites and purchase recommendations.
• Effective communication skills and demonstrated ability to communicate with technical and nontechnical users.
• Experience in a university IT support environment.
• Experience with computing device management methodologies tools and best practices including SCCM KACE and JAMF.
• Experience with audio/visual technologies including Extron device programming and design wireless presentation solutions (Mersive Solstice) and HDBaseT implementations.
• Experience installing updating and managing software applications common to STEM disciplines including AutoDesk products
• Adobe Creative Cloud Matlab Mathematica SolidWorks SPSS and Visual Studio.

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$5158 and maximum$12730 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.