Working Title : I.T. Call Center Specialist Internal Only

This is an 'On-Campus Only' Recruitment. Qualified applicants must be current employees of CSUDH.

Department Name : I.T. Call Center

Division : Information Technology

Classification Title :

Classification Salary Range : $4,912 - $12,124 per month

The max budgeted for this position is $5,700 per month.

The final salary is dependent upon qualifications and experience.

About the Department / Position :

Under the general supervision of the Director of Instructional Design & Technology Services. The I.T. Call Center Specialist will be responsible for overseeing the IT Call Center team as they attend to customers, log tickets for technical issues, and suggest possible troubleshooting.

The ideal candidate must have prior call center experience, technical knowledge, and proven experience as a help desk technician and a good understanding of computer systems, mobile devices, and other tech products.

The incumbent will work with the instructional design and technology services director to oversee, hire, train, and provide work direction, and problem-solving assistance for student workers.

• Also oversees the daily operations of the Call Center. The incumbent maintains and improves call center operations by monitoring the system and student assistants' performance;
• identifying and resolving problems; and preparing and completing action plans. Maintains professional and technical knowledge by tracking emerging trends in call center operations management;
• attending technology workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices;

and participating in professional societies. The incumbent will work in a team environment.

Special Working Conditions :

This position may require the incumbent to be on-call 24 / 7 to assist with systems maintenance and / or resolving emergency or urgent issues.

The incumbent is required to maintain contact with their campus outside of their normal working hours on a regular basis per the applicable Collective Bargaining Agreement requirements.

Remote contact shall include telephone, cell phone, wireless data access device, remote monitoring of any hardware or software device, and / or electronic mail notification regarding the status of a campus system.

Overview of Duties and Responsibilities :

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Diagnose and resolve technical issues, escalating more complex problems to higher-level support when necessary.
• Provide accurate information on IT products or services and solutions and advice on technical issues.
• Document and track support tickets, ensuring accurate and timely resolution of IT problems.
• Recruit student assistants, and train, and prepare call center representatives to respond to customer questions and complaints.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Provide in-person technology support to faculty, staff, and students.

Minimum Qualifications :

Bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study, and three (3) to five (5) years of related IT help desk experience.

Knowledge, Skills, and Abilities :

• 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.
• Excellent communication and customer service skills.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Call center, customer service, or lead experience.
• Strong understanding of CSU and IT policies, and services.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Preferred Qualifications :

• Master’s degree in Management or Business.or computer related field
• Experience as a call center and helpdesk consultant.
• Experience working in a higher education environment is preferred

To view the full position description, click Position Description above.

General Information :

• Satisfactory completion of a background check (including a criminal records check) is required for employment. Failure to satisfactorily complete the background check may affect the application status of applicants or the continued employment of current CSU employees who apply for the position.
• In accordance with the California State University (CSU) Out-of-State Employment Policy, the CSU is a state entity whose business operations reside within the State of California and prohibits hiring employees to perform CSU-related work outside of California
• The CSU system offers a competitive total compensation benefits package for employees and qualifying dependents, including medical, dental, vision, retirement, and tuition assistance.

Last updated : 2024-05-29