IT 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.

Qualifications

Minimum Qualifications

• A bachelor’s degree in related area; and/or equivalent experience/training
• Minimum 3 years’ experience in IT support, systems administration, or related technical roles
• Experience with administration of Servers.
• Experience with Active Directory domain administration.
• Experience with Power Shell and Group Policy administration.
• Basic TCP/IP, DNS, DHCPS, VPNs knowledge is a must.
• Experience troubleshooting hardware, software, networking, and connectivity issues.
• Knowledge of Window and macOS operating systems, Active Directory, and other common business applications.
• Knowledge of cybersecurity principles, endpoint protection, access controls, and data privacy.

Preferred Qualifications

• CompTIA A+, Net+, Security+ certifications or equivalent
• Familiarity with cloud platforms such as Microsoft Azure or AWS
• Experience with helpdesk/ticketing systems and IT service management practices
• Experience with device management and deployment tools such Microsoft Intune and similar platforms

Knowledge, Skills, and Abilities (KSAs)

• Facility Management – Maintains quality facilities that meet the needs of students and the campus community. Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures and policies.
• Fiscal Management – Conducts operations in a fiscally sound manner while designing and maintaining efficient and effective budgets
• Leadership – Infuses the Mission and Vision of the Student Union into daily tasks and philosophy. Demonstrates organizational awareness and teaches/mentors direct reports. Establishes and maintains effective work relationships with people from diverse backgrounds; Maintains dignity and self-control in difficult situations; Supervisory responsibilities include planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving issues in a way consistent with corporate policies
• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. Identifies and resolves problems in a timely manner; Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; completes administrative tasks correctly and on time.
• Communication Proficiency – Acts and behaves in a manner that reflects respect, courtesy and civility, appreciation, empathy, trust, inclusion and consultation. Must have good oral and written communication skills. Establishes and maintains effective work relationships; offers assistance and support to co-workers. Understands lines of reporting, responsibility, and accountability. Requires good interpersonal skills.
• Diversity, Inclusion and Interaction – Values and respects diversity and individual uniqueness and recognizes the strength these factors bring to the Student Union and SJSU community and learning environment.
• Problem Solving/Analysis- Demonstrates accuracy and thoroughness; displays commitment to excellence; looks for ways to improve and promote quality; provides and applies feedback to improve performance of team; monitors teams work to ensure quality. Plans work activities to meet Student Union priorities and timelines; Utilizes existing and new resources efficiently; prioritizes multiple demands for commitment of time, energy and resources; adapts to changing priorities, situations and demands;
• Compliance for Law, Policies and Codes, and Issues Related to Safety and Risk-Adheres to compliance laws, policies and codes related to not- for-profit corporations, facility safety and concerns, as well as state and CSU mandates. Implements procedures to identify and correct potentially hazardous or unsafe working conditions. Mitigates risk where appropriate through knowledge of policies and procedures.

Work Requirements Physical Demands and Work Environment

• Hearing and speaking to exchange information in person or on the telephone
• Dexterity of hands, fingers, and wrist to operate a computer keyboard and calculator
• Seeing to read a variety of materials
• Sitting or standing for extended period of time
• Physical agility to lift, carry, push, or pull object

Employment Information & Policies

BENEFITS

This position is employed through Student Union at San Jose State University which offers an excellent benefits package including Medical, Dental & Vision insurance (fully paid on selected packages by the company for the employee and dependents), Life and Supplemental Insurance, Vacation, Sick Leave, paid Holidays, 403(b) retirement program, tuition reimbursement, employee development opportunities and more.

Post-Employment Benefits: The Student Union, Inc. provides lifetime retiree medical and dental coverage to eligible employees and their dependents who retire at the age of 55 and have 5 or more years of employment with the Student Union, Inc.

Equal Opportunity/Affirmative Action The Student Union of San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, pregnancy, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. The Student Union and SJSU have a firm and unambiguous commitment to the active elimination of discrimination, and the affirmative recruitment of a diverse, multi-racial community of students, faculty and staff.

Background Check and Fingerprinting Student Union employees are required to undergo and complete a successful background check that includes verification of employment and education, as well as a check of criminal records for employment. Candidates for positions where the employee will come in regular contact with minors and cash management will be required to be fingerprinted. This policy includes emergency hires and may also be applicable to volunteers depending on the work performed.

In some cases, the background check will include a credit check and/or a Department of Motor Vehicles check, as well as a check of licenses and certificates when applicable. All background checks are conducted through the Student Union third-party vendor, Accurate Background.

California State University (CSU) Learning & Development Within the first month, all employees are required to complete the following compliance online training sessions through CSULearn, the University's employee training platform. Employees will be enrolled in the training soon after their appointment is processed and will be notified via email from CSULearn@sjsu.edu.

• Injury and Illness Prevention Program
• Discrimination and Harassment for Supervisors/Non-Supervisors
• Gender Equity and Title IX Prevention Program (Title IX)
• Data Security and FERPA
• Mandated Reporters of Child Abuse

California Child Abuse and Neglect Reporting Act All Student Union at San Jose State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.