IT Specialist

United States·San JoseFull Timemid

Customer SupportIt Support Specialist

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Quick Summary

Overview

Position OverviewThe Student Union, Inc. is 501(c)(3) nonprofit auxiliary that maintains three major facilities at San José State University in downtown San José, California.

Technical Tools

Customer SupportIt Support Specialist

Position Overview
The Student Union, Inc. is 501(c)(3) nonprofit auxiliary that maintains three major facilities at San José State University in downtown San José, California. These facilities include the Diaz Compean Student Union Building, the Provident Credit Union Event Center, and the Spartan Recreation and Aquatic Center. The Student Union, Inc. functions as part of the Student Affairs Division on campus, and is governed by a Board of Directors made up of a student majority, faculty, and administrators.

Mission
The Student Union, Inc. of San Jose State University supports the development, growth, and well-being of students and the campus community by providing diverse programs, desired services, and quality facilities to enhance the collegiate experience.

Job Summary

Under general direction of the Assistant Director, Information Technology, this role combines the helpdesk escalation, desktop support, server and infrastructure administration, application and website support, and may have support student employees. The major duties include independently maintaining departmental servers, providing Windows, Macintosh, and tablet helpdesk support, analyzing users' desktop computing requirements and responding to staff requests.

Essential Functions and Tasks

IT Operations & Systems Administration

Oversees the day-to-day operation, maintenance, and administration of technology resources, including hardware, software, peripherals, mobile devices, and business applications.
Installs, configures, maintains, upgrades, and troubleshoots complex hardware and software systems in accordance with established specifications and operational requirements.
Monitors, audits, and maintains technology systems to ensure availability, reliability, performance, and security.
Determines whether system malfunctions originate from hardware, software, configuration, network, or other technical issues and implements or coordinates appropriate resolutions.
Supports the installation and administration of network, database, application, and other technical products and services.
Coordinates vendor service, repair, replacement, and maintenance activities for defective or unsupported hardware and software.
Provides after-hours and periodic weekend support as required to maintain critical technology operations.

Technical Support & Problem Resolution

Provides technical support to staff for moderately to highly complex hardware, software, mobile computing, and peripheral issues.
Investigates, diagnoses, and resolves technical problems that exceed the scope of frontline technical support.
Applies knowledge of operating systems, computer hardware, software applications, layered products, and technical procedures to identify and resolve user and system issues.
Collaborates with IT leadership, technical staff, programmers, vendors, and other stakeholders to research and resolve complex problems.
Escalates issues appropriately and ensures problems are addressed in a timely and effective manner.
Explains technical issues to users and provides practical solutions, guidance, and support.

Business Systems & Application Support

Provides application maintenance and technical support for business systems, including websites, scheduling systems, document management systems, and other specialized applications.
Analyzes business and user needs and translates requirements into functional and technical system specifications.
Applies advanced business systems concepts to define complex system scope, objectives, and requirements based on organizational needs and industry standards.
Collaborates with programmers and application developers to identify software defects, explain errors, recommend modifications, and support system enhancements.
Participates in the review, analysis, testing, implementation, modification, documentation, and administration of technical products and business applications.
Coordinates and supports the implementation of new or enhanced hardware, software, and business systems.

Systems Implementation, Testing & Change Management

Plans and executes unit, integration, and user acceptance testing for system implementations, upgrades, enhancements, and modifications.
Coordinates technology projects involving the implementation, conversion, upgrade, or enhancement of computer hardware and software.
Evaluates current and emerging technology needs and recommends hardware, software, infrastructure, and system improvements.
Communicates system changes, installations, fixes, enhancements, and maintenance activities to affected stakeholders.
Maintains current system documentation, procedures, technical specifications, and training materials.

Compliance, Security & Risk Management

Ensures technology systems, processes, and procedures comply with applicable regulatory, legal, organizational, and industry requirements, including SOX, FERPA, HIPAA, and PCI as applicable.
Performs system monitoring and audits to identify compliance, security, operational, and performance issues.
Maintains appropriate documentation and controls to support regulatory compliance and organizational technology governance.
Applies established security, privacy, and data protection practices when administering systems and supporting users.

Leadership, Project Coordination & Collaboration

Provides day-to-day direction and supervision of IT staff and coordinates the assignment of technical work and projects.
Leads cross-functional teams in analyzing and resolving complex business, application, and technology issues.
Coordinates projects involving technology conversions, implementations, upgrades, and enhancements.
Works collaboratively with business users, IT leadership, technical teams, programmers, vendors, and other stakeholders to achieve operational and project objectives.
Develops and communicates technology-related projects, priorities, goals, and recommendations.
Makes recommendations regarding technology improvements, upgrades, and resource requirements based on workload, business needs, and system requirements.

Documentation, Knowledge Management & Professional Development

Maintains accurate and current system documentation, procedures, technical specifications, and training manuals.
Documents requirements, configurations, testing results, system changes, resolutions, and operational procedures.
Maintains current knowledge of technology innovations, industry trends, operating systems, hardware, software, tools, and emerging technologies.
Continuously develops technical skills and adapts to new technologies, platforms, programming languages, and support tools.
Performs other related duties and responsibilities as assigned.