Technology Support Specialist

Title Technology Support Specialist
Department Name Instructional and Information Technology Services (IITS)
Supervisor Manager of Computing Services
Exempt Intermittent Supervision

Special Requirements and Conditions

None


Items Used

Computers, servers, peripheral devices, printers, scanners, copiers, and telephone.

Position Purpose

Provides computer support to end users for business related applications. Communicates effectively to convey technical information. Prioritization and escalation skills are essential to ensure timely resolution. Documents, tracks, and monitors problems and outages using helpdesk system, contributing vital knowledge-based data for statistical study and development of solutions. Interacts with all campus-based teams and departments. Develops procedures and solutions for other technical teams. Trains staff on application platforms and related components.

Information provided below is a general description of responsibilities; it is not intended to provide an all-inclusive list of responsibilities and may change depending on the needs of CUSM.


Essential Function % Time

Website and Application Support

75

  • Coordinates development and support of organizational systems. Provides direct support to essential educational systems such as Empower, Canvas, Panopto, etc.
  • Assists in maintaining and keeping website up to date based on content provided by the various departments.
  • Assist with editing and uploading content to Canvas and Panopto.
  • Perform problem analysis to resolve system or application issues for hosted systems. Performs diagnosis of problems, providing solutions within area of responsibility, and/or through consulting with vendors.
  • Performs other related duties as assigned.
Essential Function % Time

IT Infrastructure Support

25

  • Performs the installation and configuration of student computers and/or other related equipment and devices.
  • Connects machines to Azure Active Directory/network and provides upgrades, patches as well as trouble-shooting.
  • Creates and maintains technical documentation as needed.
  • Performs other related duties as assigned.


Minimum Requirements

  • An Associate’s degree in computer sciences, information technology, or related field, and some experience directly related to the duties and responsibilities specified in a higher education or university environment.
  • Exceptional troubleshooting skills by using effective, investigative methods and by using help desk troubleshooting tools.
  • Basic comprehension of client-server communication. Ability to provide guidance and counsel to users in the use of existing systems.
  • Demonstrated skill in effectively using a computer and applications such as Microsoft Office (Outlook, Word, Excel, Access, and Power Point. Knowledge of, or experience working in web or cloud-based business environments. Knowledge of network and application security controls, common vulnerabilities, and mitigation measures.
  • Demonstrated ability to interact professionally with diverse groups. Ability to develop and deliver presentations and demonstrate excellent oral and written communication skills to communicate and interact effectively with colleagues, faculty, students.
  • Demonstrated skill in interpreting policy and procedures related to the position and keeping others informed.
  • Skills in organizing resources. Must effectively prioritize assignments to complete work in a timely and accurate manner under pressure of deadlines, and with frequent interruptions and competing priorities
  • Ability to sit or stand for variable periods of time. Use computer, keyboard, and other means of system interface; stand, walk, bend, reach, intermittently throughout the day. Ability to work in a typical office environment with minimum exposure to changes in noise and temperature.
  • Must successfully complete and pass a pre-employment drug screen/physical and background check through the Department of Justice.


Preferred Qualification

  • Familiarity of the Family Educational Rights and Privacy Act (FERPA) (20 U.S.C. § 1232g; 34 CFR Part 99). This law applies to all schools that receive funds under an applicable program of the U.S. Department of Education


To apply for an open position, please download and complete CUSM Employment Application. Please type in your signature and email your completed application to HR@calmedu.org with your cover letter and resume or curriculum vitae.