ITS CLIENT SERVICE ASSISTANT

The California State University, United States

Updated: over 2 years ago
Location: Los Angeles, CALIFORNIA
Job Type: FullTime
Deadline: 03 Aug 2021
Campus:
Los Angeles
Job ID: 501735
Job Title:
Appointment Type:
Probationary
Time Base:
Full-Time
Date Posted:
July 20, 2021 		Closing Date:
August 3, 2021
Benefits Link:
CSUEU (Unit 2, 5, 7, 9)
Link to Apply Online:
https://careers.calstatela.edu/en-us/listing/
Campus Employment Homepage:
http://www.calstatela.edu/hrm/employment-opportunities
Description:
Bulletin #501735; 07/19/2021
ITS CLIENT SERVICE ASSISTANT
Information Technology Consultant - Foundation
ITS Financial & Support Services
Salary: $3,470 - $6,681/Monthly
Work Schedule: Full-Time permanent position, Monday to Wednesday, 10.00 a.m. to 7.00 p.m. and Saturday to Sunday 9.00 a.m. to 6.00 p.m.; non-exempt classification.
Essential Functions: Under the direct supervision of the IT Client Support Manager, the incumbent is a client service assistant responsible for assisting in the operation of the 24/7 open access lab (OAL) in the Annex Link, including the ITS Help Desk which supports Cal State LA students, faculty, and staff by phone, email, and in person. The incumbent provides students with training and assistance in the effective use of computers (PC and Mac), printers, multimedia data projectors and players, document camera, software, network resources, as well as troubleshooting problems and providing ad hoc solutions for the OAL facilities. The Incumbent will: document and manage user reported incidents and requests in the ITS Help Desk management system; assist open access lab (OAL) supervisors with analyzing OAL performance by providing daily, weekly and monthly statistics, status reports, and graphical reporting aids; assist with conducting surveys to measure client satisfaction and needs; identify problem trends and report findings to their supervisor and manager; assist with maintaining and reporting metrics of OAL workstation problems and resolutions to measure effectiveness of operating systems and applications; recommend enhancements, additions or changes that will improve services and support of staff, ITS, and the University community; assist with conducting programs to sustain and improve productivity and client support; participate in executing the ITS business continuity plan in the event of a minor, intermediate, or major event that affects the IT Client Support Services operation as requested; respond to and report security breaches and threats by immediately escalating to the director, IT Security and Compliance; and report any overnight safety or security concerns to Public Safety.
ITS Client Service Assistant will: provide a single point of contact for all IT emergencies involving the infrastructure, systems, or physical locations; assist with the ongoing update of user documentation and communications to students; assist with the communication, promotion, and marketing of 24/7 OAL availability and services; ensure all the equipment and software in the OALs are functioning and up-to-date, and report any problems; issue ITS notifications and updates via Twitter within 30 minutes of problem identification and change in status; keep ITS Maintenance webpage up-to-date with the latest status of planned activities and outages; respond to user emails in a timely manner with a clear and concise reply; occasionally assist others to answer PBX console calls during a disaster recovery period and provide approved recovery status updates to callers; assist with user education regarding the importance of information security; monitor ITS social media profiles, including but not limited to, Twitter, Facebook, YouTube, and lnstagram; learn equipment functionality, operating systems, and configurations for all new workstations and mobile computing devices as they are introduced; learn new software applications, if necessary, when OAL desktop images are updated during quarter breaks. The incumbent will: Seek training, workshops, and professional development opportunities for continued formal learning; read journals, magazines, and websites to stay informed; and exhibit a personal standard of excellence through an organized work area, speech, actions, and other duties as assigned.
Required Qualifications & Experience: A bachelor's degree in Computer Science, Information Systems, Educational Technology, Communications, or related fields. The incumbent must: have working knowledge of Microsoft Office Professional software, including Word, Excel, Access, PowerPoint, Outlook, OneDrive for Business, SharePoint, TEAMS, and OneNote; have working knowledge of web conferencing applications such as Zoom; have general knowledge of CAL State LA software applications commonly used by students such as Microsoft Suite, Adobe Suite, SPSS, Mathematica, consumer-level security software, and web browsers; have general knowledge of desktop computing, including PCs, Macs, and mobile computing devices; understand what constitutes good client service and the ability to provide that level of service proactively and consistently; possess good analytical, organizational, oral, written, listening, multitasking, and problem-solving skills without loss of integrity and performance; have the ability to perform detailed work, including data entry and data verification with great accuracy;
and have excellent interpersonal skills with the ability to communicate with customers and staff with a high degree of tack and diplomacy. The ITS Client Service Assistant will possess the ability and desire to work in a multi-cultural and multi-ethnic environment.
Desired Qualifications: Certified in ITIL Foundation.
Closing Date: Review of applications will begin on July XX, 2021 and will continue until the position is filled; however, the position may close when an adequate number of qualified applications are received. A COMPLETED ON-LINE CAL STATE LA EMPLOYMENT APPLICATION IS REQUIRED. RESUMES WILL NOT BE ACCEPTED IN LIEU OF A COMPLETED APPLICATION.
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 revised July 21, 2017, as a condition of employment.
In addition to meeting fully its obligations under federal and state law, California State University, Los Angeles is committed to creating a community in which a diverse population can live and work in an atmosphere of tolerance, civility and respect for the rights and sensibilities of each individual. To that end, all qualified individuals will receive equal consideration without regard to economic status, race, ethnicity, color, religion, disability, national origin or cultural background, political views, sex or sexual orientation, gender, or other personal characteristics or beliefs.
Candidates must demonstrate ability and/or interest in working in a multicultural/multiethnic environment. Certain positions require fingerprinting. The University actively encourages qualified minorities, women, and persons with a disability to apply. Upon request, reasonable accommodation will be provided to individuals with protected disabilities to (a) complete the employment process and (b) perform essential job functions when this does not cause an undue hardship. We are an Equal Opportunity/Title IX Employer.
To obtain employment information for the impaired call:
TDD Line (323) 343-3670
24-hour Dial-A-Job Line (323) 343-3678

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