IT Service Desk Coordinator (Information Technology Consultant – Foundation) – Information Technology Services
Job Description
Job No: 533660
Work Type: Staff
Location: San Francisco
Categories: Unit 9 – CSUEU – Technical Support Services, Probationary, Full Time, Information Systems & Technology
Working Title
IT Service Desk Coordinator
SF State University
San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.
Applicants may visit titleix.sfsu.edu for more information on SF State’s policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.
San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.
The person holding this position may be 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 as a condition of employment.
This position may be a “designated position” in the California State University’s Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.
Department
Information Technology Services/Customer Service
Appointment Type
This is a one-year probationary position.
Time Base
Full-Time
Work Schedule
Monday – Friday; 8:00 am -5:00 pm
Anticipated Hiring Range
$4,600.00 – $4,666.00 Per Month ($55,200.00 – $55,992 Annually)
Salary is commensurate with experience.
Position Summary
Reporting to the Director of Service Management the Service Desk Coordinator is responsible for day-to-day operation of the Information Technology Service (ITS) Service Desk.
The Service Desk Coordinator is responsible for hiring, training, scheduling, and mentoring help desk student technicians; ensuring service desk coverage for in person and phone support; managing the ticketing system queue and ensuring incoming tickets are assigned to the proper groups; and providing tier 1 support for incoming incidents and requests.
Position Information
Customer Service Support
- Provide in person and remote support for tier 1 incidents and requests
- Assist student technicians with escalations
- Assign incidents and requests to appropriate student technicians or tier 2 support groups
- Utilize ticketing system to manage and document work
Service Desk Coordination
- Ensure the ITS Service Desk has appropriate coverage in person and phone coverage
- Work with other members of the Service Management team to hire student technicians
- Train student technicians on relevant department and campus policies
- Train student technicians on relevant tier 1 support processes
Create Documentation
- Write user documentation, user guides, and knowledge base articles
- Provide training and communication materials to users that maximize their ability to utilize system capabilities, features, and other resources
Other duties as assigned
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.
Preferred Qualifications
Education/Work Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field from an accredited university, OR an equivalent combination of education, training, and experience.
- Minimum (1) year experience in IT customer support and helpdesk support.
- Minimum (3) years’ experience with Windows & macOS desktop operating systems, and mobile devices.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Experience in the field of Service Management.
- Experience in analyzing, diagnosing, and resolving user incidents.
- Proven ability to effectively prioritize and execute tasks.
- Exceptional interpersonal skills, with a focus on listening and questioning.
- Excellent time management skills, oral and written communication skills, tact and discretion.
Skills/Abilities
Ability to: Recognize and resolve system related problems; work independently and make necessary decisions throughout the systems process within department guidelines; perform multiple tasks concurrently and respond to emergency situations effectively; communicate technical and complex information both orally and in writing; develop innovative solutions; provide technical end-user support to users with varying levels of expertise and knowledge; collaborate in a collegial manner with students, faculty, staff, residents, as well as outside organizations; read, write and speak fluently in English; relay technical information effectively to non-technical users; be patient, tactful, and professional under all circumstances; function effectively as a member of a team and participate in activities and assignments that will benefit other members of the team or will contribute to the accomplishment of team objectives; strong interpersonal communication skills; strong analytical and problem-solving skills; excellent verbal and written communication skills; strong ability to reason logically and creatively to identify and resolve problems.
Environmental/Physical/Special
- Some work outside of standard business hours may be required to provide systems maintenance, respond to critical systems outages, or assist with special events.
Pre-Employment Requirements
This position requires the successful completion of a background check.
Eligibility to Work
Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.
Benefits
Threaded through our Total Compensation package is a commitment to Bridging Life’s Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.
We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University’s commitment to attract, motivate and retain our employee.
CSUEU Position (For CSUEU Positions Only)
Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.
Additional Information
SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).
Thank you for your interest in employment with California State University (CSU). CSU is a state entity whose business operations reside within the State of California. Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception. While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.
CSU strongly encourages 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 are encouraged 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@campus.edu.
The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.
Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.
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