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| Job Category : | Engineer |
| Company Name: | State of Colorado Job Opportunities |
| Position Name: | IT Technician- Client Services |
| Location : | Pueblo, CO |
| Job Description : | Department Information The Information Technology (IT) work unit exists to provide comprehensive information technology partnership, delivery and support in the form of personnel, desktop and mobile computing, multimedia equipment, hardware, network infrastructure, software, telephone and network cabling services to the University community. This unit is the centralized computing services department for the University. The Help Desk (HD) work unit exists to provide the initial point of contact for end users requesting technical assistance (i.e. telephone, email, and walk-in support) from all IT units including support of desktop and mobile computing, multimedia equipment, computer hardware, software, network access voice and data communication, access rights, quota restrictions, and other related technologies; and maintains the Help Desk call/request tracking system that is utilized as the work order system by the IT service departments. The Client Support Services (CSS) work unit exists to provide the client support for end users requesting technical assistance from all ITS units including support of computer hardware, software, network access, voice and data communication, access rights, quota restrictions, and other related technologies. Provides telephone and on-site support for all end user desktop, mobile, and multimedia hardware and software. HD is the front line customer services unit for IT in dealing with campus-wide technology service assistance, and works heavily with CSS. CSS is the IT customer services unit for the desktop environment. Prompt and accurate service is expected when providing assistance and resolution for all technology questions/requests, CSS should strive to provide a superior level of service at all times. The IT CSS Technician is responsible for all technology support/customer service functions, and for collaborating, communicating, and working with other ITS departments to support campus wide technology implementations, and service requests and questions. This position exists to provide IT work unit activities, including setup and maintenance of desktop and notebook/laptop PCs, tablets, phones, printers, peripherals and A/V equipment in a network environment, in accordance with established ITS policies and procedures; problem diagnosis and resolution for computer software and hardware; assisting and educating end users regarding technology-related questions, problems and policies. The CSS technician also provides support for the configuration and maintenance of electronic and computer equipment in area specific coverage for multimedia classrooms, video conferencing rooms, common spaces, and meeting rooms, includes keeping the rooms and equipment in a clean orderly professional condition, and ensures equipment is reliable and in good working condition. Uses established troubleshooting procedures to verify reported problems when end users are unable to provide adequate information. Uses established diagnostic procedures to identify problem(s) and performs the required repairs. Explains service performed to users and educates users on how to avoid common problems. Assist and advise end-users on effective techniques for working in a network-centric multimedia services environment by demonstrating the use of computers, electronic equipment and multimedia controllers. This includes maintaining appropriate security measures, adhering to rules regarding software license management, usage of desktop and network resources, etc. Advises end users regarding legal requirements of software license agreements. Requires users to provide proof of licensing for any self-installed software. Customer service is a vital part of the success of IT. ITS employees should portray a positive image of the HD, CSS and ITS departments, as well as the University. In addition, employee and team morale is also important to the success of HD and CSS as well as the success of ITS, employees should demonstrate a commitment to team goals and objectives; interact effectively in a positive way with team members and ITS staff to maximize productivity, while maintaining smooth working relations. Employees should value diversity in the work environment and demonstrate the same; contribute to maintaining the level of morale and motivation; and provide professional, prompt, friendly service to all customers. Focus on problem areas with departments with addressing specific tasks. The position is responsible for deducing symptoms and resolving the problems utilizing techniques, procedures, practices and methodology. Interacts with end users in a professional manner and works to resolve technical problems in an efficient, effective, timely manner. Utilize network management such as SMS and Active Directory to gather and verify user account and computer network information. Research technology to achieve practical solutions to various requests and problems. Independently selects most appropriate “best practice I approach” course of action among several approved processes to complete assigned tasks. Employee applies established techniques, procedures, practices, and methods directly related to CSS and ITS areas. This position is funded by Vision 2028 through fiscal year 2024. Renewal of position funding is contingent upon continued funding of the project, budgetary approvals, and university fiscal sustainability. Primary Duties Coordinate closely with first-level supervisor, other CSS and ITS departmental staff to perform problem analysis and achieve resolution of problems in a timely manner, and when appropriate and required escalate to appropriate ITS department personnel to assist in resolution. Perform preventative maintenance duties on technology related equipment and facilities to assure superior/trouble free functionality. Setup up and install new desktop PC’s and printers for clients and/or labs. This includes imaging desktop/lab PC’s, installing local printers and configuring