Information Technology Liaison

Technology Support Specialist II (TSS-2) acts as the designated area liaison and interface between the faculty and staff of the college, school, division, or area assigned, and Technology Services resources and staff. The TSS-2 is the primary on-site presence responding to the end-user IT service needs of employees in the college, school, or division they are assigned to support. The TSS-2 works in conjunction with the Technology Services Service Desk and second-level support teams to meet these needs in the most effective manner. The TSS-2 works under the general direction of the Manager of Technology Support Services and may receive instructions from a Lead TSS working in a Lead role. The TSS-2 shall possess the experience to be fully proficient in performing most or all the duties of their position.

TSS-2 provides first contact resolution, on-site consultation, and coordinates the response of central IT resources to meet the technology 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. TSS-2 seeks 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.

TSS-2 works both as members of a team supporting the colleges, schools, and divisions, and performs 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 and weekend work may be required. Other related duties may also be assigned.

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

• Service Management Tools (e.g. TDX) for tracking Incidents, Requests, Problems, and Changes.
• Operating Systems: current Apple Macintosh OS, Linux, Microsoft Windows OS (workstation and server) versions. IOS and other applicable tablet operating systems.
• Hardware: Intel PC systems, Apple Macintosh systems, iPad, Surface, and other applicable mobile computing devices.
• Desktop management tools for imaging, configuration management, and policy enforcement (ME).
• Applications: campus standard applications.
• Connectivity and network administration tools (Ping, Telnet, DNS, DHCP) for fixed wire and wireless connections.
• Data administration principles and techniques.
• Ability to comprehend and apply copyright laws and industry standards.
• Abilities:
• Strong customer service skills and proactive, customer focused attitude.
• Effectively communicate (verbal and written) particularly using telephone and email.
• Strong fault isolation and problem solving.
• Perform multiple tasks and work according to procedures.
• Strong interpersonal and influencing skills with ability to engage with different levels in the organization.
• Proficient use of standard campus applications, desktops, and laptops.
• Communicate in a timely manner both with area constituents and to be able to keep the manager aware of any issues that could have a negative impact that should be communicated to the CIO., * Equivalent to a bachelor’s degree in a related field.
• Two years of experience in direct customer support related to 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.)

Preferred Qualifications

• Education, Experience, and Qualifications:
• 4 years’ experience in direct customer support related to technical services.
• Experience in higher education or public sector service with an IT focus.
• ITIL Foundation Certification, desirable or relevant experience in an ITIL environment.
• Knowledge of:
• Microsoft Group Policy Objects and Active Directory.
• Application Deployment Methods and Tools.
• Scripting languages such as WSH, PowerShell.
• Abilities:
• Perform system, database, and network maintenance tasks.

The anticipated salary hiring range is $5,787 - $6,021 per month (Steps 1 - 3), commensurate with qualifications and experience.

The salary range for this classification is $5,787 - $8,430 per month.

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

Positions at Fresno State are to perform their work onsite. Some positions, depending upon University needs and operations, may be eligible for remote work, one day per week, pursuant to Fresno State’s remote work guidelines and the CSU policy.

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., National average IT Jobs average California average

Salaries

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Technology Services is empowering Fresno State by strengthening strategic partnerships, elevating user-focused services, and fostering educational and research innovation., 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.