Information Technology Liaison

Each TSS 4 acts as the liaison and interface between the faculty and staff of the areas they are assigned to and the Technology Services Division. The ITL works in conjunction with second-level support teams to meet these needs in the most effective manner. The TSS 4 works under the direction of the Manager/Director of Technology Support Services. The TSS 4 shall possess the experience of being fully proficient in performing most or all of the duties of their position.

IT Liaisons provide on-site consultation and coordinate the response of central IT resources to meet the IT needs of colleges, schools, and divisions. These staff serve as technical advisors to the faculty and staff on software and hardware relevant to the specific mission of the organizations they serve. IT Liaisons seek to deliver IT services in a manner aligned with the priorities and practices of the colleges, schools, and divisions they serve, with best practices defined by Technology Services, and with the Technology strategic plan and campus strategic plan.

IT Liaisons both work as members of a team supporting the colleges, schools, and divisions, and perform work independently. They participate with colleagues in the definition of best practices and use centrally provided tools and procedures to improve the efficiency and effectiveness of IT service delivery. There may be times when after-hours work may occasionally be required.

Technology Support Specialists at this level work almost completely independently on the most complex problems and work assignments. They possess an advanced and comprehensive knowledge of end-user computing technology and a working knowledge of related specialties and can apply this extensive expertise as a generalist or specialist. Experts are proactive and understand problems from a broad, interactive perspective and can develop solutions that combine information and ideas in new, unprecedented ways. Incumbents at this level are capable of leading teams and implementation efforts for assigned projects using advanced communication and listening skills. They understand the importance of emotional intelligence and practice this in their daily activities. They may be assigned to Lead roles where they provide directions to ongoing regular administrative, technical, or professional staff (this excludes student assistants). Lead work direction may include the full scope of responsibilities: evaluating and setting work priorities; scheduling and assigning work; reviewing work against standards and providing performance feedback; and determining training needs and training staff.

The employee shall allocate priority and time to the duties defined below based upon direction from the manager to whom this employee reports. The manager will communicate these priorities and time allocation at least annually and when necessary.

The TSS 4 operates at a very high level. They are a strategic thinker and organizationally aware. This position requires the highest level of integrity and personal and professional responsibility. They operate with a high degree of emotional intelligence. The span of work can and most likely will encompass programs and applications used across the campus. They are willing to take on new strategies and involve themselves in proof-of-concept activities and testing systems in anticipation of future department and/or college adoption. A technical leader with a high degree of knowledge in technology support and hardware/software configurations. Problem-solving frequently requires analysis of unique issues or problems without precedent and/or structure and new approaches, methods, techniques, or innovations. Responsible and accountable for conceptualizing project plans of substantial scope and impact and as well as ensuring successful delivery within scope, budget, and timeline.

Key Qualifications

• Knowledge of:
• Service management tools for tracking Incidents, Service Requests, Problems, and Changes
• Applications: campus standard applications
• Operating Systems: Microsoft Windows 10 and later versions, including Active Directory, Apple Macintosh OS 10.x and later versions
• Desktop management tools for imaging, configuration management and policy enforcement (e.g. SCCM, JAMF, etc.).
• Hardware: Intel PC systems, Apple Macintosh systems
• Connectivity and network administration for fixed-wire, broadband, and wireless connections. Understanding of network commands (ping, telnet, etc.) and an understanding of DHCP, DNS, and how to troubleshoot issues related to them.
• Copyright laws and industry standards
• Coordination and implementation of data exchanges and conversions
• Data security principles
• Microsoft Active Directory security, GPO’s and object management., + Database design and administration for MySQL, SQL Server and/or Oracle.
• System, database, and network maintenance.
• Software development and programming support for applications.
• Maintain multi-year plan and/or budget for equipment replacement., Pursuant to the Jeanne Clery Campus Safety Act, the current Annual Security Report (ASR) is available for viewing at https://occr.fresnostate.edu/clery.html.

