Customer Service Technician

Company: California State University Sacramento
Location: Sacramento
Posted on: March 18, 2023

Job Description:

Customer Service Technician

Job No: 519090
Work Type: Staff
Location: Sacramento
Categories: Unit 9 - CSUEU - Technical Support Services, Temporary, Full Time, Information Systems & Technology

Working Title: Customer Service Technician

Classification Title: Information Technology Consultant - Foundation

Posting Details

Priority Application Date (Posting will remain open until filled): Thursday, October 20th

Hiring Preference


Eligible on-campus applicants in California State University Employees Union (CSUEU) Bargaining Units 2,5,7, and 9 will be given first consideration in the recruitment.

Position Summary

The incumbent will meet with users to understand needs, adapt research, and create alternatives for consideration. As necessary, this incumbent will consider solutions and their relevant modernization of CCE service desk process flows, such as onboarding, offboarding, asset audit quality assurances, and general IT support prioritization and escalation.

FLSA: Non-Exempt

CSU Classification Salary Range: $3,713 - $7,149 per month

Hiring Range: Anticipated hiring range is $3,713 - $5,430 per month commensurate with candidate's education, experience, skills and training.

Salary Grade/Range: 1

Recruitment Type: Temporary (Annually Renewable)

Time Base: Full-Time

Pay Plan: 12 months

Work Hours: Monday - Friday, 8:00AM - 5:00PM, work hours may vary depending on department operations. Work will be conducted on-site.

Department Information

The College of Continuing Education (CCE) extends the mission of the university by increasing access for non-traditional learners. With a primary expertise on serving adult learners, CCE provides programs and services to individuals and employers year-round, unbound by traditional semester schedules and formats. CCE serves a hybrid student body that extends beyond California, serving over 80,000 learners annually through in-person, hybrid and fully online workshops, courses, conferences, certificate and degree programs. For more information, please visit: https://cce.csus.edu/about-cce

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. Further progress within this classification is based on department need and work assignments requiring higher levels of skills and knowledge. Reference the Information Technology Series Introduction for level definitions.
Required Qualifications

• Commitment to fostering a diverse, equitable, and inclusive work and learning environment.
• Demonstrated knowledge and experience at the Foundation level in working with computer and mobile devices (PC, Macintosh, iOS, Android operating systems), networking and peripheral devices, with ability to forward more complex IT issues to more senior or specialized IT staff.
• Demonstrated ability to provide first level support for users with Microsoft applications, Windows OS, Mac OS, mobile technologies and media technologies.
• Demonstrated ability to perform Foundation level on-site- or remote assistance in configuring and troubleshooting computer related devices, as well as to provide appropriate referral to more senior or specialized IT staff.
• Demonstrated knowledge and experience in setting up computer workstations (connecting peripherals, network, monitors, etc.).
• Experience maintaining accurate inventory records of office and/or computer equipment.
• Demonstrated ability to organize, manage and implement multiple Foundation level projects or assignments, and establish and maintain milestones and deliverables and complete projects on time.
• Evidence of ability to communicate effectively with staff, instructors, students and peers; experience and ability to document work plans, configurations and/or directions.
• Evidence of ability to work with other IT team members both within CCE and with IRT in developing work plans and problem solving. Conditions of Employment:

• Successful completion of a criminal background check. Preferred Qualifications
  
• Work experience in a higher-educational setting, which demonstrates responsibility for customer service to staff and/or students and faculty.
• Experience providing Foundation level customer service and first-level troubleshooting for computer hardware and software.
• Experience documenting and creating checklists for processes related to the Core Functions of the position.
• Experience working with software image applications to install custom software load on workstations, and setting up and configuring standard software loads.
  Required Licenses/Certifications
  • Valid Driver's License and maintenance of a good driving record
    Documents Needed to Apply
    
    Resume, cover letter, and three professional references.
    
    Failure to upload these documents to the online application may result in disqualification.
    
    About Sac State
    
    Sacramento State is located in the heart of California's capital city, five miles from State Capitol. The lush, 300-acre campus is situated along the American River, close to numerous bike trails and other recreational areas. Sacramento, also known as the "Farm-to-Fork Capital," is one of the most ethnically diverse and livable cities in the country, with a population of half of a million. Sacramento State's 31,000 students come not only from the Greater Sacramento Region, but also from across the state, country, and world. Our 1800 faculty and 1,500 staff are committed to meeting our mission: "As California's capital university, we transform lives by preparing students for leadership, service, and success. Sacramento State will be a recognized leader in education, innovation, and engagement." As the regional hub of higher education, Sac State is dedicated tostudent success, diversity, equity and inclusion, community engagement, philanthropy, and campus safety.
    
    As evidenced by the values embedded in our Hornet Honor Code, Sacramento State is committed to creating an inclusive environment where all faculty, staff, students, and guests are welcome and valued. Our commitment is more than simply ensuring that our campus is free from bias and discrimination, but is one devoted to celebrating many diverse identities, life experiences, and perspectives that enrich our community, teaching and learning.
    
    To learn more about why you should join the Hornet Family, please visit the Why Sac State? page.
    
    Background Check Disclaimer
    
    A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with California State University, Sacramento. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current California State University, Sacramento employees who apply for the position. One variation of background check required could be a LiveScan screening, which involves submitting fingerprints at a certified LiveScan Service Center.
    
    COVID-19 Vaccine Certification Information:
    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/ and questions may be sent to hr-empservices@csus.edu
    Out of State Employment Policy
    
    Sacramento State University, as part of the CSU system, is a State of California Employer. As such, the University requires all employees (up)on date of hire to reside in the State of California.
    
    As of January 1, 2022 the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.
    
    Equal Employment Opportunity
    
    California State University, Sacramento is an Affirmative Action/Equal Opportunity Employer and has a strong institutional commitment to the principle of diversity in all areas. We consider qualified applicants for employment without regard to race, color, religion, national origin, age, sex, gender identity/expression, sexual orientation, pregnancy, genetic information, medical condition, marital status, veteran status, or disability. Sacramento State hires only those individuals who are lawfully authorized to accept employment in the United States.
    
    It is the policy of California State University, Sacramento to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment. If you need a disability related reasonable accommodation as part of the application and/or interviewing process, visit https://www.csus.edu/administration-business-affairs/internal/your-hr/benefits/reasonable-accomodation.html.
    
    The University is committed to creating an education and working environment free from discrimination, sexual harassment, sexual violence, domestic violence, dating violence, and stalking. For more information on mandatory training for new employees, visit https://www.csus.edu/compliance/hr-compliance/mandatory-dhr-training.html .
    
    Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Fire Safety Right-To-know Act Notification:
    
    Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the current Annual Security Report (ASR) is available for viewing at https://www.csus.edu/clery .
    The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and sexual assault prevention information, and drug and alcohol prevention programming. The ASR also contains statistics of Clery Act crimes for Sacramento State for the last three (3) calendar years. Paper copies are available upon request at the Police Service Center located in the University Union.
    Eligibility Verification
    Selected candidate must furnish proof of eligibility to work in the U.S.. California State University, Sacramento is a sponsoring agency (i.e. H-1-B Visa).
    
    Note to Applicants:
    
    Possession of the minimum qualifications does not guarantee an interview unless required by collective bargaining agreement.
    
    Advertised: February 07, 2023 (4:45 PM)
    Applications Closes: Open Until Filled
    
    To apply, visit https://careers.csus.edu/en-us/job/519090/customer-service-technician
    
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Keywords: California State University Sacramento, Sacramento , Customer Service Technician, Professions , Sacramento, California