network printers and other peripherals that may be required. Creating and/or updating computer images. Assist and advise end users on effective techniques for working in a network-centric enterprise computing environment. This includes maintaining appropriate security measures, adhering to rules regarding software license management, usage of desktop and network resources, etc. Staff ITS Help Desk as needed, rotating with other technicians. In a Help Desk customer service environment methodology and approach, resolve or facilitate the resolution of network, hardware, software and application problems at the client level and when required escalate to the appropriate ITS department for resolution. Maintain secure computing environment for the university campus community. This includes desktop, mobile and notebook/laptop, network, application and physical security, in accordance with established policies and procedures. Use provided tracking software, knowledgebase, and other resources to resolve and process requests for service, reviewing for accuracy and completeness; obtain additional information if necessary. Maintain personal and departmental technology knowledge base by researching current issues and changes in computer technology and related fields. Attend seminars and training as available and appropriate. Ancillary Duties: Information about medical and non-medical exemptions is available at https://www.csupueblo.edu/coronavirus/vaccinations/index.html. Those employees who qualify for an exemption may be required to follow additional public health requirements or precautions, such as isolation, quarantine, testing, or other measures, particularly if there is a COVID-19 outbreak, in accordance with the direction and guidance of public health officials and University and CSU System policy. Applicants must attach the following documents, in order to be considered for this position: Applications submitted without the required attachments/information above will be considered incomplete and will not move forward in the selection process. Once submitted, applicants will not be able to make changes or add information to their application packet, with the exception of their personal contact and demographic information. Early submission of application materials is encouraged. Screening of application materials will begin immediately and continue until filled, but those applications received prior to 4pm (MST) on Wednesday, March 16th, 2022 will receive full consideration. About Colorado State University Pueblo CSU Pueblo is dedicated to interdisciplinary learning and entrepreneurship that elevates our people and our community, creates educational opportunities, fosters unique collaborations, and supports inclusion, access, and affordability as a gateway to the world. CSU Pueblo is equally committed to serving the diverse population of the region; this emphasis is reflected in the demographic characteristics of the student body. Because more than 25 percent of our students are Hispanic, the Federal Government has designated CSU Pueblo a Hispanic Serving Institution. Besides reflecting our commitment to serve this critically important and rapidly growing segment of the student population, that designation also allows the University to compete for certain federal grant funds to support its ability to better serve all students. Among its unique features, CSU Pueblo is one of seven schools in the nation to offer a degree in mechatronics, which combines electrical and mechanical engineering. The Hasan School of Business ranks among the top 15 percent of all business schools internationally with graduate and undergraduate programs in business administration accredited by the AACSB International Board of Directors. The College of STEM houses an undergraduate engineering program that was ranked in the nation’s top 100 by U.S. News and World Report. CSU Pueblo has an ever-changing campus landscape that features a newly renovated Library, a new general academic classroom building, and a newly renovated and expanded student center. At CSU Pueblo, Student Life offerings have increased significantly with the transition of the campus from a commuter environment to a more traditional collegiate experience. Competing at the NCAA Division II level, CSU Pueblo is a member of the Rocky Mountain Athletic Conference and offers 22 varsity intercollegiate sports and also has active intramural and club sports teams that allow students to get involved in campus life. Colorado State University Pueblo offers a comprehensive benefits package including: Medical Insurance and Prescription Drugs About Pueblo, Colorado CSU Pueblo is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final candidates being considered for employment. Background checks may include, but are not limited to, criminal history (felony and misdemeanor), national sex offender search, and/or motor vehicle history. Candidates who are extended an offer of employment must submit to and pass a background check prior to beginning employment. Some positions depending on the job duties may be required to complete a DMV and/or credit check. The University reserves the right to check additional references, with prior notification given to the candidate. Note: The successful candidate must provide official transcripts of academic work completed and, under U.S. Citizenship and Immigration Services regulations, be able to submit evidence of the ability to accept work in the U.S. by the day employment begins. It is the policy of Colorado State University Pueblo to provide reasonable accommodations for employees and applicants with disabilities. If you need accommodations, please contact the Office of Human Resources& Institutional Equity at (719) 549-2441 or hr@csupueblo.edu. In compliance with the Clery Act of 1990, the University’s annual security report is available at: https://www.csupueblo.edu/campus-safety. Colorado State University Pueblo is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. Additionally, the University complies with all other relevant, federal, state, and local laws regarding employment practices. |
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