Job description

Endpoint Technician

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding 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.

This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Information Technology Services - Customer Service

Appointment Type

This is a one-year probationary position.

Time Base

Full time (1.0)

Work Schedule

Monday-Friday 8am to 5pm

Anticipated Hiring Range

$5,666.00 - $6,029.00 Per Month ($67,992.00 - $72,348.00 Annually)

Salary is commensurate with experience.

Position Summary

Reporting to the Director of Service Management, and under the day-to-day direction of the Endpoint Management Lead, the Endpoint Technician is responsible for computer support, user systems support, troubleshooting, software installs, and training.

The Incumbent responsibilities include:

• Provide technical support by investigating problems, identifying their source, determining possible solutions, and testing and implementing solutions.
• Setup hardware, install applications, and perform upgrades.
• Troubleshoot computer hardware, systems, and applications to identify and correct malfunctions and other operational difficulties.
• Evaluate and recommend purchases of hardware, software, and equipment.
• Document issues and resolutions by utilizing the ticketing system.
• Provide project support for IT related campus projects.
• Work with others both on and off campus in a collegial manner.
• Train campus staff on technology.

Position Information

User Support

• Provide in person and remote support for computer hardware, software installation, maintenance, and troubleshooting
• Install, configure, and modify applications, networks, and other systems
• Utilize ticketing system to manage and document work
• Utilize endpoint management technologies for supported computer hardware

Project Support and Delivery

- Identify, plan, and implement projects to advance campus IT

- Provide leadership and work independently to deliver projects

Resource Evaluation and Needs Analysis

• Advise and assist staff and students in the selection of available software, hardware, systems, and sources to meet their needs
• Participate in needs assessments and evaluate potential purchases for compatibility with existing systems

Training

• Write user documentation, user guides, and technical training publications
• Provide training and communication materials to users that maximize their ability to utilize system capabilities, features, and other resources

Asset Management

- Assist in ordering and tracking IT assets for supported business units

Other duties as assigned

Minimum Qualifications

To enter this classification, a basic foundation of knowledge and skills in technical information systems and application program packages is a prerequisite. 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. Foundation knowledge and skills for the Information Technology Consultant, depending on the nature of the position assignment, may include working knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methods and a basic understanding of networks, data communication, and multimedia systems.

Incumbents at the career level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems, and developing practicable and thorough solutions, and using effective communication and listening skills.

Preferred Qualifications

Education/Work Experience

• Bachelor's degree in Computer Science, Engineering or related fields from an accredited university or equivalent experience 1 year of experience in technical systems support, end user support, and network administration with progressively increasing responsibilities
• Familiarity with technology services ticketing systems (like ServiceNow)
• Intermediary operating system experience with Windows 10 and Mac OS
• Intermediary understanding of Active Directory and Group Policy
• Intermediary experience using JAMF and SCCM to manage computers and mobile devices
• Intermediary experience supporting, licensing, packaging, and distributing software
• Intermediary experience troubleshooting wired and wireless networks
• Demonstrated ability to analyze and resolve multi-faceted technology problems
• Experience providing support to “highly visible” offices and VP-level personnel
• Work independently to solve complex computing problems while balancing multiple priorities with varying scope and timing
• Work in a fast-paced environment with deadlines
• Experience providing IT support in higher education
• Experience mapping business processes and translating needs into solutions

Skills/Abilities

Ability to: Recognize and resolve system related problems; work independently and make necessary decisions throughout the systems process within department guidelines; perform multiple tasks concurrently and respond to emergency situations effectively; communicate technical and complex information both orally and in writing; develop innovative solutions; provide technical end-user support to users with varying levels of expertise and knowledge; collaborate in a collegial manner with students, faculty, staff, residents, as well as outside organizations; read, write and speak fluently in English; relay technical information effectively to non-technical users; be patient, tactful, and professional under all circumstances; function effectively as a member of a team and participate in activities and assignments that will benefit other members of the team or will contribute to the accomplishment of team objectives; strong interpersonal communication skills; strong analytical and problem-solving skills; excellent verbal and written communication skills; strong ability to reason logically and creatively to identify and resolve problems.

Environmental/Physical/Special

• Some work outside of standard business hours may be required to provide systems maintenance, respond to critical systems outages, or assist with special events.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

Employment Requirement

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/

CSUEU Position

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

Thank you for your interest in employment with California State University (CSU). CSU is a state entity whose business operations reside within the State of California. Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception. While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.

Job Type: Full-time

Pay: $67,992.00 - $73,348.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

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