Academic Technology Specialist

Cal Poly Humboldt is proud to have more than 6,000 students of all backgrounds spread across 61 majors, 13 graduate programs, and 4 credential programs - all of whom contribute passion and creativity within their fields and set the stage for a future grounded in equity and sustainability. Hands-on learning, inspired teaching, ground-breaking research, and thought-provoking creative activity happen daily at Humboldt., The Technology Support Specialist III provides advanced technical support to faculty, staff, and students to ensure effective and secure use of campus technology resources. The position supports computing equipment and software in labs, classrooms, offices, and conference rooms and applies technical, training, and interpersonal skills to meet campus needs. This position also supports the specialized equipment, instruments, and software that Cal Poly Humboldt utilizes in our instructional and research spaces. Examples include microscopes, specialized printers, chemical analysis instruments, and specialized cameras. This position coordinates and serves as a direct customer interface providing guidance and direction to customers in the use of existing and emerging technologies in a complex computing environment. This position handles multiple work priorities with accountability for results. This position ensures that efficient and effective customer service management approaches are tailored to a wide range of end users and business practices. This position, designs, maintains, documents, and recommends technology changes or upgrades to departments, and applies advanced knowledge and expertise in technology support to ensure seamless integration of technology for campus departments while demonstrating advanced discernment in selecting appropriate technology solutions. Work is focused on ensuring alignment with overall technology objectives. The Technology Support Specialist III works effectively in a high-volume support setting, maintains organized workflows, and collaborates with ITS colleagues and campus partners to ensure consistent technical support. The position promotes a customer-centered service approach and is expected to demonstrate professionalism, clear communication, and support for Cal Poly Humboldt's commitment to Diversity, Equity, and Inclusion. The incumbent contributes to a productive work environment focused on student success, reliable service delivery, and continuous improvement., Technical Support and Troubleshooting

• Provide technical support to faculty, staff, and students through multiple channels, including in-person, phone, email, virtual, and ticketing systems.

• Diagnose, troubleshoot, and resolve hardware, software, networking, and security issues for computers, laptops, printers, mobile devices, and other technology equipment.

• Support classroom and lab technology, including projectors, cameras, microphones, speakers, document cameras, digital displays, wireless presentation systems, and other AV and HyFlex systems.

• Perform and coordinate repairs and replacements of computing and AV equipment.

• Research complex support questions/problems and identify solutions. Installation, Configuration, and Maintenance

• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and related peripherals.

• Complete software installations, updates, and configurations, including patch management and backups.

• Support computer deployments using standard configuration processes and tools.

• Perform system, application, and database maintenance to ensure stability and performance.

• Assist with technology asset inventory data entry Support Specialized Applications and Equipment

• Administration of specialized instructional and/or research applications, including but not limited to scientific instrument software and firmware, data gathering and analysis tools, and cloud products used for research or instructional purposes.

• Assist with procuring, installing, and supporting specialized equipment and instrumentation and the computers with which the equipment interfaces.

• Examples of the equipment and instruments include microscopes, specialized printers (like for 3D printing), VR goggles, specialized cameras, other specialized labs (including Linux and networking labs), etc.

• Utilize close relationships with faculty to gather requirements, research alternatives, implement pilot programs, and coordinate with other ITS teams to move services into production.

• Documentation and training for specialized instructional applications, including but not limited to scientific instrument software and firmware, data gathering and analysis tools, and cloud products used for research or instructional purposes.

• Support of highly customized equipment and software at remote research locations, including the Telonicher Marine Lab, North Wind research vessel, and others

• Develop relationships with staff and faculty in assigned areas and maintain open lines of direct communication to facilitate and build confidence in program development and support

• Acquire knowledge and experience to act as a subject matter expert in covered instructional areas (GSP, CS, ENGR, etc.)

• Work with ITS and 3rd party vendors (e.g. cloud providers) to obtain, manage, and support the resources required to support these programs (e.g. VMs, on-prem equipment, networking, etc.)

