Type of Appointment: Full-Time, Probationary
Job Classification: Information Technology Consultant II
Anticipated Hiring Range: $5,417 - $5,833 per month ($65,004 -$69,996 annually)
Work Hours: Monday - Friday, 8am - 5pm, unless otherwise notified
Recruitment Closing Date: July 7, 2025
THE DEPARTMENT:
The Division of Information Technology and Institutional Planning provides innovative, strategic, and cost-appropriate technology services in collaboration with the campus community to advance the mission of the University. Technology services are recognized as an essential resource in furthering the University's mission. IT will provide technology solutions, expert consultation, and leadership, resulting in numerous enhancements to the advancement of learning and knowledge and the effectiveness of campus support services and business processes for the entire University. The Client Services unit provides a client-facing, service-oriented environment in the delivery, support, and management of campus IT computing services, end-point devices, and technology-enhanced learning spaces. The department provides client technology services and support for University students, faculty, and staff. The unit consists of teams of information technology professionals providing a wide variety of technology support services to the campus academic and administrative divisions. Key functions include: Provides client-based technical assistance with hardware, software, and access to centralized information technology services; Provides specialized end-user support for desktop, laptop, and other IT equipment in academic and administrative units; Provides escalated technical support for the IT Service Desk and University students, faculty and staff members; Provides on-campus and off-campus technical support for staff, faculty, and students through appropriate communication technologies including email, remote desktop, phone, chat, and ticket management solutions; Develops University standards for client computing devices and facilitates the campus-wide computer purchase and deployment program; Manages and maintains IT client hardware and software lifecycles; Manages the deployment and support of University student physical and virtual computer labs; Provides audio/visual design and support services for the University's technology-enhanced classrooms, learning spaces and conference rooms.
DUTIES AND RESPONSIBILITIES:
User Support
- Provides consultative technical support in-person, by phone, by email, by chat, by ticket management and/or through remote desktop tools to end-users and end-point devices to ensure problem resolution, system/data access, and optimal system performance.
- Answers technical questions and regularly communicates with various students, faculty, staff, administrators, visitors, and outside vendors; uses sound judgment and decision making in order to find solutions and implement appropriate and timely solutions.
- Develop technical training and user documentation to assist staff and faculty in the effective use of desktop hardware, software, and peripherals.
- Conduct formal training programs, equipment orientations, and demonstrations as needed.
- Document operational procedures and guidelines for various information services.
- Collaborates with primary user support departments to gather functional requirements for IT projects and assists with the planning, coordination, and communication between various stakeholders.
- Inform and coordinate with users/departments of upcoming critical hardware, software, and network changes in order to ensure minimal impact to business operations.
- Effectively utilize the campus IT service support ticketing system, promptly responding to user incidents, requests and assigned tasks.
- Evaluates and proposes recommendations for change/improvement in support operations; makes ongoing improvements in administrative or technical operating procedures, and updates staff and faculty about changes accordingly.
- Provides support in facilitating user access to intranet accounts, group accounts, software, and facility access and ensures appropriate approvals are properly received and recorded.
- Attends and participates in departmental and campus events/activities; shares information, seeks assistance, tracks issues and gathers updates on current issues related to all aspects of the campus computing environment.
Client Device Support
- Performs imaging, configuration, testing, deployment, and routine maintenance and updates of technical equipment including, but not limited to: desktops, laptops, tablets, mobile devices, printers, scanners, and various peripherals.
- Provides hardware and software deployment and support for campus computing equipment and services including, but not limited to: devices assigned to students, staff, and faculty members, physical computer stations (kiosks, classrooms, labs) and virtual desktop environments.
- Provides technical, analytical and logistical support job duties associated with installing, troubleshooting, moving and maintaining various types of IT equipment (PCs and Macs, tablets, laptops, printers, and smart devices), operating systems (Windows and Mac OS), presentation equipment (projectors, screens, DVDNCRs, document cameras, smart-boards) and common business applications (Microsoft Office, Adobe Acrobat); troubleshoot and repair malfunctioning technical devices and software.
- Assists in developing and updating campus technology hardware/software standards.
- Delivers, carries, and/or transports workstations, printers, monitors, projectors, lecterns, and other IT equipment weighing up to 50 pounds as needed.
- Assists in maintaining records and inventory of IT equipment, software, and software licenses.
- Collaborates and troubleshoots with other members of the IT division in solving multi-departmental user equipment issues. Escalates and communicates technical issues to the appropriate technical support staff member for resolution.
Common Operational Responsibilities
- Assists with the daily operations of the department's service tickets.
- Provides assistance as directed to assist in completing projects, meeting deadlines and supporting the department's overall technical support activities.
- Notifies the manager of any interruption in service or changes to normal operating procedures.
- Communicates with other managers, faculty, and staff in regard to problems associated with IT service, data, or security. Maintains records and inventory of IT equipment and software.
- Ensures that IT service requests are submitted and managed through the IT ticket tracking system.
- Uses the IT ticketing system to respond to requests and closes tickets promptly.