The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and sexual assault prevention information, and drug and alcohol prevention programming. The ASR also contains statistics of Clery Act crimes for Fresno State for the last three (3) calendar years. Paper copies are available upon request by emailing the Clery Director at jhorio@mail.fresnostate.edu.

Under the Clery Act, this position may be designated as a Campus Security Authority (CSA) depending upon the role on campus and/or job duties. If this position is identified by the Director of Clery Compliance as a CSA position, you will be notified via email and will be assigned the appropriate training in CSU Learn.

COVID19 Vaccination Policy

Per the CSU COVID-19 Vaccination Policy, it is strongly recommended that all employees who are accessing office and campus facilities 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. Questions may be sent to hr@csufresno.edu.

Mandated Reporter Per CANRA (MPP ONLY if applicable)

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.

• Strong customer-service-oriented skills in a fast-paced environment that is prone to change, preferably in a technology-related area and in higher education.
• Excellent communication (verbal and written), particularly in telephone and email skills
• Strong characteristics of integrity, excellence, discretion, team-orientation, service-orientation.
• Strong emotional intelligence (awareness of self, self-regulation, ability to bridge styles of others)
• Excellent interpersonal and influencing skills with the ability to engage with different levels
• Proficiency using standard campus applications, desktops, and laptops
• Strong understanding of situational awareness.
• Ability to:
• Independently apply technical judgment to both standard and non-standard applications and systems, integrate multiple applications to match user and business process needs, and use systems to provide solutions to a wide range of common business problems
• Provide strong fault isolation and problem solving
• Apply consulting skills to assess user needs and provide appropriate solutions in cooperation with colleagues to resolve user problems and meet discipline-specific needs.
• Initiate and manage multiple tasks and projects under competing deadlines and maintain flexibility in response to constantly shifting priorities.
• Direct others in completing work assignments including the ability to provide work direction and training., * Equivalent to a bachelor’s degree in a related field.
• Five years of experience in a customer support environment supporting technical services or related experience. Additional experience that demonstrates acquired and successfully applied knowledge and abilities shown above 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., * Familiar with HIPAA (Health Insurance Portability and Accountability Act) rules and regulations and how they are applied.
• Familiar with FERPA (Family Educational Rights and Privacy Act) rules and regulations and how they are applied.
• Microsoft certifications, CompTIA certifications, ITIL/ITSM certifications.
• Education, Experience, and Qualifications:
• 8 years’ experience in a customer support environment supporting technical services for a large organization.
• Experience in higher education or public service with an IT focus.
• ITIL Foundation Certification, desirable or relevant experience in ITIL environment.
• Knowledge of:
• Systems design and technology integration techniques.
• Data administration principles and techniques.
• Application Deployment Methods and Tools.
• Scripting languages.

The anticipated salary hiring range is $7,284 - $7,884 per month (Steps 1 - 5), commensurate with qualifications and experience. (Internal employees may be placed at a salary higher than the anticipated range as required by the collective bargaining agreement.)

The salary range for this classification is $7,284 - $10,611 per month.

• This is a full-time, probationary, exempt position.

Area of consideration is limited to on-campus, state funded employees only.

The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 15 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here.

California State University, Fresno is one of 22 campuses in the California State University System. The University’s mission is to boldly educate and empower students for success through our values of Discovery, Diversity and Distinction. The current student population is more than 25,000, including a large percentage of students with diverse and culturally rich backgrounds. The University serves the San Joaquin Valley while maintaining deep involvement with the state, nation, and across the globe. Fresno State is a tobacco-free, smoke-free and vapor-free campus.

Metropolitan Fresno, with a multi-ethnic population of over 527,000, is located in the heart of the San Joaquin Valley. The campus is within driving distance of Yosemite, Kings Canyon and Sequoia National Parks, San Francisco, Los Angeles, the Monterey Peninsula, beaches, sailing, lakes, and numerous ski resorts. Fresno boasts one of the most reasonable housing markets in California and offers a wide array of locally grown fruits and produce.