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Technical Support Specialist (530408) Jobs
Company | California State University, Office of the Chancellor |
Address | Long Beach, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Government Administration |
Expires | 2023-08-28 |
Posted at | 9 months ago |
Description
- Install, configure, update, and dispose of hardware and software as needed.
- Record and update all service requests within the service ticketing system.
- Coordinate with other support staff and managers to resolve all support issues.
- Provide advanced network troubleshooting and diagnostics. Support maintenance security system requirements for specialized access. Adhere to security policies with regard to securing data access, delegation controls, and governance.
- Coordinate new hire rollout scheduling and end-user computer system orientations.
- Perform diagnostic and testing of software and hardware and initiate repair as needed.
- Track inventory and maintain a supply of computers and accessories for system replacements, system rollouts, and new hire activities. Provide analysis and reporting of RMA (return merchandise authorization), and break fix. Forecast supply chain lead times and hiring rate trends.
- Adhere to ITIL best practices for incident and problem management, advises management of such incidents, and assist with resolution.
- Assist IT Support Center in tracking, processing, and resolutions of services and incidents. Adhere to ticketing system policies and procedures.
- Interface with vendors to ensure the accurate configuration of software and hardware for Chancellor's Office staff, trustees, and guests.
- Provide virtual and on-site training for Chancellor's Office staff and trustees as needed. Adapt, create, and design training material as required. Particularly deliver formal and informal end-user training and support for Chancellor Office applications.
- Prepare written technical documentation for application and hardware. Publish documentation on the department SharePoint site and organization Intranet for end-user consumption.
- Assist with configuring email and a wireless internet connection to these devices.
- Administrator and maintain mobile device management systems.
- Provide support and configuration of smartphones and tablets, migration activities, and coordination of warranty repairs.
- Two years or more of Jamf mobile device management experience preferred.
- Apple Certified Support Professional certification.
- A bachelor's degree in Computer Science or a related field or (equivalent combination of education and experience) of two years of progressive desktop support activities.
- Uses effective communication and listening skills to work with others and problem-solve.
- Ability to communicate effectively with various users.
- Supports an environment that motivates others and builds morale.
- Ability to quickly gather information from and disseminate information to the appropriate parties.
- Solid written communication skills are necessary to provide accurate technical documentation.
- Ability to work collaboratively with CSU personnel and consultants.
- Ability to present technical information at training classes.
- Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.
- Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.
- Develops practical and thorough solutions to address all aspects of identified problems.
- Identifies problems and uses appropriate sources to research technical problems.
- Ability to independently apply technical judgment to standard applications and systems.
- Ability to assist in trend analysis and forecasting.
- Ability to schedule and prioritize to meet deadlines.
- Ability to track information accurately.
- Experience in coordinating resource requirements.
- Effective communication with non-technical staff.
- Ability to track and document information between multiple parties.
- Ability to work independently with little supervision.
- Diligence and solid organizational skills are necessary.
- Proficiency in Microsoft Office Productivity Suite {Word, Excel, PowerPoint, Outlook, Visio, Project}.
- Exposure to Macintosh OS and Microsoft Windows 10/11 operating system.
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