Technology Services provides administrative information services, core services, and desktop support to the Fresno State community. Our department consists of a well trained team of individuals dedicated to providing effective technology and quality services and support that are integrated into the daily activities of the entire campus.
Under the direction of a director, manager or the supervision of a designated Lead, the Desktop Services Consultant provides desktop computing installation, configuration, and break-fix services to faculty, staff, and students. The Desktop Services Consultant is expected to work independently and possess the experience to be fully proficient in performing most or all of the work assignments. A work assignment outside of the classification where the majority of work is performed is common and may be used to promote skill development or meet unique department needs. The employee shall allocate priority and time to the duties mentioned below based upon direction from the manager to whom this employee reports. The manager will communicate these priorities and time allocation at least annually and when necessary.
The following work activities indicate the responsibilities of this position and are separated by functional area.
- Provide desktop implementation, schedule coordination, move, add, change and disposal services when requested
- Perform installation and configuration of campus standards software packages on end user machines, and provide overview of software use to end-users
- Manage and maintain list of desktop assets slated for renewal or retirement and coordinate activities with customers to initiate those actions.
- Provide planning, consulting and coordination services to upgrade desktop hardware and software configurations to newer versions
- Provide multi-year planning for technology (hardware and software) under the purview of the Desktop Services Consultant.
- Obtain and validate requests for desktop security IDs, passwords, and access profiles
- Provide second level support to the Service Desk to resolve desktop incidents or provide how-to support
- Provide request fulfillment processing for customer requests for desktops and software applications
- Provide planning, consulting and coordination services to establish move or remove desktops and printers.
- Provide technical advice and expertise in the evaluation, purchase, upgrading, and maintenance of software and/or hardware resources.
- Participate in needs assessments and evaluate potential purchases for compatibility with existing systems
Knowledge and Database Management
- Provide and maintain standard catalog of approved desktop hardware and software configuration available for use
- Identify customer-required pre-requisites for obtaining desktop support services as well as any post requisite activities once services are delivered
- Validate the quality, relevance, and user value of the Service Desk customer facing information regarding desktop support services for customer self-service web sites
- Validate the quality, relevance, and consultant value of the Service Desk internal knowledge base regarding desktop support services including information stored as Knowledge Articles in the Service Desk solution, on Wikis, and in document repositories.
- Update and maintain configuration management databases with accurate and current information regarding configuration items or assets.
- Develop and administer data policies, procedures and standards
Secondary Duties of the job include:
- Provide training and direct supervision of IT student support staff
- Advise and assist faculty, staff, and students in the selection of available software, hardware and/or database systems, and sources to meet their needs
- Research available products and systems and recommend alternatives to meet identified needs
- Specify maintenance contracts
- Prepare requests for proposals, cost estimates, and justifications
- Provide asset and cost information to customer's managers when requested
- Provide other duties as assigned
Knowledge, Skills & Abilities
- Knowledge of:
- Service Management Tools for tracking Incidents, Requests, Problems, and Changes
- Operating Systems: Apple Macintosh OS 10.x and later versions, Microsoft Windows 7 and later versions. IOS and other applicable tablet operating systems
- Hardware: Intel PC systems, Apple Macintosh systems, iPad, Surface and other applicable mobile computing devices
- Desktop management tools for imaging, configuration management and policy enforcement (e.g. SCCM, JAMF, etc.).
- Applications: campus standard applications
- Connectivity and network administration for fixed wire, and wireless connections
- Data administration principles and techniques
- Copyright laws and industry standards
- Proficient use of standard campus applications, desktops, and laptops
- Strong fault isolation and problem solving skills
- Excellent written and verbal communication skills throughout all levels of an organization and with a variety of audiences
- Strong characteristics of integrity, excellence, discretion, team-orientation, service-orientation
- Strong emotional intelligence (awareness of self, self-regulation, ability to bridge styles of others)
- Strong interpersonal and influencing skills with ability to engage with different levels
- Ability to perform multiple tasks and work according to procedures
- A history of regular attendance and positive performance evaluations
Education and Experience
- Bachelor's degree from a regionally accredited college or university in computer science, business or related discipline preferred. Qualifying experience may be substituted for required education on a year for year basis.
- Two (2) years of experience in direct customer support related to technical services
- Four (4) years of experience in direct customer support related to technical services
- Experience within higher education sector with IT focus
- ITIL Foundation Certification desirable or relevant experience in ITIL environment
- Concepts of Digital Transformation
- Strong experience in a customer-service oriented role in a fast-paced environment that is prone to change, preferably in a technology-related area and in higher education
- Knowledge of:
- Microsoft Group Policy Objects and Active Directory
- Application Deployment Methods and Tools
- Scripting languages such as WSH
- Ability to perform system, database, and network maintenance tasks.