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Information Technology Services (ITS) - Lead of Direct Support
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Position Number: 3329638
Location: Arcata, CA
Position Type: Computer and Information Technology

Information Technology Services (ITS) - Lead of Direct Support

Job no: 516095
Work type: Staff
Location: Humboldt
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology

Information Technology Services (ITS) - Lead of Direct Support

Information Technology Services
Job #516095
Close Date: Friday, August 12, 2022

(Job #516095) Information Technology Consultant (Career), Information Technology Services (ITS) - Lead of Direct Support, $4,372 - $6,667 monthly. Appointments are typically made at the beginning of the salary range. Salary is commensurate with qualifications and experience. This is a full-time, benefited, exempt, 12-month pay plan permanent position with a one-year probationary period in Customer Care, Information Technology Services (ITS). 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 14 paid holidays per year. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits.

Now is an exciting time to join the Information Technology Services department as we transition to Cal Poly Humboldt! Cal Poly Humboldt has been named the state's third polytechnic institution and the first in Northern California. Backed by a historic state investment, we're adding in-demand new academic programs, building new facilities, and growing our enrollment. Cal Poly Humboldt is a Hispanic-Serving Institution that strives to foster an inclusive and equitable community to support our students of diverse backgrounds. We are committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality committed to working in a multicultural and multiracial community that reflects the diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt sits on the traditional homelands of the Wiyot people in what is currently called Arcata, CA. The Wiyot people call the area Goudi'ni (over in the woods). 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.

Position Summary:

Cal Poly Humboldt invites applicants for the exciting new position of "Information Technology Services (ITS) - Lead of Direct Support". This position leads the highly skilled and professional team that provides day-to-day technical support to Cal Poly Humboldt's students, faculty, and staff in offices, labs, and classrooms.

We are seeking a strong, positive, professional, and empathetic leader with both excellent technical skills as well as the communication skills necessary to guide the team and successfully collaborate with other ITS teams and the broader campus community.

A strong commitment to customer service, quality workmanship, and continuous technical improvement are essential to the position.

Key Responsibilities:

Team leadership:

Provide direction, mentoring, training, and technical assistance to the Direct Support team and maintain communication within the Customer Care teams.
Assume stewardship of day-to-day support operations for Humboldt's instructional, research, and office areas, supporting faculty, student, and staff success.
Closely monitor the Humboldt Help Desk queues used by Customer Care and assign tickets to the Direct Support team in a timely manner to ensure that support calls are resolved as quickly as possible.
Assist and guide the Customer Experience Coordinators (CECs) to hire, train, and schedule student assistants
Ensure the team's preparedness to support the campus in using ever-changing systems and services; encourage a user-advocacy approach to support services.
Demonstrated cultural humility, sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of students, faculty, and staff.

Technical work:

Support computing equipment and software in offices, labs, & classrooms

Work closely with faculty, staff, and students to assist them in effective use of technology in meeting their educational and business needs, providing desktop, software, and hardware technology support.
Install, configure, maintain, and repair Humboldt desktop computers, laptop computers, and mobile devices; includes patch management and backups
Assist staff and faculty with their current or future hardware, software, and peripheral (scanners, printers, etc.) needs and consulting on purchases.
Install, configure, and support computer software, mobile device applications, cloud services, and other digital tools
Troubleshoot problems via phone, email, remote software (Zoom, Teamviewer, etc.), and on-site visits to provide exceptional customer support

Perform other diverse and wide ranging tasks including, but not limited to, printer deployment, customer data backup and retention, and research technology support.

