California College of the Arts
Technical Support Specialist
California College of the Arts, San Francisco, California, United States, 94199
The Technical Support Specialist employs excellent communication and customer service skills to oversee staff computing support and management of staff devices, as well as provide tier 1 technical support for the CCA community. The Tech Support Specialist is responsible for all inventory management, deployment and support of staff computers, peripherals and software. The Tech Support Specialist also plays a key role in triaging technical support requests from the entire CCA community, providing tier 1 technical support and escalating to other teams as appropriate. The incumbent in this position is an effective communicator, listener, problem solver and collaborator, with the ability to shape a positive, engaging customer experience.
MAIN RESPONSIBILITIES:
Staff Computing Management and Support - 60%
Deploy laptops, accessories and desktop access to new staff as they are hired; retrieve laptops as employees leave the college; replace/repair laptops as needed. Responsible for the management of all staff computers and associated accessories, including maintaining inventory of deployable computers, performing/overseeing repairs, managing e-waste processing, and advising the Director of inventory needs and issues. Ensure all staff laptops have appropriate updates, software and security configuration to support staff needs and secure management of the devices. Conduct new staff technical onboarding, orienting them to procedures and resources regarding use of CCA technology and systems. Performs advanced level troubleshooting, technical assistance and support on various software applications and computer hardware. Maintain the operation of administrative printers and ensure all staff have access to use those printers. Use JAMF to manage computing inventory, keep device assignment records up to date and track/enforce device security compliance. Administer JAMF to optimize secure and efficient management of staff computers. Perform routine maintenance, virus software updates and cleaning of hardware as required. Assist Technology Services team mates with server and equipment maintenance as necessary. Help Desk Ticket Triaging and Tier 1 Support - 40%
Monitor the Help Desk ticket queue for technical support requests submitted by students, faculty, staff and prospective students. Provide 1st tier response to resolve requests, using documented troubleshooting and issue resolution protocols. When necessary, escalate requests to other team members within Technology Services or other departments at CCA. Assist in providing end user instruction, troubleshooting, documentation and some administrative support for numerous systems supported by Technology Services, including user account management, Duo, Zoom, Google Workspace, Teamwork, Workday, Touchnet, Portal.cca.edu, Symplicity and other information systems. Assist in providing end user instruction, documentation and troubleshooting in technology infrastructure in use at CCA, including basic computing, networking, security, installed software, access control and academic computing and software. Maintain detailed logs of issues and resolutions in tickets. Manage a queue of assigned tickets. Assist with the launch of new or changed technologies by anticipating support needs from end users and planning responses, including documentation and training. MINIMUM QUALIFICATIONS:
3+ years experience in an IT service, Help Desk, or computer management environment. Recent experience as a computer technician, installing and maintaining hardware, software and peripherals. Familiarity with current versions of Macintosh OS, Microsoft Windows, Google Workspace Apps, security protocols, and networking concepts. Recent experience with productivity applications (e.g. Google Workspace, MS Office) and ticketing/service management systems. Comfortable working with a small team of highly technical individuals in a high pressure, customer service focused unit of Technology Services. Must be a self-motivated individual who can juggle many projects at once, including time-management and prioritization of workflow. Ability to perform advanced troubleshooting of technical issues, including hardware, software and cloud-based systems. Ability to support non-technical persons with technical issues, and ability to explain technical concepts to users in a clear, supportive, and easily understood manner. Strong interpersonal and communication skills, with ability to be diplomatic and highly responsive in all interpersonal interactions. Demonstrated understanding of principles and practices of excellent customer service. Excellent attention to detail and routine daily functions, as well as the ability to keep focused and productive with long-term projects in an inherently interruption-driven job. An enthusiasm for working with people in an agile and creative environment. A demonstrated systems thinker. Desirable Qualifications:
Bachelor's degree in a related field or equivalent professional experience in information technology. Completion of Apple Certified Mac Technician Certification (ACMT). Prior experience with digital media, art and design applications (e.g. Adobe Creative Cloud software). Knowledge of best practices for utilizing technology in an academic environment. Please note that in an effort to keep the CCA community safe, the College encourages all staff, faculty, and students who are on campus to be fully vaccinated, including to have received a booster shot (if eligible). Please note CCA on campus Covid-19 protocols. Please reach out to hr@cca.edu with any questions.
COMPENSATION & BENEFITS
:
The compensation for this position is $32.97 CCA offers a comprehensive benefits package, including the choice of five medical plans, generous holiday, sick & vacation time, a retirement match and tuition remission. CCA covers an average of 91% of the medical plan cost for the employee only and an average of 82% for employees with dependents. More information can be found here: https://portal.cca.edu/working/office-human-resources/employee-benefits. POSITION DETAILS:
CCA considers a full-time work week to be 37.5 hours per week. Work Mode: On Campus Schedule: M-F, 8:30am-4:30pm This position is covered under the staff union collective bargaining agreement and will be required to contribute to union dues/agency fees.
Location San Francisco
FLSA Non-Exempt
Additional Locations
Application Instructions
Applicants are required to attach a cover letter and resume. Incomplete applications will not be considered. Recommended document file formats are Word or PDF. If there are multiple attachments, we recommend compressing/zipping your files into a zip format file. There is also a place in the application for you to provide a link to large documents. Please submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions.
Application Deadline
For staff positions, screening begins immediately and continues until the position is filled.
EEO Statement
As an educational and cultural institution, California College of the Arts has a responsibility to provide access and opportunities for all people, with special attention to supporting groups historically underrepresented in higher education.
We believe that a culturally diverse campus is integral to academic excellence, and our student, faculty, staff, and trustee bodies should reflect the diverse world in which we live, with attention to race, ethnicity, religious creed, national origin, age, sex, sexual orientation, gender identity or expression, and ability.
