[lug] CSU 201700282P IT Technician

[Robert Racansky]

OK, this is the Boulder Linux User Group, and not the Fort Collins
Linux User Group . . .

. . . nor is this Linux related, but . . .

Do any of you know anybody at CSU Academic Computing and Networking
Services who can get my job application past the usual picket of HR
screeners?  If so, it would be appreciated.

Thanks.


https://jobs.colostate.edu/postings/52058

Working Title IT Technician
Classification Title IT Technician
Position Type State Classified
Open Date 11/30/2017
Close Date 12/11/2017
Salary $3,510 monthly + Full Benefits
Full/Part Time Full-time
State Classified Hourly No
Overtime Eligible
Position Location Fort Collins, CO 80523
Description of Work Unit

Academic Computing and Networking Services (ACNS) provides specialized
central computing support, distributed computing support, and computer
networking services to Colorado State University’s teaching, research,
and administrative communities.

The User Support Services is the unit within ACNS. The User Support
Services’ staff provides campus wide technology support in the
following service areas:
• Desktop and laptop management services for staff and faculty
(selected departments)
• Campus Technology Call Center/Helpdesk & Computer Diagnostic Center
• Fee-based Computer Repair Center
• CSU Libraries Specific Computer Systems/Applications Support
• Computer Commons technology management (Morgan Library)
The Campus Technology Call Center/ Technical Helpdesk services
faculty, staff, and students by providing tier 1 support for:
• eID account assistance
• Campus Network Connectivity Assistance/Setup SSL Gateway and remote VPN client
• Process Campus DMCA policies Campus support assistance for Antivirus/Malware
• Staff, Faculty and Student personal computer technical support assistance
• Canvas and RAMct
• General assignment classrooms
• Web Hosting
• Windows Server Hosting
• Shibboleth authentication
• Central e-mail (Staff, Faculty and Student)
• Network connectivity issues

Position Summary

This position assists in the daily operations of the University
Technical Help Desk and Computer Diagnostic Center. This position
will:

Maintain knowledge of, and use the most appropriate technical
guideline to troubleshoot and repair computers as needed.
Direct student technicians who work in her/his work unit on how to
apply specified techniques and methods in troubleshooting technology
issues and helping users.
Ensure that student technicians follow the proper operational processes.
Maintain the Technical Help-desk and Computer Diagnostic Center
student technician work schedules.
Monitor use of Help Ticket system to ensure accuracy in reporting.
Create and maintain documentation regarding the services supported by
this team, including processes and policies.

Minimum Qualifications

To be considered for this position, applicants must show:

Graduation from an accredited college or university with an
associate’s degree in Information Technology, CIS, Computer Science or
a related field. A transcript, either official or unofficial must be
attached with this application to meet this qualification.
One full-time year of experience providing technical support and/or
help desk duties in technology.

Substitutions

Two years of experience as defined by the department will substitute
for each year of required education. A bachelor’s, masters or doctoral
degree from an accredited college or university in a field of study
related to the work assignment will substitute for the associate’s
degree and, at the agency’s discretion, the year of experience. (To
use this substitution, a transcript, either official or unofficial
must be attached with this application.)

Preferred Qualifications

Highly sought applicants will offer several of the following preferred
qualifications:

Experience providing technical assistance and guidance over the phone.
Classroom technology support.
Experience providing technological support within a research library.
Experience with supporting enterprise level applications.
Knowledge of and ability to provide troubleshooting support for
Windows and Apple, as well as mobile device and tablet assistance.
Experience with technical support for digital cable televisions.

Essential Job Duties

Job Duty Category Campus Technical Support: Help Desk Technician
Duty/Responsibility

Provide customer support via phone, e-mail, in person, by telephone,
or via remote access in a timely and accurate fashion, and provide
end-user assistance where required.
Assist customers with general software, hardware and computer problems.
Help assist CSU faculty, staff, students with many needs including eID
set-up, Students and Family portal (FAMweb), e-mail, RamCT, Canvas,
Classroom Support, campus Telecom Unified Messaging (VM), Digital
Cable TV for campus residents, network connectivity wired or wireless
to the CSU Domain, SSL Gateway, VPN software and other Central
Systems.
Escalate issues and involve experts wherever required in order to
resolve issues as quickly as possible

Percentage Of Time 40%
Job Duty Category Computer Diagnostic Center (CDC) Technician
Duty/Responsibility

This person is expected to provide walk-in Technical Support for
personal computing devices.

Assist customers and clients with issues arising from everyday computer use.
Use diagnostic tools to troubleshoot problems associated with network
connectivity, and workstation hardware/software.
Escalate issues and involve experts wherever required in order to
resolve issues as quickly as possible.
Create and maintain documentation regarding the services supported by
this team, including processes and policies.

Percentage Of Time 40%
Job Duty Category Student Technician Leadership
Duty/Responsibility

Provide leadership and oversight to student technicians who work in
the Technical Help Desk and Computer Diagnostic Center areas in the
following ways:

Demonstrate how to troubleshoot problem areas (in person, by
telephone, or via remote access) in a timely and accurate fashion, and
provide end-user assistance where required.
Operate within, enforce, and suggest modifications and additions to
campus standards and guidelines.
Based on established procedures, train student technicians on
procedures associated with special CDC and Helpdesk services.
Ensure that student technicians follow the proper operational processes.
Oversee CDC and Help-desk student technician work schedules.

