Help Desk Representative (Information Technology Consultant Foundation Level)

Rohnert Park, CA

Sonoma State University



Help Desk Representative (Information Technology Consultant Foundation Level)
Sonoma State University


Department Name
Information Technology

Salary and Benefits
The anticipated starting salary placement depends on qualifications, experience and salary budget, and will not exceed $4,217 a month.

This position is eligible for a broad range of benefits, including medical, dental, vision, life and disability insurances, retirement (CalPERS), tuition waiver, vacation and sick leave. In addition, 14 paid holidays are offered each year; 13 scheduled on specific days and a Personal Holiday that may be taken any time during the year.

A comprehensive benefits summary for this position is available online by clicking the View Benefits Summary link below or by request from SSU Human Resources.

Application Deadline
This position is open until filled. For full consideration, please submit application, along with cover letter and resume, by 8am on Friday, June 5th. Please refer to the Application Process section of this posting for additional details.

Conditions of Employment
This is a full time, non-exempt position, which will lead toward permanent status following the successful completion of a probationary period.

Responsibilities
Sonoma State University is committed to achieving excellence through teaching, scholarship, learning and inclusion. In line with our Strategic Plan and our Seawolf Commitment, our values include diversity, sustainability, community engagement, respect, responsibility, excellence and integrity. We strive to cultivate a community in which a diverse population can learn and work in an atmosphere of civility and respect. We encourage innovation, experimentation and creativity, as well as contributions to equity and inclusion, in the pursuit of excellence for all members of our university community.

Reporting to and under direct supervision of the Deputy CIO, and with additional lead work direction and supervision from the Help Desk Coordinator, it is the responsibility of the Help Desk Representative to provide technical support and assistance to assigned campus departments, faculty, staff and students; and to assure access to supported computing and network services. Specifically, the Help Desk Representative is responsible for answering calls received through the Help Desk or directly from specific geographic areas of the SSU campus, providing one-on-one assistance on-site at the caller's location or remotely from the Help Desk, processing requests for IT services from the campus community and assigned areas, making office visits for faculty and staff to provide desktop computing support and maintenance, and assisting other IT staff to develop tools for IT technical support use. The incumbent is also responsible for performing outreach duties that include system updates, technical support, and problem resolution.

Under direct supervision, the major duties of this position include, but are not limited to, the following:
- Assisting in answering calls to the Help Desk support line and providing one-on-one assistance at the Help Desk;
- Providing general maintenance, phone support, and in-office support to assigned areas for IT services;
- Installing, configuring, and maintaining applications and operating system software on supported computers and devices;
- Troubleshooting and resolving reported workstation computing problems;
- Using established procedures to assign, track and escalate support requests;
- Acting as liaison and interfacing between assigned areas and other IT units and staff;
- Researching available systems, applications and utilities, and recommend alternatives to develop tools for IT technical support use;
- Assisting in the day to day operations of the equipment maintenance facility and IT Geoteam;
- Assisting faculty, staff, and students in the use of standard applications and their features for Tech Classroom and media cart equipment;
- Writing end user documentation.

Performs other secondary duties as assigned.

Duties take place mostly in an office setting located at Sonoma State University, and in various offices, labs, classrooms, campus areas requiring the use of a computer, technology, and audio video equipment. The normal work schedule is Monday through Friday aligned with regular campus hours and department. As a non-exempt employee, any request for overtime will be specified and pre-approved by Appropriate Administrator. Evening and weekend hours may be required and will be specified only by the supervisor to meet the operational needs of the department. Your specific start time is determined by your Appropriate Administrator to meet operational needs. The incumbent must maintain regular and acceptable attendance at such levels as is determined by your Appropriate Administrator. The position may require occasional travel, by automobile and airplane, and the incumbent must be able to work some night and weekend hours with overnight stays.

This position requires, with or without reasonable accommodations, the ability to frequently sit, move or stand for office and/or event functions, be at a computer for 6-8 hours/day, occasionally reach with hands and arms, climb or balance, stoop and kneel and lift objects of up to 50 lbs in weight.

Qualification Note
A basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. This foundation would normally be obtained through a bachelor's 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 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. The incumbent must be able to demonstrate a basic understanding of the standard principles and terminology associated with computers operating in an enterprise environment, address common problems of limited scope, and demonstrate work-ready communication skills. Experience in a computer user services related position, additional training or education in Information Technology and experience with PeopleSoft highly desired.

