Job Details

California State University, Fresno
  • Position Number: 1770632
  • Location: Fresno, California
  • Position Type: Facilities Management
Job Title: Field Operations Technician (Equipment/Systems Specialist 12 Mo, Foundation or Career)
Job ID: 13875
Full/ Part Time: Full-Time
Job Code: 0440
Department: Classroom Tch Ops Ntwrk

To view full job description including minimum qualifications and to apply online: http://jobs.csufresno.edu/

Salary:
Note: Incumbent may be classified as either Foundation or Career level depending on qualifications and experience.

Equipment/Systems Specialist - Foundation Level:
Salary Range: $2,878 - $5,208 per month (Anticipated Hiring Range: $3,500 - $4,500 per month)
Note: This is a full-time, probationary, non-exempt position

Equipment/Systems Specialist - Career Level:
Salary Range: $3,388 - $6,744 per month (Anticipated Hiring Range: $4,500 - $5,500 per month)
Note: This is a full-time, probationary, non-exempt position

Organizational Description:
Technology Services provides administrative information services, core services, and desktop support to the Fresno State community. Our department consists of a well-trained team of individuals dedicated to providing effective technology, quality services and support that are integrated into the daily activities of the entire campus.

Overview:
Under the general direction of an appropriate administrator or the leadership of a senior-level Information Technology (IT) Professional (Expert level), the Field Operations Technician is primarily responsible for physical infrastructure and technical field support, including the installation, maintenance, modification and repair of campus structured cabling, telephony systems and adjunct equipment. Installation and minor maintenance of wired and wireless networking components and uninterruptible power supplies is also considered a primary area of responsibility.

The technician serving in this capacity acts as one of the primary infrastructure field support resources for the campus community as well as outside vendors. Additionally, the technician is expected to work relatively independently and possess the experience and aptitude to perform most or all of the work assignments defined for their position.

Position Summary:
All members of the TS staff must perform their work in accordance with the principles below. Specific service levels and procedures associated with these responsibilities will be defined by the employee's manager and may vary depending on the duties, tasks and projects assigned.

  • Maintain positive working relationships and appropriate interpersonal interactions with colleagues and members of the university community. For example:
    o Show courtesy and respect towards others
    o Communicate in an effective and timely manner and take steps to ensure proper understanding
    o Collaborate willingly with others to help advance the goals of the department and university
  • Interact with customers, and those supporting services to customers, in a manner that ensures we deliver the best possible service. For example:
    o Respond quickly and affirmatively to ensure that customers and support staff are aware their issues are being addressed and know when they have been resolved
    o Complete work of a quality that helps ensure ongoing customer satisfaction with the capability, performance and timeliness of services provided
    o Provide timely communication to customers and support staff so they are kept up to date on progress of their incidents, service requests and problems
    o Communicate appropriately to internal and vendor support teams regarding operational matters
  • Work towards the stated goals and outcomes of the department and university and take an active role in maintaining your understanding of these goals and outcomes.
  • Comply with university and departmental policies and take an active role in maintaining your understanding of these policies.
  • Comply with university and departmental procedures and practices as defined by employee's manager and take an active role in maintaining your understanding of these procedures and practices.
  • Maintain regular attendance and respect your colleagues' time by arriving promptly for work, shared tasks and meetings.
  • Maintain appropriate security and confidentiality according to University policies and industry best practices.

    General Expectations:
    At the Equipment/Systems Specialist - Foundation Level, the entry-level Field Operations Technician professional will work on assignments that are generally routine in nature, under direct lead direction, and with general autonomy. The entry-level professional should grow proficient with routine assignments, should be able to grow into more responsibilities and handle more complex assignments and projects with increasing general lead direction, and should grow to handle work assignments and projects with increasing autonomy.

    At the Equipment/Systems Specialist - Career Level, the experienced Field Operations Technician professional knows how to apply theory, knows how to put theory into practice with in-depth understanding of the low-voltage structured cabling and infrastructure field and will demonstrate proficiency in many aspects of the field. The experienced professional will independently perform the full range of responsibilities within the low-voltage structured cabling and infrastructure field where analysis requires evaluation and professional judgment in selecting methods and techniques for obtaining solutions and resolving non-routine problems, oftentimes requiring significant decision-making. Work and actions may affect organizational objectives and campus goals. This professional will work under general lead oversight or general supervision, will receive minimal oversight on day-to-day work, and will receive general direction on new assignments. Occasionally evenings and weekends are expected. Some travel is expected.

    Major Duties of the Position Include:
    At the Equipment/Systems Specialist - Foundation level

  • Respond to and complete service requests generated by the campus community, maintaining appropriate service levels in accordance with departmental practices.
  • Ensure all completed work is documented accurately and in the proper manner.
  • Effectively manage personal work queues to maintain acceptable levels of productivity as outlined by department manager or team lead.
  • Install, relocate and/or remove structured, low-voltage cabling for on campus and off campus locations as needed.
  • Work with Network Engineers to provide network connectivity in accordance with the campus Network Connection Policy, to include activating or deactivating a data port or facilitating VLAN changes.
  • Perform routine installation, relocation or removal of data networking components, including Wi-Fi equipment, as part of projects, service requests or incidents.
  • Work with outside vendors or contractors providing infrastructure support and guidance for various campus-related projects.
  • Work with campus personnel to provide accurate and timely cost proposals for work to be completed.