Percentage Of Time 10%
Job Duty Category Classroom Technology Emergency Support
Duty/Responsibility

Assist faculty with the operation of instructional technology equipment.
Respond to emergency failure reports from faculty engaged in the use
of classroom technology.
Troubleshoot to solve emergency problems or find a work-around to
mitigate class disruption.
Provide assistance and training to faculty in the proper use of their
laptop computers, Internet connections and installed equipment in
complex presentation systems.

Percentage Of Time 10%

Application Details

Special Instructions to Applicants

APPLICATION INSTRUCTIONS AND INFORMATION

Clearly document job duties you have performed that relate to minimum
qualifications, preferred qualifications, and essential job duties in
the Work Experience section on the application. Human Resources must
be able to evaluate your experience based on this information.
Clearly outline dates of employment and hours worked per week for each
employment experience listed in the Work Experience section of the
Application so that Human Resources can calculate full-time work
experience.
The APPLICATION is the only document that will be utilized to
determine if minimum qualifications, as outlined in the job posting,
have been met. The Application is considered to be the legal document
on file; resumes will not be reviewed for minimum qualification
requirements.

INCOMPLETE APPLICATIONS

If an Application is considered “Incomplete”, the Application will be
removed from consideration for the position.

An Application is incomplete if no current/ previous employment is
included in the Work Experience section of the Application.
An Application is incomplete if “see resume” (or something similar) is
noted, or previous employment does not contain job duties for every
position in the Work Experience section of the Application.
Positions requiring a degree or if using education as a substitution
for work experience (eg: Associate or Bachelor’s) transcripts are
required in order to verify receipt of the required degree or
coursework. If official or unofficial transcripts are not supplied at
the time of application, the Application is incomplete.

RESUMES

When a resume is listed as a required document, it may be used in the
comparative analysis/ evaluation process to determine the candidates
that most closely meet the qualifications of the position. This
process occurs after an application has passed the minimum
qualifications screening.
Resumes will not be accepted in place of a completed application;
however, some positions may still require a resume as a component for
complete application materials.
**Please see the Required Documents section of the posting.

NOTES

The selection process for State Classified positions may include an
exam(s), which requires candidates to physically appear (at the CSU
campus in Fort Collins, CO) at the candidates’ own expense.
All status updates for this position will be sent via email from
humanresources at colostate.edu. In addition to your Inbox, remember to
check the Deleted and Junk folders for these important communications.
Pertinent updates to your Application status can be obtained by
logging into your application account at https://jobs.colostate.edu

DEPARTMENT CONTACT INFORMATION

Please check the Help link online at https://jobs.colostate.edu/help/
for assistance on your application or for answers to Frequently Asked
Questions.
All other inquiries should be directed to the Colorado State
University Human Resources Office HR_Employment at mail.colostate.edu.

Conditions of Employment Pre-employment Criminal Background Check
(required for new hires), Valid Driver’s License, On-call Status
EEO Statement

Colorado State University is committed to providing an environment
that is free from discrimination and harassment based on race, age,
creed, color, religion, national origin or ancestry, sex, gender,
disability, veteran status, genetic information, sexual orientation,
gender identity or expression, or pregnancy and will not discharge or
in any other manner discriminate against employees or applicants
because they have inquired about, discussed, or disclosed their own
pay or the pay of another employee or applicant. Colorado State
University is an equal opportunity/equal access/affirmative action
employer fully committed to achieving a diverse workforce and complies
with all Federal and Colorado State laws, regulations, and executive
orders regarding non-discrimination and affirmative action. The Office
of Equal Opportunity is located in 101 Student Services.

The Title IX Coordinator is the Executive Director of the Office of
Support and Safety Assessment, 123 Student Services Building, Fort
Collins, CO 80523 -2026, (970) 491-7407.

The Section 504 and ADA Coordinator is the Associate Vice President
for Human Capital, Office of Equal Opportunity, 101 Student Services
Building, Fort Collins, CO 80523-0160, (970) 491-5836.

Background Check Policy Statement

Colorado State University (CSU) strives to provide a safe study, work,
and living environment for its faculty, staff, volunteers and
students. To support this environment and comply with applicable laws
and regulations, CSU conducts background checks. The type of
background check conducted varies by position and can include, but is
not limited to, criminal (felony and misdemeanor) history, sex
offender registry, motor vehicle history, financial history, and/or
education verification. Background checks will be conducted when
required by law or contract and when, in the discretion of the
university, it is reasonable and prudent to do so.

Employment and Appeal Rights

If you receive notice that you have been eliminated from consideration
for the position, you may protest the action by filing an appeal with
the State Personnel Board/State Personnel Director within 10 days from
the date you receive notice of the elimination. Also, if you wish to
challenge the selection and comparative analysis process, you may file
an appeal with the State Personnel Board/State Personnel Director
within 10 days from the receipt of notice or knowledge of the action
you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and
Personnel Director’s Administrative Procedures, 4 CCR 801, for more
information about the appeals process. The State Personnel Board Rules
and Personnel Director’s Administrative Procedures are available at
www.colorado.gov/spb.

A standard appeal form is available at: www.colorado.gov/spb. If you
appeal, your appeal must be submitted in writing on the official
appeal form, signed by you or your representative, and received at the
following address within 10 days of your receipt of notice or
knowledge of the action: Colorado State Personnel Board/State
Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th
Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The
ten-day deadline and these appeal procedures also apply to all charges
of discrimination.