Job Description

Position Title:

CAS Technical Support Specialist

Position Type:

Regular

Salary Range:

$28.13 - $32.34/hour; commensurate with experience

Pay Frequency:

Hourly

• POSITION PURPOSE
  
  

This position is principally responsible for the maintenance and support of the computing facilities and associated electronic equipment in the College of Arts and Sciences.

• ESSENTIAL DUTIES AND RESPONSIBILITIES
• Maintain and support computer laboratories and associated equipment.
• Provide friendly and knowledgeable computer application support to faculty, staff and students as needed. Interact frequently with diverse clients and constituents, including: faculty, students, staff, Media Services, Network Engineering, and other internal and external clients.
• Provide file, print and web services as needed.
• Support, configure, and update lab computers and related resources.
• Perform backups, updates, patching, imaging and troubleshooting on an ongoing basis.
• Serve as a resource for the purchase, installation and operation of system additions and updates.
• Supervise and support and lab access.
• Collaborate with Information Services, Facilities and Media Services to ensure the computer laboratories have optimal networking, lighting, HVAC and security.
• Solicit needs from clients and provide short- and long-term solutions.
• Keep up to date with trends in use of electronic tools in university settings.
• Manage vendor relationships, get quotes, and place orders for software, hardware, support, and related expenditures.
• Proactively notify end users of outages, changes, and upgrades.
• Respond rapidly to outages and service interruptions.
• Support SCU’s Imaginarium, facilitating instruction and research using virtual and extended reality (VR/XR).
• Support the visualization component of WAVE, SCU’s high-performance computing facility.
• Oversee computer facility budget.
• Be a good steward of University resources.
• Track all expenses.
• Make recommendations on future budget allocations.
• Provide data-driven analyses of expenses and forecasts.
• Research, compile data and advocate for innovative ways to introduce and support electronic solutions to business practices.
• Oversee facilities.
• Ensure cleanliness and order in computer labs.
• Provide necessary information to users about policies and procedures in the labs.
• Liaison with University Operations and Building Managers on any project or facility requests.
• Provide data-driven analyses of use and make recommendations on changes.
• Keep up to date with current trends in use of computing facilities.
• Other duties as assigned.
• PROVIDES WORK DIRECTION
  
  

May provide direction to and/or mentor student employees.

• GENERAL GUIDELINES
  
  

Recommends initiatives and implements changes to improve quality and services.

Identifies and determines cause of problems; develops and presents recommendations for improvement of established processes and practices.

Maintains contact with customers and solicits feedback for improved services.

Maximizes productivity through use of appropriate tools; planned training and performance initiatives.

Researches and develops resources that create timely and efficient workflow.

Prepares progress reports; informs supervisor of project status; and deviation from goals.

Ensures completeness, accuracy and timeliness of all operational functions.

Prepares and submits reports as requested and required.

Develops and implements guidelines to support the functions of the unit.

• QUALIFICATIONS
  
  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Knowledge

• Knowledge of OS image cloning.
• Knowledge of server administration best practices for ensuring availability, performance, and security in a computer-lab environment.
• Knowledge of network security and virus/malware prevention.
• Knowledge of Windows and macOS.
• Some knowledge of Linux administration.
  
  

Skills

• Effective interpersonal and written communication skills.
• Well-organized with good project management skills.
• Good research and troubleshooting skills
  
  

Abilities

• Ability to work equally well as an individual contributor and part of a team.
• Ability to exercise sound judgment.
• Ability to provide highest levels of customer service while handling multiple and competing demands.
• Ability to perform and prioritize multiple tasks seamlessly.
• Ability to build successful relationships with stakeholders from multiple constituencies.
• Strong ability to anticipate issues and proactively solve problems.
• Ability to acquire and apply new skills quickly.
• Ability to work a flexible schedule, as needed. Weekends and nights may be needed on occasion.
  
  

Education

Bachelor’s degree in computer science or related field (or equivalent experience) preferred.

Years Of Experience

0-3 years of relevant experience

• PHYSICAL DEMANDS
  
  

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer terminal.
• Requires travel to other buildings on the campus.
• May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
• May be required to occasionally travel to outside customers, vendors or suppliers.
• Ability to repeatedly bend, stop, kneel, crawl, squat and crouch.
• Considerable time is spent at a desk using a computer terminal.
• Must be able to handle and operate equipment which can be located on tall shelves up to 8 feet in height and weighing up to 75 pounds.
• WORK ENVIRONMENT
  
  

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• Typical office and computing environment.
• Mostly indoor office environment with windows.
• Offices with equipment noise.
• Offices with frequent interruptions.
  
  

EEO Statement

Equal Opportunity/Notice of Nondiscrimination

Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University’s equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/

Title IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. The Title IX Coordinator and Section 504 and ADA Coordinator is Jenna Elliott, Interim Director of Equal Opportunity and Title IX, 408-551-3043, jrelliot@scu.edu , www.scu.edu/title-ix. Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

Americans With Disabilities Act

Santa Clara University affirms its' commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources, and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at iahluwalia@scu.edu.

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.