University Enterprises, Inc. (UEI) at Sacramento State is seeking an Information Technology (IT) Support Analyst for the Union WELL, Inc. Union WELL Inc. is an auxiliary of Sacramento State and is a California 501(c)3 not-for-profit corporation. The corporation consists of the facility operations and programs of two buildings: The University Union and The WELL (Recreation & Wellness Center). The University Union facility, totaling approximately 220,000 square feet, currently houses campus food service operations, retail operations, multiple meeting and conference spaces, Associated Students, Inc. (ASI), Student Organizations and Leadership offices, Women’s Resource Center, PRIDE Center, KSSU Student Radio, Information Desk, Games Room, Union Gallery, Relaxation Lounge, Student Computer Lounge, Meditation Room, computer and printer workstations throughout the building, a University Police Service Center, two Mothers’ Lounges, the ASI Food Pantry, and various open lounge spaces and food service seating. The WELL (currently undergoing a major renovation and expansion) houses five fitness studios, a cardio suite, an expansive fitness, and free weight area, a multi-activity court, four basketball courts, a rock climbing wall, four racquetball courts, an indoor running track, all-gender restrooms/ showers/changing rooms, and conference center. The WELL is also home to Student Health and Counseling Services. The facilities provide services to over 31,000 Sacramento State students, as well as faculty and staff.
UEI offers an excellent benefits package that includes:
Participation in CalPERS Retirement Program
Paid Vacation Time – starting at 10 hours accrued/month
Paid Sick Time – 8 hours accrued/month
Paid Holidays – 13 paid holidays per year including paid time off the week between Christmas Day and New Year’s Day as the CSUS campus is closed
Excellent medical benefits – 100% employer-paid medical & dental for employee-only coverage and low cost for family coverage
Educational Assistance Program for employees and/or dependents
Free membership to The WELL
Apply by October 14, 2022
Pay Rate: $5,200 - $7,401 per month
Sacramento State requires all campus employees, including auxiliary employees, to be fully vaccinated, including a booster, against COVID-19 unless they have a qualifying exemption.
Position Overview:
The Information Technology (IT) Services Support Analyst provides significant, daily support to the Manager, Information Technology Services, in the maintenance, management, analysis, and implementation of IT systems for the Union WELL Inc. The position reports to, and receives general direction from, the Manager, Information Technology Services. This position provides work direction to part-time IT student assistants.
Duties & Responsibilities:
Provides analysis and support to the daily operations of hardware and software systems related to Information Technology in the University Union and The WELL, including workstations, servers, digital signage, IP security cameras, mobile devices both in person and remotely.
Works with the IT Systems Analyst on various system technical problems related to projects, end-user support, etc.
Manages, configures, and programs front-end help desk ticket customer support system for the department including access permissions, programming workflows, generating reports, and establishing knowledgebase articles.
Oversees ticket assignments to desktop support team. Provides first through third tier end-user issues received via IT helpdesk, both in-person and remotely. Analyzes end user reported problems, directs student staff, corrects problems, and works with users if necessary to troubleshoot and resolve issues.
Maintains awareness of current and new innovative technologies, best practices, and products that may benefit Union WELL Inc.; analyzes, researches, and determines new equipment and software needs; researches and recommends systems, equipment, and software modifications; evaluates, purchases hardware, software, and supplies as authorized; and installs new equipment and systems.
Assists with the procurement process as it relates to new or changing IT-related systems and solutions for stakeholders of the organization. This includes collection of HECVAT, VPATs, and other required compliance documents for review internally and by the IRT ICT process.
Oversees, maintains, and programs the end-user workstation imaging process working with IRT and internal staff to determine operating system and software baselines.
Responsible for creating, updating, and supporting technical documentation for internal and externally accessible IT knowledge base articles and procedure/process guides.
Manages, configures, maintains, and provides technical support for external devices in the University Union and The WELL including all facility surveillance system infrastructure; IP-connected wall clocks, temperature sensors, and door counter sensors; physical facility digital signage hardware including screens, content players, and back-end distribution infrastructure;
Manages programs, configures, and maintains the mobile device management (MDM) system, supporting various mobile devices, iPads, and other iOS-related hardware.
Primary lead for provisioning and de-provisioning of users in various IT systems and Active Directory as requested via service tickets. Manages quarterly user provisioning report to staff to verify current provisioned staff to various IT systems, assisting in meeting security and audit requirements.
Maintains computer hardware equipment inventory and participates in annual inventory audits for the IT department. Oversees IT e-waste process including documentation, inventory deletions, and campus/vendor coordination.
Coordinates and manages the annual hardware refresh for workstations, mobile devices, and other network-connected devices. This includes developing equipment specifications, managing the procurement process, and provisioning/configuring the equipment for use.
Participates in various IT-related meetings with internal and external staff (Information Resources and Technology (IRT), Information Security Office (ISO), Student Affairs, etc.) regarding ongoing projects. Represents Union WELL Inc. on committees, as assigned.
Partners with various departments and tenants within the Union and WELL to implement and provide IT-related solutions.
Oversees, monitors, and provides mentorship to the IT part-time student staff on projects and assignments.
Provides group and one-on-one educational training to staff and students on various software packages and systems as needed.
Responds to after-hours requests to resolve problems or issues with mission-critical systems as required. Other job-related duties as assigned.
Minimum Qualifications:
Bachelor’s Degree in Management Information Systems, Computer Science, or related field or equivalent combination of education and/or professional work experience.
Demonstrated experience installing, configuring, administering, and maintaining various operating systems, including: Microsoft Windows 10, Windows 11, Windows Server 2019 and newer, Apple Mac OS X, iOS.
Experience working with Microsoft Active Directory User, Groups, and Group Policy.
Experience working with a workstation deployment solution for end-user and lab workstations.
Experience working with a customer service ticketing support system including programming workflows and creating reports.
Demonstrated experience working with an enterprise web content management system. Basic experience with web server software: Internet Information Service (IIS) or Apache.
Demonstrated ability to perform a variety of installation, maintenance, troubleshooting, and administration of a computer network system; train users and provide user support in the utilization of software and hardware; and research and resolve problems with hardware and software operations and breakdowns.
Demonstrated experience with PC hardware and software; information processing systems; computer operations; end-user training techniques; and a wide range of software applications including but not limited to: Microsoft Office Suite, Remote Access Applications (FTP, SSH, RDP, VPN), IT Tools & Utilities (Remote Assistance, Patch Management, Virus Protection/Security), and Intranet/collaboration applications.
Knowledge of TCP/IP and common protocols: SMTP, POP, DNS, HTTP, HTTPS, FTP, and SSH.
Excellent oral and written communication skills. Demonstrated ability to work well with people of diverse technical skill levels and to assist others through periods of technological transition.
Must pass a background check, which may include fingerprinting. Must continue to meet the established standards.
Preferred Qualifications:
Experience working with intranet/team collaboration software.
Experience working with Microsoft SCCM for workstation deployment.
Experience working with a mobile device management (MDM) system such as JAMF.
Experience working with IP security cameras, network video recording systems, and other network-connected devices.
IT experience on a college or university campus.
Experience working with digital signage systems including software, hardware, and distribution infrastructure.
Experience with general procurement process practices including issuing RFP, obtaining quotes, requesting purchase orders, and submitting invoices.