- Evaluates and proposes recommendations for change/improvement in support operations; makes ongoing improvements in administrative or technical operating procedures, and updates staff and faculty about changes accordingly.
- Remains up-to-date with new technologies and tools relevant to supported user groups and responsibilities.
- Provides work guidance, training, direction and scheduling oversight for IT student assistant workers.
- Maintains communication with team members in addressing and responding to all user requests.
- Ensures contact availability extends to various campus locations (working remotely and on-campus).
- Assist departments with disaster recovery and IT business continuity needs, including planning, development, and execution (as needed).
- Participates in IT division and campus-wide initiatives, project coordination and meetings.
- Maintains compliance with all software licensing, campus policy, and IT security regulations.
- Participates in department training opportunities and professional development activities designed to enhance work effectiveness. Provides technical training and documentation on behalf of IT.
- Serves as an IT escalation point for student assistants. Serves on committees, attends and participates in departmental and campus meetings/events/activities.
- Uses sound judgment and decision-making in order to find solutions and implement appropriate and timely resolutions.
- Utilizes advanced communication and listening skills through effective interpersonal interactions, and written correspondence with Department, Division, University staff, and external contacts in person, by telephone and via mail/email.
- Consistent with job classification, assumes and carries out assigned tasks and responsibilities at the discretion of the department HE ERA manager.
QUALIFICATIONS:
- Combination - 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. and
- Driver License, Valid and in State
- The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills. and
- 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.
- Expertise in providing technical support, troubleshooting, and deployment for client devices, computers, applications, account/access management, and local area networks.
- Effective communication skills both orally and in writing; demonstrated ability to communicate and assist users at all levels of technical knowledge and understanding.
- Experience in standard IT client hardware (PCs, Mac, tablets, smartphones) and network protocols (e.g. TCP/IP).
- Willingness to work with an ethnically diverse and culturally pluralistic student body, faculty and staff.
- Excellent customer service skills and values.
- Ability to use technical judgment and expertise to determine appropriate solutions to meet users' needs.
- Ability to organize time so that tasks are completed in a timely manner.
- Ability to educate and deploy staff, learn quickly, interpret and present information clearly and accurately.
- Ability to move effectively around campus and visit user locations to provide support and resolution for complex problems.
- Knowledge of and ability to apply campus accessibility standards to all forms, documents, websites, and purchase recommendations.
PREFERRED QUALIFICATIONS:
- Effective communication skills and demonstrated ability to communicate with technical and non-technical users.
- Experience in a university IT support environment.
- Experience with computing device management methodologies, tools, and best practices including SCCM, InTune and JAMF.
- Experience with audio/visual, classroom, and conference room technologies, wireless presentation solutions (Mersive Solstice), and remote meeting services (Zoom, Teams).
Out of State Work
The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU’s mission is to prepare educated, responsible individuals to contribute to California’s schools, economy, culture, and future. As an agency of the State of California, the CSU’s business operations almost exclusively reside within California. The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. For more information, go to the CSU Out-of-State Employment Policy.
Background Check
Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check). The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate’s conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for. For more information, go to the CSU Background Check Policy.
CSU Classification Salary Range
This position is part of the California State University Employees Union (CSUEU) bargaining unit 9. The CSU Classification Standards for this position are located on the CSU Classification Standards website. The CSU Salary Schedule is located on the CSU Salary Schedule website. The classification salary range for this position according to the respective skill level is: minimum $5,158 and maximum $12,730 per month. Please refer to the anticipated hiring range for the appropriate salary rate for this particular position.
Employment Eligibility Verification
Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. For more information, go to the Acceptable I-9 website.
University Driving Requirements
Positions that require driving for university business by using a personal or state vehicle must comply with the Authorized University Driver Policy. Driving records are monitored and evaluated by the Risk Management Department. The Risk Management Department evaluates a good driving report based on the following criteria. The driver must: 1. Have a valid California or other State Driver’s license. 2. Have no more than 3 motor vehicle violations or been the cause of 3 accidents in a 12-month period (or any combination of 3 thereof) 3. Not have more than 3 DMV Points, if their license is Class C or, 4. Not have more than 5 DMV Points, if their license is Class A, B, or C with endorsements. For more information, go to the Authorized University Driver Policy.
Child Abuse/Neglect Reporting Act (CANRA)
The person holding this position is 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. See policy at the Child Abuse/Neglect Reporting policy.
Security & Fire Safety
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona’s Annual Security Report and Annual Fire Safety Report are available for viewing at: https://www.cpp.edu/pdfs/annual_security_report.pdf and https://www.cpp.edu/housing/documents/fire_safety_report.pdf.
Pay Transparency Nondiscrimination
As a federal contractor, Cal Poly Pomona 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. For more information, see the Pay Transparency Nondiscrimination Provision poster.
Reasonable Accommodation
We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ADACoordinator@cpp.edu. For more information, go to Employment Notices.
Equal Employment Opportunity
Consistent with California law and federal civil rights laws, Cal Poly Pomona provides equal opportunity in employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. Cal Poly Pomona complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.
Other Notices
For other important employment notices, we invite you to visit Cal Poly Pomona’s Employment Notices web page.