• Work with other ITS staff members and appropriate committees such as ATAC to evaluate and approve specialized technology or to implement existing solutions for other purposes. Work closely with System Administrators, the Research Architect/Engineer, the Research Support Technician, and Client Technology to maintain a robust, secure, and modern instructional technology and equipment platform

• Review and approve P2P requisitions. And assist customers with the submission of P2P requisitions Documentation, Training, and Communication

• Create and maintain user documentation, FAQs, and training materials for technology tools and best practices.

• Develop and deliver technology training sessions to educate users.

• Collaborate with other ITS staff to create and maintain documentation for ITS services and procedures.

• Maintain accurate records of service activities via ticketing system or other means.

• Collaborate courteously and effectively with ITS colleagues and campus users through open communication and teamwork. Projects, Collaboration, and Continuous Improvement

• Provide constructive input and feedback to improve IT services and participate in team planning sessions.

• Initiate, lead or participate in small or specialized technology support projects. Prepare related reports and documentation as required.

• Maintain current and in-depth knowledge of computers, software, networking, AV, video conferencing, and emerging technology trends through ongoing professional development.

• Design, document, and recommend improvements to technology support processes and procedures.

• Research and implement innovative solutions to meet evolving functional requirements and/or resource constraints.

• Collaborate in a courteous, flexible, and open manner with other ITS staff and campus users through frequent team contact and mutual support, excellent communication, and responsiveness. Knowledge, Skills, and Abilities Associated with this Position Include

• Ability to effectively communicate with a diverse population.

• General knowledge of information technology systems, applications, and networks.

• Attention to detail and accuracy.

• Demonstrated communication and interpersonal skills to work with students, faculty, and staff to obtain pertinent information, communicate technical information to diverse audiences, and document issues and resolutions.

• Ability to maintain confidentiality and appropriately handle sensitive information.

• Ability to work independently and as part of a team as well as build relationships with diverse stakeholders.

• Computer skills to appropriately respond to IT complaints and issues.

• Knowledge of network connectivity, server administration, and system troubleshooting.

• Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technology support.

• Strong communication and interpersonal skills with the ability to present technical information to technically diverse audiences in a clear and concise manner and produce technology education

• materials.

• Strong analytical skills to evaluate technology, configure and deploy systems updates, and troubleshoot..

• Knowledge of university policies, data needs, and data privacy regulations.

• Advanced knowledge and expertise in hardware and software troubleshooting including experience with enterprise-level systems and applications.

• Demonstrates competence in independently applying advanced judgment to support enterprise IT solutions.

• Advanced communication and interpersonal skills to provide recommendations to persuade stakeholders and management regarding technology support.

• Analytical skills to understand problems from a broad perspective and discern applicable underlying principles to conceive and develop strategic solutions.

• Advanced skill in providing work direction, training, and mentoring

• to others.

• Advanced project management skills, with the ability to manage

• multiple projects and initiatives and deadlines simultaneously . As related to the Major Responsibilities for this position:

• Commitment to equity, inclusion, and cultural humility in serving a diverse campus community.

• Working knowledge of current Apple and Microsoft operating systems.

• Advanced troubleshooting skills across Windows, macOS, and networked computing environments.

• Knowledge of networks, data communication, and multimedia systems, including configuring and troubleshooting networks, and basic understanding of network fundamentals, including protocols, DHCP, DNS, etc.

• Ability to install and configure Windows, macOS, and Chrome systems and applications in a managed, networked computing environment.

• Knowledge, skills, experience, and communication skills required to work independently on the majority of tasks without supervision or guidance from a Lead or Manager

• Ability to monitor and remediate endpoint device vulnerabilities.

• Ability to use a ticketing system.

• Knowledge of workstation security (e.g. anti-malware software, access control, and log analysis)

• Working knowledge viewing and augmenting Windows registry.

• Excellent systems troubleshooting skills, including knowledge of applying diagnostic techniques and systematic troubleshooting paradigms for problem-solving.

• Ability to maintain intellectual flexibility, technical curiosity, and a commitment to continuous learning and adapting to emerging technologies.

• Ability to gracefully adjust to frequent change. Minimum Qualifications: Equivalent to a bachelor's degree in a related field and four years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown below 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 a year-for-year basis. Preferred Qualifications: *Working or advanced knowledge of Active Directory, Group Policy, and Print Management systems.