Knowledge, Skills, and Abilities Associated with this Position Include:

Excellent interpersonal skills with a customer service orientation and ability to work with a positive attitude as a flexible, collaborative, and supportive team member, while excelling in a fast-paced service environment
Leadership skills with diverse technical teams solving a wide range of problems and developing practicable and thorough solutions.
Thorough knowledge and understanding of operating systems, system utilities, software installation and maintenance procedures, infrastructure design, industry standards, and customer-centered process design.
Advanced analytical, problem solving and critical thinking skills within a complex work environment and the ability to design effective courses of action.
Demonstrated competence in independently applying technical judgment to standard and nonstandard applications, systems, and situations.
Knowledge of and experience with IT Service Management frameworks and practices related to Change Management, Incident Management, Problem Management, Continual Service Improvement, and the implementation and use of request tracking systems to monitor and assess team performance, and deliver performance metrics in these areas.
Highly organized and detailed oriented
Ability to correctly interpret written information and instructions.
Demonstrated ability to perform assigned duties and follow established procedures.
Ability to gracefully adjust to frequent change (e.g. work environment, technology).
Ability to manage and organize multiple tasks.
Ability to function cooperatively and productively as a member of a team.
Excellent consultative skills in assessing campus and customer needs, as well as providing appropriate technical direction in a heterogeneous computing environment.
Excellent listening, organizational, collaboration, and customer service skills, including verbal, written and interpersonal communications, to establish and maintain cooperative relationships both within ITS and across all campus constituencies, partnering agencies, and the public.
Ability to explain technical details to others in non-technical language.
Ability to establish and maintain cooperative working relationships with a diverse population of faculty, staff, students, and others.
Ability to independently and effectively prioritize and handle multiple responsibilities, and follow through on tasks.
Intellectual flexibility and technical curiosity,, including ability to learn independently.
Experience with a ticketing system for request assignment, tracking, escalation and reporting.
Knowledge of applying diagnostics techniques for problem solving and troubleshooting; systematic troubleshooting paradigm.
Experience installing and configuring Windows/Macintosh systems and applications in a managed networked computing environment.
Experience installing virus protection and spyware removal software applications.
Experience with security and registry configuration changes.
Experience with installing, configuring, and supporting mobile computing solutions on various platforms.
Advanced knowledge of multiple software application packages such as MS Office (Word, Excel, PowerPoint, Outlook, Access), Adobe Acrobat Professional, Antivirus, and Google Apps; experience with installing, configuring, and supporting mobile computing solutions on various platforms.
Working knowledge of Active Directory environment including Group Policy.
Working knowledge of knowledge of Apple 10.x and greater operating systems.
Advanced knowledge of current Microsoft operating systems.
Working knowledge of Microsoft Endpoint Management Configuration Manager (MEMCM) and Jamf.

Minimum Qualifications:

An excellent foundation of knowledge and skills in technical information systems and application program packages. This foundation would normally be obtained through a bachelor's degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study. This basic foundation may also be obtained through a combination of education and work experience which provides the knowledge, skills, and abilities required for this position.

Preferred Qualifications:

Bachelor's degree in in Computer Science, Information Systems, Educational Technology, Communications, or related field.
Higher Education Experience.
Proven ability to successfully lead technical teams.
Three years of full time professional experience in the information technology field.
Demonstrated ability to effectively plan, organize, and communicate department projects and transactions to stakeholders involved with, and affected by, the project.

Application Procedure: To apply, qualified candidates must electronically submit the following materials via PageUp:

Letter of Interest
Resume or Curriculum Vitae
Contact information for at least three professional references

Application Deadline: The deadline to submit application materials is 11:59 p.m. on Friday, August 12, 2022.

Any inquiries about this recruitment can be directed to careers@humboldt.edu or Cal Poly Humboldt's Human Resources Office at (707) 826-3626.

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 requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hr@campus.edu.

Cal Poly Humboldt hires only individuals lawfully authorized to work in the United States. In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal Poly Humboldt Annual Security Report is available at: https://clery.humboldt.edu/content/annual-security-reports.

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 off 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.

Cal Poly Humboldt is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt is a Title IX/Affirmative Action/Equal Opportunity employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran status, or any other legally protected status. Mandated Reporting: This position may be 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.

Additionally, all CSU staff and faculty receive training annually on their obligations in responding to and reporting incidents of sexual harassment and sexual violence. You will be notified by email when you are required to take this mandated training.

Class Code: 0420
Publication Date: July 21, 2022

Advertised: 21 Jul 2022 Pacific Daylight Time
Application Closes: 12 Aug 2022 Pacific Daylight Time

To apply, visit https://careers.humboldt.edu/hm/en-us/job/516095/information-technology-services-its-lead-of-direct-support