    At the Equipment/Systems Specialist - Career level

  • Operationally support and maintain the campus Avaya VoIP telephone system and other voice communications equipment to include the following types of tasks:
    o Perform routine add, move and change tasks for telephones
    o Build and configure voicemail boxes for extensions
    o Assist with any ACD or call routing configurations needed
    o Respond to alarms and errors
  • Work with vendors and service providers to resolve service-affecting incidents.

    Secondary Duties of the Position Include:
    At the Equipment/Systems Specialist - Foundation level

  • Document completed work for purposes of billing or recordkeeping.
  • Update and maintain cable infrastructure records, inventory tracking and control, as well as all related data.
  • Provide backup technical support for other TS employees.
  • Provide other duties as assigned.

    At the Equipment/Systems Specialist - Career level

  • Update and maintain cable infrastructure records, inventory tracking and control as well as all related data. May include CAD drawings.
  • Conduct preliminary job reviews and develop cost estimates.
  • Perform other duties as assigned.

    Knowledge, Skills & Abilities:
    Knowledge and Skills:
    At the Equipment/Systems Specialist - Foundation level

  • Knowledge of and/or skill with:
    o Infrastructure testing equipment such as network multi-meters
    o Cable and wiring standards as defined by the institution and industry
    o ANSI/TIA/EIA cabling standards
    o Materials, methods and techniques used in the completion of equipment service assignments. Adept at using required tools, including computer systems, to accomplish tasks
    o Applicable industry and safety codes and/or standards that apply to work environment and equipment

    At the Equipment/Systems Specialist - Career level

  • Knowledge of and/or skill with:
    o Infrastructure testing equipment such as network multi-meters and OTDR
    o Digital and analog theories (or related technical areas) and skill to apply these in resolving equipment repair and system performance problems
    o Machine tooling capability and/or ability to work at the component level to use operating system features and network protocols
    o Equipment operation thresholds and optimal performance levels
    o Specialized vendor training or licenses as required
    o Technical understanding to work with vendors and/or subject experts in system programming to isolate and solve equipment-related problems
    o Cable and wiring standards as defined by the institution and industry standards; configuring systems to meet requirements

    Abilities:
    At the Equipment/Systems Specialist - Foundation level

  • Ability to:
    o Assemble components and parts, and/or cabling or wiring, by reading and interpreting reference manuals and schematics
    o Differentiate between hardware and software problems
    o Use a variety of test equipment and diagnostic software to ensure system operation
    o Read and understand technical manuals and related documentation for equipment/systems that interconnect with or interface with installed equipment base
    o Physically install and configure equipment, connections, wiring and cable as required working from layout, blueprints, or plans
    o Use common package application programs
    o Work effectively with all levels of the University and the general public from diverse ethnic, cultural and socioeconomic backgrounds
    o Appropriately maintain confidentiality of data files, data elements, and personal information
    o Provide technical support on various special projects, which may require some weekend or evening work

    At the Equipment/Systems Specialist - Career level

  • Ability to:
    o Track system performance and ensure system/equipment reliability
    o Utilize specialized software utilities and features in assigned equipment, and install and configure standard software
    o Create system layout and develop operating procedures
    o Prepare network diagrams or system schematics with an understanding of component functionality

    Education and Experience:
    At the Equipment/Systems Specialist - Both levels
  • An associate of arts degree in electronics, telecommunications, or industrial technology, or equivalent education, training, and/or directly related experience.

    At the Equipment/Systems Specialist - Foundation Level
  • At least one year of directly related experience demonstrating the requisite skill set and competence in low-voltage/structured cabling.
  • Equivalent to one year of journey-level or skilled experience in the installation, maintenance and repair of structured low-voltage cabling.

    At the Equipment/Systems Specialist - Career Level
  • At least three years of directly related experience demonstrating the requisite skill set and competence in the specialty field.
  • Equivalent to two years of journey-level or skilled experience in the installation and maintenance of structured low-voltage cabling.

    Preferred Skills:
    At the Equipment/Systems Specialist - Foundation Level
  • Experience with data and telephony equipment and maintenance.
  • Ability to perform with regard to project deadline objectives.

    At the Equipment/Systems Specialist - Career Level
  • Experience with network and Avaya telephony equipment and maintenance.
  • Experience with the AVST Voice Messaging platform.
  • Experience with both ISDN PRI and SIP service.
  • Experience terminating fiber optic cable.

    At the Equipment/Systems Specialist - both levels
  • Experience with the Fresno State TIDS manual (Standards).





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