• Knowledge and experience with Linux including installation, support, configuration, troubleshooting, and application deployment
• Demonstrated ability to support hyflex and multimedia classroom technologies, including Zoom, cameras, and audio systems.
• Demonstrated ability to implement and maintain endpoint security, including vulnerability remediation.
• Familiarity with mobile device management (MDM) solutions across multiple platforms.
• Ability to use PowerShell and other scripting languages for automation and system management.
• Demonstrated ability to provide software and hardware support in large-sale deployment or enterprise environments.
• Ability to install, configure, and support mobile computing solutions on various platforms.
• Ability to proficiently utilize Microsoft Endpoint Manager (MECM), Intune, and Jamf.
• Strong knowledge of network fundamentals, including protocols, DHCP, DNS, etc.
• Strong organizational and project management skills, with the ability to manage multiple priorities and deadlines.
• High degree of proficiency with collaboration and productivity applications such as Microsoft 365, Adobe Acrobat, and Google Workspace for Education.
• Knowledge of AI tools and their utilization in an enterprise environment.

Finding a better future is a task for the bold and open, the down-to-earth and visionary. Cal Poly Humboldt strives to cultivate these qualities in leaders, innovators, and scholars in every field. (Job #556634) Technology Support Specialist III, Academic Technology Specialist, CSU Classification Salary Range: $6,492 - $9,458 per month (Step 1- Step 20), Anticipated Hiring Range: $6,492 - $7,168 per month (Step 1-6). Final salary placement is commensurate with experience, internal equity, and budget considerations. This is a full-time, benefited, exempt, 12-month pay plan permanent position with a one-year probationary period in Information Technology Services (ITS) - Customer Care Department. This position comes with a premium benefits package that includes outstanding vacation, medical, dental, and vision plans, life insurance, voluntary pre-tax health and dependent care reimbursement accounts, a fee waiver education program, membership in the California Public Employees Retirement System (PERS), and 15 paid holidays per year. Additional benefits information can be found at https://www.humboldt.edu/hr/employee-benefits ..

Founded in 1913, Cal Poly Humboldt began as a small college for teachers. Today Humboldt has grown into a comprehensive university with rigorous science and liberal arts programs. Designated a polytechnic in 2022, Cal Poly Humboldt provides hands-on, impactful educational opportunities that lead to meaningful, measurable outcomes for the individual, for the state, and the world., We acknowledge that Cal Poly Humboldt is located on the unceded lands of the Wiyot people, where they have resided from time immemorial. We encourage all to gain a deeper understanding of their history and thriving culture. As an expression of our gratitude we are genuinely committed to developing trusting, reciprocal, and long lasting partnerships with the Wiyot people as well as all of our neighboring tribes. Cal Poly Humboldt was the first campus in the California State University system to offer a stand-alone major in Native American Studies. Cal Poly Humboldt is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply. Working in the state of California is a condition of employment for this position. Even if part or all of an employee's assignment can be performed remotely, the employee must maintain a permanent residence in the state of California. The employee must be able to accept on-campus work assignment, as assigned, and come to campus when needed. CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measure established by each campus. The systemwide policy can be found at CSU Vaccination Policy and any questions you have may be submitted to hr@humboldt.edu . Cal Poly Humboldt hires only individuals lawfully authorized to work in the United States. This position may be considered a "Campus Security Authority", pursuant to the Clery Act, and is required to comply with the requirements set forth in CSU Executive Order 1107 a condition of employment. CAL POLY HUMBOLDT IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS (e.g. H1-B VISAS) Evidence of required degree(s), certification(s), or license(s) is required prior to the appointment date. Satisfactory completion of a background check (including a criminal records check, employment verification, and education verification) is required for employment. Cal Poly Humboldt will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or if it is discovered that the candidate knowingly withheld or falsified information. Certain positions may also require a credit check, motor vehicle report, and/or fingerprinting through Live Scan service. Failure to satisfactorily complete or adverse findings from a background check may affect the employment status of candidates or continued employment of current CSU employees who are being considered for the position. All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, the Cal Poly Humboldt 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 Humboldt 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 Humboldt 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 Humboldt, excellence is built on merit, talent, diversity, accessibility, and equal opportunity for all.