Job Summary:
Under general supervision, the Technology Support Specialist II provides technical support and consultation to faculty, staff, and students. The incumbent independently diagnoses and resolves hardware, software, and connectivity issues of moderate scope and complexity; supports desktop and endpoint management; and provides consultative guidance on technology procurement, deployment, and configuration to ensure secure, reliable, and standards-compliant computing environments.
Responsibilities:
Advanced Technical Support & Endpoint Management
- Provide advanced technical support for desktop computers, laptops, mobile devices, printers, and peripheral equipment in assigned campus areas.
- Install, configure, deploy, maintain, and troubleshoot operating systems and enterprise applications in alignment with campus standards.
- Diagnose and resolve complex hardware, software, security, and basic network connectivity issues.
- Ensure endpoint compliance with university security policies, patching standards, and asset management practices.
- Coordinate equipment lifecycle replacement, imaging, deployment, and secure disposal processes.
- Document incidents, resolutions, configurations, and technical procedures.
Consultative Services, Training & Specialized Support
- Serve as a consultative resource to departments regarding technology needs, procurement recommendations, and configuration standards.
- Evaluate and recommend hardware/software solutions to support instructional and administrative functions.
- Develop standardized and specialized configurations to support user needs.
- Provide end-user training and technical guidance to faculty, staff, and student employees.
- Serve as functional support specialist for campus telephony systems (phones and Jabber), including configuration and troubleshooting.
- Collaborate independently with vendors to coordinate support, repairs, and solution implementation.
- Coordinate with campus partners (e.g., Student Financial Services and SCO) to facilitate secure transfer of financial or system-related documentation.
Project Support & Operational Coordination
- Lead or participate in small technology support projects, including but not limited to, equipment refresh initiatives, office relocations, and technology upgrades.
- Provide lead work direction and training to student employees, as well as technical and administrative staff.
- Assist with development of documentation, knowledge base materials, and process improvements.
- Other classification-related duties as assigned
Minimum Qualifications:
- Equivalent to a bachelor's degree in a related field and two years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.
Required Qualifications:
- Strong knowledge and expertise in hardware and software troubleshooting.
- Knowledge of network connectivity, server administration, and system troubleshooting.
- Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technology support.
- Strong organizational skills to plan, organize, and manage technology support delivery and complete related small projects.
- Strong communication and interpersonal skills with the ability to present technical information to technically diverse audiences in a clear and concise manner and produce technology education materials.
- Strong analytical skills to evaluate technology and configure and deploy systems updates.
- Skill in providing direction and training to others.
- Proficiency in using applicable software or technology systems.
- Knowledge of university policies, data needs, and data privacy regulations.
Preferred Qualifications:
- Knowledge of ITIL processes
- Previous management and administrative experience of an Enterprise Service Management Tool (ServiceNow)
- Proficiency in end point hardware and software technologies such as Intune, SCCM and Jamf
- Ability to pay attention to details and to meet deadlines and milestones
- Patience and well-developed interpersonal relations skills
- Previous professional experience working in a higher education environment is highly desired.
- Bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study
- May be required to lift or carry up to 50lbs
Compensation and Benefits:
The salary offered will take into account internal equity and experience among other factors.
Anticipated hiring range: Step 1 $5,787 per month for qualified candidates
The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 15 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here.
Position Information:
Work status: Full-time/Exempt/Temporary
Academic year schedule: Monday through Friday (8:00 am – 5:00 pm), some evenings/weekends.
Summer schedule: Monday through Thursday (7:00 am - 5:30 pm), some evenings/weekends.
California State University, San Bernardino, as part of the CSU system, is a State of California Employer. As such, the University requires all employees upon 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.
California State University, San Bernardino is not a sponsoring agency for staff or management positions (i.e. H1-B Visas).
CSUSB is not an E-Verify employer and cannot support visa holders with certain requirements (e.g., H1B, F1, STEM OPT).
Education Code 89521 Requirements: Applicants will be required to disclose whether they have received a final administrative decision or final judicial decision determining that they have committed sexual harassment within the last 7 years only after a determination is made that they meet the minimum qualifications for the position, and before an offer of employment is extended. Applicants who reach the final stages of the application process must also sign a release form that authorizes the release of information by the applicant’s current and/or former employers to the CSU concerning any substantiated allegations of misconduct.
Conditions of Employment
Background Check
Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.
Drivers License Check
Possession of a valid Driver's License is required. Employees in this position will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record
Mandated Reporter
The person holding this position is considered a limited 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
I-9
CSUSB hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.
Statement of Commitment to Diversity
In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.
California State University, San Bernardino is proud to be an Affirmative Action/Equal Opportunity Employer. We recruit, hire, train, and administer all personnel actions without regard to race, ethnicity, religion, color, caste, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, socioeconomic status, genetic information, medical condition, disability, marital status, protected military or veteran status, or any other status protected by applicable law. This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096) For more information about Diversity & Inclusion at CSUSB, please visit https://www.csusb.edu/human-resources/diversity-inclusion
Closing Statement:
Reasonable Accommodation
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact CSUSB Benefits at benefits@csusb.edu.
Smoking
CSUSB is a smoke and tobacco-free campus. See policy at https://calstate.policystat.com/policy/6591951/latest/.
Clery Act
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State San Bernardino Annual Security and Fire Safety Report is available at: https://www.csusb.edu/clery-act
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