California College of the Arts is an equal opportunity employer and encourages applications from individuals who will contribute to its diversity. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to hr@cca.edu. In alignment with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment. If a background check is required for a position, it will be noted in the job posting.
Questions?
Please address any questions to hr@cca.edu.
MAIN RESPONSIBILITIES:
Staff Computing Management and Support - 60%
Deploy laptops, accessories and desktop access to new staff as they are hired; retrieve laptops as employees leave the college; replace/repair laptops as needed. Responsible for the management of all staff computers and associated accessories, including maintaining inventory of deployable computers, performing/overseeing repairs, managing e-waste processing, and advising the Director of inventory needs and issues. Ensure all staff laptops have appropriate updates, software and security configuration to support staff needs and secure management of the devices. Conduct new staff technical onboarding, orienting them to procedures and resources regarding use of CCA technology and systems. Performs advanced level troubleshooting, technical assistance and support on various software applications and computer hardware. Maintain the operation of administrative printers and ensure all staff have access to use those printers. Use JAMF to manage computing inventory, keep device assignment records up to date and track/enforce device security compliance. Administer JAMF to optimize secure and efficient management of staff computers. Perform routine maintenance, virus software updates and cleaning of hardware as required. Assist Technology Services team mates with server and equipment maintenance as necessary. Help Desk Ticket Triaging and Tier 1 Support - 40%
Monitor the Help Desk ticket queue for technical support requests submitted by students, faculty, staff and prospective students. Provide 1st tier response to resolve requests, using documented troubleshooting and issue resolution protocols. When necessary, escalate requests to other team members within Technology Services or other departments at CCA. Assist in providing end user instruction, troubleshooting, documentation and some administrative support for numerous systems supported by Technology Services, including user account management, Duo, Zoom, Google Workspace, Teamwork, Workday, Touchnet, Portal.cca.edu, Symplicity and other information systems. Assist in providing end user instruction, documentation and troubleshooting in technology infrastructure in use at CCA, including basic computing, networking, security, installed software, access control and academic computing and software. Maintain detailed logs of issues and resolutions in tickets. Manage a queue of assigned tickets. Assist with the launch of new or changed technologies by anticipating support needs from end users and planning responses, including documentation and training. MINIMUM QUALIFICATIONS:
3+ years experience in an IT service, Help Desk, or computer management environment. Recent experience as a computer technician, installing and maintaining hardware, software and peripherals. Familiarity with current versions of Macintosh OS, Microsoft Windows, Google Workspace Apps, security protocols, and networking concepts. Recent experience with productivity applications (e.g. Google Workspace, MS Office) and ticketing/service management systems. Comfortable working with a small team of highly technical individuals in a high pressure, customer service focused unit of Technology Services. Must be a self-motivated individual who can juggle many projects at once, including time-management and prioritization of workflow. Ability to perform advanced troubleshooting of technical issues, including hardware, software and cloud-based systems. Ability to support non-technical persons with technical issues, and ability to explain technical concepts to users in a clear, supportive, and easily understood manner. Strong interpersonal and communication skills, with ability to be diplomatic and highly responsive in all interpersonal interactions. Demonstrated understanding of principles and practices of excellent customer service. Excellent attention to detail and routine daily functions, as well as the ability to keep focused and productive with long-term projects in an inherently interruption-driven job. An enthusiasm for working with people in an agile and creative environment. A demonstrated systems thinker. Desirable Qualifications:
Bachelor's degree in a related field or equivalent professional experience in information technology. Completion of Apple Certified Mac Technician Certification (ACMT). Prior experience with digital media, art and design applications (e.g. Adobe Creative Cloud software). Knowledge of best practices for utilizing technology in an academic environment. Please note that in an effort to keep the CCA community safe, the College encourages all staff, faculty, and students who are on campus to be fully vaccinated, including to have received a booster shot (if eligible). Please note CCA on campus Covid-19 protocols. Please reach out to hr@cca.edu with any questions.
COMPENSATION & BENEFITS
:
The compensation for this position is $32.97 CCA offers a comprehensive benefits package, including the choice of five medical plans, generous holiday, sick & vacation time, a retirement match and tuition remission. CCA covers an average of 91% of the medical plan cost for the employee only and an average of 82% for employees with dependents. More information can be found here: https://portal.cca.edu/working/office-human-resources/employee-benefits. POSITION DETAILS:
CCA considers a full-time work week to be 37.5 hours per week. Work Mode: On Campus Schedule: M-F, 8:30am-4:30pm This position is covered under the staff union collective bargaining agreement and will be required to contribute to union dues/agency fees.
Location San Francisco
FLSA Non-Exempt
Additional Locations
Application Instructions
Applicants are required to attach a cover letter and resume. Incomplete applications will not be considered. Recommended document file formats are Word or PDF. If there are multiple attachments, we recommend compressing/zipping your files into a zip format file. There is also a place in the application for you to provide a link to large documents. Please submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions.
Application Deadline
For staff positions, screening begins immediately and continues until the position is filled.
EEO Statement
As an educational and cultural institution, California College of the Arts has a responsibility to provide access and opportunities for all people, with special attention to supporting groups historically underrepresented in higher education.
We believe that a culturally diverse campus is integral to academic excellence, and our student, faculty, staff, and trustee bodies should reflect the diverse world in which we live, with attention to race, ethnicity, religious creed, national origin, age, sex, sexual orientation, gender identity or expression, and ability.
California College of the Arts is an equal opportunity employer and encourages applications from individuals who will contribute to its diversity. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to hr@cca.edu. In alignment with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment. If a background check is required for a position, it will be noted in the job posting.
Questions?
Please address any questions to hr@cca.edu.