INFORMATION TECHNOLOGY HELP DESK CONSULTANT

CALIFORNIA STATE UNIVERSITY AT DOMINGUEZ HILLS

JOB ANNOUNCEMENT

INFORMATION TECHNOLOGY HELP DESK CONSULTANT

California State University, Dominguez Hills, was established in 1960 and is one of the 23 campuses that comprise The California State University system.  CSU Dominguez Hills is an urban, comprehensive public university that serves a student body of over 12,500 students at the undergraduate and graduate levels.  The campus is located on a 346-acre site in the South Bay portion of the greater Los Angeles metropolitan area.

Information Technology provides help desk, telecommunications, instructional media, and administrative computing support to the campus.  The Help Desk provides hardware, software and network support for the campus faculty, staff and students. Telecommunications consists of telephone services, network applications and control, IT support services, and student labs. Administrative computing supports development, maintenance, and operation of centrally supported administrative systems, including the campus integrated student information system and web applications.

Major Job duties: Under the general supervision of the Information Technology Help Desk Manager, the incumbent will provide technical computing support to faculty and staff for applications software, Windows and Macintosh operating systems, and client connectivity software. The incumbent will diagnose hardware and software problems and perform corrective action to resolve them, install, configure and test new PC and Macintosh computers and peripherals, configure workstations and printers for connectivity to the campus network, and enter detailed information on call resolution in the call tracking database. The incumbent will prepare administrative paperwork, such as purchase requisitions for supplies and parts. The incumbent will work in a team environment as a critical member of the I.T. Help Desk Staff.  Note: Evening and weekend work may be required occasionally.

50%  Provide technical computing support, both over the telephone and in the field, to faculty, staff, and students on campus-standard applications software. Provide technical support on Windows and Macintosh operating systems, and client connectivity software for on and off campus network and email access. Install, configure and test new PC and Macintosh computer workstations, computer peripherals, and software. Transfer data files and set up access for sharing folders. Diagnose hardware problems, perform corrective action and resolve or arrange for repair. Troubleshoot and resolve software problems, such as DLL or other applications errors. Explain diagnostic messages and provide assistance in using help menus and virus detection software. Work with other campus technical staff to identify and resolve hardware, software, and network problems.

20%  Connect workstations to campus network, troubleshoot and resolve connectivity problems, including problems with network cables, network cards, and software and hardware configuration. Install and configure network printers for Windows networking. Use network test equipment and appropriate test procedures for problem solving, as needed.

20%  Enter detailed information on call resolution in help desk call tracking database. Check database for new job assignments on a daily basis, close calls in a timely manner, and refer problems to immediate supervisor. Prepare other administrative paperwork, such as purchase requisitions for supplies and parts, as needed. Coordinate purchases with customers and vendors.

10%  Additional duties as assigned by supervisor, which may include participation on large campus-wide projects that involve work with technical staff from other departments.

Qualifications: Minimum Employment Standards

Knowledge of:
In depth knowledge of Windows 98/NT/2000/XP.
In depth knowledge of Microsoft Office suite (Word, Excel, Power Point, Access, Front Page, Outlook email client) and Norton Anti-Virus software.
General knowledge of network connectivity, integration, configuration and protocols (TCP/IP).
Knowledge of Ethernet based local area networks.
Knowledge of Macintosh hardware, operating systems, and common applications software.
Experience utilizing a work-order call tracking system such as Front Range HEAT or Remedy.

Ability to:
Ability to convey information of a technical nature in an understandable manner to a diverse user community
Ability to answer technical questions and solve problems quickly.
Ability to troubleshoot, diagnose, and solve common user hardware problems.
Ability to install, configure, maintain, troubleshoot, and use Windows and Macintosh applications and operating system software.
Ability to troubleshoot network and email client connectivity problems.
Ability to quickly and independently learn new applications software and PC operating systems.
Ability to work effectively and cooperatively with others in both normal and pressure situations.
Ability to work independently and in teams, and to maintain positive work relationships with co-workers.
Ability to communicate clearly, both in writing and orally, and to follow written and oral instructions.
Ability to work in a noisy office environment.

Skill in:
Skill in writing clear, concise documents.
Skill in responding to and solving technical problems in a timely manner.
Skill in diagnosing, troubleshooting, and solving hardware and software problems.

Certification:
None required, but A++, Network+, MCP, MCSA or MCSE is preferred.

Experience:
Required: At least two years working experience as an information technology Helpdesk consultant or in a customer service environment supporting desktop computer hardware and software.

Preferred: In addition to the required experience: 
Experience using a helpdesk call tracking system, such as HEAT or Remedy.
Experience troubleshooting Windows 98/NT/2000/XP, Macintosh OS, client interface problems, networking protocols (primarily TCP/IP over Ethernet).
Experience diagnosing and repairing common PC and Macintosh hardware problems.
Experience preparing and presenting computer training workshops.

Education:
Required: Bachelor's degree in Computer Science, Computer Information Systems, or related major.

Preferred: In addition to the required education:  Continuing education/professional training classes in Microsoft Office applications and operating systems software. 

Experience or Education Substitutions:
Additional qualifying experience may be substituted for the required education for up to two years of college on a year-for-year basis.

Salary and benefits: The salary range for this classification is: $4,314 – $8,831

The maximum salary the department is willing to pay is $4,538.

Full health insurance package provided and fixed benefit retirement program available.

How to apply: You can only apply by completing an electronic application at the campus job web site at: http://www.csudh.edu/employment/ . Click on “view job opportunities� under “New and returning applicants.� View the list of jobs and click on the one with the job title listed above. The application deadline is August 24, 2008