Assists users experiencing computer/IT problems. 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-base data for statistical study and development of solutions. Interacts with all campus-based teams and departments.
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.
- Works directly with customers to provide services and help resolve computing issues. Issues may include password resets, email issues, etc.
- Assures users are provided efficient and timely support. Uses technical knowledge to identify prompt solutions to ensure customer satisfaction and minimize downtime.
- Receives requests for IT assistance from company employees through ticket system software. Collects detailed information to categorize request to determine method of resolution.
- Communicates effectively with administration, faculty, staff and students.
- Applies knowledge of standard concepts, practices, and procedures. Maintains up-to-date knowledge of current policies, procedures, and regulations.
- Provides direct support to essential educational systems such as student information system (SIS), learning management system (LMS), etc.
- Performs the installation and configuration of computers and/or other related equipment and devices. Connects machines to Active Directory/network and provides upgrades, patches as well as troubleshooting.
- Creates and maintains documentation for hosted and on-premise IT infrastructure.
- Performs diagnosis and troubleshooting for educational systems issues, providing solutions within area of responsibility, and/or through consulting with vendors.
- Assists with managing data transfers between systems. Collaborates with supervisor and/or vendor to establish and implement best data transfer approach.
- Edits and uploads instructional content to Learning Management System (Canvas) and Lecture Streaming System (Panopto).
- Performs other related tasks as requested or assigned.
Job Requirements – Minimum Qualifications Skills and Abilities
- Practical knowledge of, or experience using various instructional or teaching applications and software. Desire and aptitude to learn information technology support functions and processes.
- 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.
- 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.
- Exceptional troubleshooting skills using effective, investigative methods and help desk troubleshooting tools.
- Demonstrated ability to interact professionally with diverse groups. Excellent oral and written communication skills to communicate and interact effectively with colleagues, faculty, and students.
- Ability to sit or stand for variable periods of time. Use a computer, keyboard, and other means of system interface; stand, walk, bend, and reach, intermittently throughout the day. Ability to work in a typical office environment with minimum exposure to changes in noise and temperature.
- Bachelor’s Degree in Computer Sciences or Information Technology or related field; In pursuit of bachelor’s degree in related field; equivalent combination of education and experience.
- Knowledge of API’s
- Two Years of experience programming websites and updating pages based on provided content
- Familiarity with data transfer implementations
- 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
- General Office Environment
- 20 hours per week or less
- Occasional lifting, carrying, bending, pushing and/or
- Significant fine finger dexterity
- Sitting – 50%
- Walking – 25%
- Standing – 25%
Diversity and Equal Employment Opportunity Policy Statement
California University of Science and Medicine (CUSM) supports the principles of equal opportunity, inclusion and diversity in employment and education. The University seeks to ensure that no person will encounter discrimination in employment or education on the basis of age, skin color, ability status, biological sex, gender identity, gender expression, national origin, immigration status, race, ethnicity, religion, sexual identity, or Veteran's status. This policy is applicable to both the employment practices and administration of programs and activities within the University. It is the policy of the University that no person shall be excluded from the participation in, be denied the benefits of, or in any way be subject to discrimination in any program or activity at the University. Further, CUSM is committed to being an antiracist institution that continuously works to end oppression in all forms. Therefore, CUSM actively maintains institutional structures and learning opportunities to prevent incidents of bias or discrimination, and to address them with individual and collective accountability should they occur.