Computer Resources Technician (Technology Support Specialist III), Jack H. Brown College, Deans Office

Computer Resources Technician (Technology Support Specialist III), Jack H. Brown College, Deans Office, Working independently under general supervision, the Jack H. Brown College of Business and Public Administration (JHBC) Computer Resources Technology Support Specialist III coordinates and serves as the direct customer interface providing guidance and direction to faculty, staff, and students in the use of existing and emerging technologies in a complex computing environment. The incumbent independently applies advanced knowledge and expertise to diagnoses and resolves hardware, software, networking, audio/visual, and other technology issues; supports the installation, configuration, maintenance, and deployment of computers, mobile devices, printers, classroom and lab technologies within the JHBC college., * Coordinate technology support for faculty, staff, and students.

• Troubleshoot complex issues involving computers, printers, tablets, and other technology equipment.
• Assist faculty with online technologies and digital course content.
• Help faculty become more self-sufficient with instructional technology.
• Design, maintain, and document technology support processes.
• Recommend technology upgrades and improvements.
• Provide technical support in person, virtually, by phone, email, and through ticketing systems.
• Troubleshoot hardware and software issues involving computers, laptops, printers, mobile devices, and other technology.
• Diagnose technology issues in classrooms, labs, and other university facilities.
• Maintain system applications and databases.
• Install, update, configure, and deploy computers and other technology.
• Install and maintain advanced audio/visual presentation systems.
• Maintain accurate technology asset records, including inventory, warranties, and service agreements.
• Coordinate equipment repairs and replacements.
• Create user guides, support documentation, and FAQs.
• Stay current on emerging technologies and industry developments.
• Plan, coordinate, and implement technology projects.
• Support the instructional, operational, and research needs of the college.
• Design technology-enabled spaces.
• Evaluate current and future technology solutions.
• Forecast future technology needs.
• Collaborate with IT professionals, faculty, and campus personnel.
• Research, recommend, and help procure appropriate hardware and software.
• Coordinate technology needs throughout JHBC.
• Provide guidance on emerging technology trends, standards, and purchasing decisions.
• Research and evaluate hardware, software, and industry practices.
• Recommend computer equipment and software configurations to leadership, faculty, and staff.
• Collaborate with campus departments and IT to develop technology solutions supporting research.
• Prepare and submit technology budget requests.
• Administer assigned technology budgets.
• Coordinate technology-related expenditures.
• Perform other classification-related duties as assigned.

• 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 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., * Advanced knowledge and expertise in hardware, software, and network troubleshooting including experience with enterprise-level systems and applications.
• Demonstrates competence in independently applying advanced judgment to support enterprise IT solutions.
• Advanced project management skills, with the ability to manage multiple projects and initiatives and deadlines simultaneously.
• 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.., * Experience administering or supporting an Enterprise Service Management platform such as ServiceNow.
• Proficiency with endpoint management technologies, including Microsoft Intune, SCCM, and Jamf.
• Advanced experience supporting desktop computing, endpoint management, operating systems, hardware, enterprise applications, networking, and complex technical troubleshooting.
• Strong attention to detail with the ability to meet deadlines and project milestones.
• Strong interpersonal, communication, and customer service skills.
• Previous professional experience in a higher education environment is highly desirable.
• Experience supporting and maintaining classroom, conference room, and audio/visual (AV) technologies.
• Working knowledge of server administration, system maintenance, patching, security practices, backups, and lifecycle management.
• Experience with Microsoft 365, including Teams, collaboration tools, identity management, and cloud-based productivity services.
• Demonstrated ability to assess organizational needs and translate strategic objectives into technology solutions that align with university architecture, security, governance, and service standards.
• Strong analytical, organizational, communication, documentation, project planning, and problem-solving skills, with the ability to communicate effectively with both technical and non-technical audience.

The salary offered will take into account internal equity and experience among other factors.

Initial salary step placement will be Step 1 - $6,492 per month for qualified candidates.

CSU Classification Salary Step Range: $6,492 - $9,458 per month (Step 1 - Step 20)

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.

Position Information:

Work status: Full-time / Exempt / Probationary

Academic year schedule: Monday through Friday (8:00 am - 5:00 pm), some evenings/weekends.

Summer schedule: Monday through Thursday (7:00 am - 5:30 pm), some evenings/weekends.

California State University, San Bernardino, as part of the CSU system, is a State of California Employer. As such, the University requires all employees upon date of hire to reside in the State of California. As of January 1, 2022 the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

California State University, San Bernardino is not a sponsoring agency for staff or management positions (i.e. H1-B Visas).

CSUSB is not an E-Verify employer and cannot support visa holders with certain requirements (e.g., H1B, F1, STEM OPT)., CSUSB 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. See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.

On Campus Commitment

In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.

Closing Statement:

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 CSUSB Benefits at benefits@csusb.edu.