In addition, the incumbent should possess:
- Experience with Windows 7 and newer, Macintosh operating systems, user applications, networking;
- Necessary skills to install, configure, customize and maintain software and hardware in a Windows 7 and newer and/or Macintosh environments, including input and output device and peripherals;
- Knowledge of standard academic computing applications, including productivity applications such as word processing, spreadsheets, and presentation packages; multi-media applications; graphics applications and network applications such as WWW tools;
- Knowledge of data processing procedures and equipment;
- Good interpersonal, verbal and written communication skills;
- Good customer support or experience;
- Ability to apply consultative skills to assess user needs and provide appropriate support;
- Ability to analyze, troubleshoot, and resolve problems;
- Ability to be committed to a high standard of safety and be willing and able to comply with all safety laws and all of the University's safety polices and rules; and be willing to report safety violations and potential safety violations to appropriate supervisory or management personnel;
- Must be able to adapt to change in the work environment, accept constructive feedback, effectively handle multiple tasks and competing demands, work well both independently and with others on a team and work actively to resolve conflicts;
- Must be able to work in a very stressful environment where constructive feedback from others is encouraged;
- Must have the ability to effectively communicate with all levels within the university and establish and maintain productive and effective, inclusive working relationships amongst diverse populations including staff, faculty, administration, students, and other internal and external constituents.

Application Process
Click the "Apply Now" to apply to this position, materials submitted with your application will not be returned. For questions related to the application process, please reach out to Human Resources (hr@sonoma.edu | 707.664.3100).

Qualified candidates must submit the following to be considered:
1. Cover Letter and Resume - application system only allows one document to be uploaded, so cover letter and resume must be included in the same MS Word or PDF file (file name should not contain any spaces or special characters)

In your cover letter, please address what steps you would take to ensure student success in this role?

2. Online Employment Application (complete entire application, resume/cover letter will not substitute for any part of the application)

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current employees who apply for this position.

The ADA Coordinator is available at 707.664.2664, to assist individuals with disabilities in need of accommodation during the hiring process.

Other Information
EEO STATEMENT
The university is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.

MANDATED REPORTING
This position may be 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.

About Sonoma State
Sonoma State University, located 48 miles north of San Francisco, is one of the 23 campuses of the California State University. Sonoma State University is a liberal arts institution with an enrollment of approximately 9,000 students located in Rohnert Park, at the foot of the Sonoma hills in the Wine Country.

Sonoma State University is proud to be a smoke-free campus, where smoking and other uses of tobacco products, such as smokeless tobacco, the use of e-cigarettes and similar devices, are prohibited.

Sonoma State University's Jeanne Clery Act Annual Security Report is available at www.sonoma.edu/ps/about/jeanneclery.html; Annual Campus Housing Fire Safety Report is available at www.sonoma.edu/housing/general-info/emergency-prep/fire-safety.html.

Contact Information
Sonoma State University
Human Resources
Main (707) 664-3100
Fax (707) 664-3196
1801 East Cotati Avenue
Rohnert Park, CA 94928
hr@sonoma.edu


To apply, visit http://web.sonoma.edu/jobs/.

Other Information
Equal Employment Opportunity: The University is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.

Mandated Reporting: This position may be 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.

About Sonoma State University
Sonoma State University, located 48 miles north of San Francisco, is one of the 23 campuses of the California State University. Sonoma State University is a liberal arts institution with an enrollment of approximately 10,000 students and 530 full-time and part-time faculty. Our beautiful campus is located in Rohnert Park, at the foot of the Sonoma hills in the Wine Country.

Sonoma State University is proud to be a smoke-free campus, where smoking and other uses of tobacco products, such as smokeless tobacco, the use of e-cigarettes and similar devices, are prohibited.

Sonoma State University's Jeanne Clery Act Annual Security Report is available at http://www.sonoma.edu/ps/about/jeanneclery.html; Annual Campus Housing Fire Safety Report is available at http://www.sonoma.edu/housing/general-info/emergency-prep/fire-safety.html.

Contact Information
Sonoma State University
Human Resources
Main (707) 664-3100
Fax (707) 664-3196
1801 East Cotati Avenue
Rohnert Park, CA 94928
hr@sonoma.edu


View Benefits Summary: https://www2.calstate.edu/csu-system/administration/systemwide-human-resources





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jeid-7c30abd25194d34b842056af704f75c3 Posted: 06/06/2020