Software Support Technician

Work Schedule: Up to 20 hours per week; shifts based on operational need of the organization; evening and weekend hours may be required. The position will work on campus. 

OVERVIEW

Associated Students, Inc. employs student-focused professionals with equity-mindsets. Established in 1963, ASI is a non-profit corporation guided by a student board and managed by full-time professional staff.  ASI is considered a part of the Cal Poly Pomona Division of Student Affairs with a dashed reporting line to Administrative Affairs. ASI serves the entire campus population, including over 27,000 students, by providing opportunities for student engagement, student employment, and a multitude of programs and services such as recreation and wellness, student union and activities, student government, and childcare. ASI operational support areas include human resources, financial services, information technology, facilities management, and marketing.  ASI is engaged in the work of being a learning organization. Currently, the guiding ideas of the organization are “under construction” as the team re-imagines its vision, mission, and core values. ASI is looking for dynamic team members who value team learning, co-creation, and adaptability to best serve the needs of our students.

As an evolving learning organization, ASI is human-centered and strives to live its values of care and growth. The purpose of ASI is to transform lives, and its vision will be co-developed through the teamwork of staff. With a commitment to learning, continuous improvement, and innovation, ASI is looking for a dynamic team member who supports team learning, co-creation, radical candor, psychological safety, growth mindset, and lives out equity, diversity, and inclusion practices. 

POSITION DEFINITION

Under general supervision of the IT Project Manager, the Software Support Technician provides day-to-day support for ASI-owned software used across units. The role handles user setup and removal, roles and permissions, light configuration using approved protocols, knowledge base updates, and low-level troubleshooting. Works directly with departments/units to ensure consistent use of ASI-standard tools, escalating issues to the software vendor/CPP IT as outlined.

ESSENTIAL DUTIES 

•    Set up and remove users; assign roles and permissions following approved templates.

•    Make small, low-risk configuration changes using documented protocols; keep a change log.

•    Provide support for ASI-wide tools; document, resolve, or route issues; meet service level agreement targets.

•    Maintain how-to guides and release notes so staff have current, simple instructions.

•    Prepare and run UAT checklists with end users; capture issues and confirm fixes.

•    Track licenses, dormant accounts, and renewal readiness; send counts to the IT Project Manager.

•    Run periodic access reviews and gather basic evidence for audits.

•    Open and track vendor tickets when problems repeat; summarize outcomes.

•    Assists with the creation of technical and procedural documentation

•    Assists ASI IT department with various projects and assignments as needed

•    Performs other IT projects as assigned

•    Coordinate with the IT Project Coordinator for CPP IT support on complex configs/integrations and advanced vendor tickets.

•    Escalate enterprise items to CPP IT per the MOU (identity/SSO, M365, network).

QUALIFICATIONS

•    Coursework toward a CS, IS, MIS, or related degree; graduate students encouraged.

•    6–12 months of application support or service desk experience (internships count).

•    Clear written and verbal communication; ability to follow protocols and document changes.

•    Must possess exceptional interpersonal and customer service-oriented skills

•    Ability to prioritize tasks, display initiative, and remain flexible in a changing environment

•    Ability to make independent decisions and make appropriate recommendations

•    Ability to articulate instructions to end-users with various levels of computer literacy

•    Ability to gather and analyze facts, define problems, devise solutions, and take appropriate action

•    Ability to maintain professional work conduct

•    Must possess ability to work well within a team and/or independently, when necessary, without close supervision

•    Demonstrated ability to work with a diverse student population and campus community

•    Ability to satisfactorily complete a background check (including a criminal records check)

POSITION SENSITIVITY 

Based on the duties and responsibilities of this position, this position has been designated to be a sensitive position with access to sensitive data.  A background check (including a criminal records check) must be completed satisfactorily before any candidate can begin employment with Associated Students, Inc., Cal Poly Pomona. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current ASI employees who apply for this position. 

BACKGROUND CHECK 

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with Associated Students, Inc., Cal Poly Pomona. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current ASI employees who apply for this position. 

EMPLOYMENT ELIGIBILITY 

Employment with ASI is open to any Cal Poly Pomona student who is eligible to work and has the legal right to work in the United States. In addition, student employees must be currently enrolled in a minimum of 6.0 units (undergraduate) and 4.0 units (graduate), international student employees must be enrolled in a minimum of 12.0 units (undergraduate) and 6.0 units (graduate) at the end of the add-drop period. Student employees are required to have a minimum overall and Cal Poly Pomona GPA of 2.0 and be in good academic standing with the University. Individuals enrolled only in Extended University are not eligible for hire. Exceptions to the unit load requirement are allowed during the summer term and for students who have applied for graduation for the current term. 

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently required to sit, talk, and hear; manual dexterity, eye-hand coordination, and verbal communication; use of office equipment: telephones, calculator, copier and fax. Must be able to walk, stand, bend, and lift up to 45 pounds.  

MANDATED REPORTING REQUIREMENT 

In compliance with the California Child Abuse and Neglect Reporting Act (CANRA) and the CSU Executive Order 1083, each ASI employee is designated as a mandated reporter and is required to sign an Acknowledgment of Mandated Reporter Status and Legal Duty to Report Child Abuse and Neglect.  

SYSTEMWIDE SMOKE AND TOBACCO FREE ENVIRONMENT EO 1108:  

Cal Poly Pomona is a smoke and tobacco-free campus. Please refer to the link below for policy information.  http://www.calstate.edu/EO/EO-1108.html 

COVID-19 VACCINATION

CSU, along with Associated Students Inc., strongly recommends all staff who are physically accessing campus facilities or programs to be fully vaccinated against COVID-19, which includes obtaining a COVID-19 booster dose. See policy at https://calstate.policystat.com/policy/11030468/latest.