Job Posting Location:
Claremont, CA
Job Posting Title:
CGU-Technology Support & Engagement Specialist
Job Description:
PRIMARY PURPOSE/GENERAL DESCRIPTION :
The Technology Support & Engagement Specialist is a client-facing member of CGU's Office of Information Technology, responsible for providing responsive onsite technical support while proactively engaging faculty, staff, and students to improve their use of technology. The position combines hands-on troubleshooting with relationship building, technology guidance, user training, and promotion of self-service resources. The successful candidate will be curious, resourceful, innovative, and committed to helping the campus community make effective use of existing and emerging technologies.
DESCRIPTION OF DUTIES AND RESPONSIBILITIES :
ESSENTIAL FUNCTIONS :
1. Builds and maintains positive relationships with faculty, staff, students, and campus departments, proactively engaging users to understand their technology needs, challenges, and opportunities for improvement.
2. Provides timely, professional technical assistance for computers, software, applications, mobile devices, printers, peripherals, and connectivity issues, documenting and managing requests through the OIT service management system.
3. Serves as a trusted technology resource, advising users on effective use of CGU-supported systems, identifying practical solutions, and coordinating with other OIT specialists when needed.
4. Promotes technology adoption and user independence through individual and group training, onboarding, knowledge articles, tutorials, self-service resources, and ongoing user engagement.
5. Identifies recurring issues, inefficient processes, and opportunities to improve the user experience through innovative approaches, automation, AI-enabled capabilities, and better utilization of existing technology investments.
6. Assists with computer configuration, deployment, maintenance, software upgrades, endpoint management, and asset lifecycle activities, ensuring adherence to institutional technology and security standards.
7. Collaborates with OIT colleagues and student employees to support classrooms, computer labs, instructional technologies, and shared computing resources, providing support for audiovisual and infrastructure services as needed.
8. Provides assistance and user guidance for Microsoft 365, Windows, macOS, Canvas, PeopleSoft, email, collaboration platforms, and other CGU-supported applications.
9. Actively seeks user feedback, monitors support trends, recommends service improvements, and works collaboratively across OIT and campus departments to simplify processes, improve satisfaction, and reduce avoidable support requests.
10. Takes leadership role on projects and tasks specifically assigned by OIT and university leadership, including: project scoping, needs analysis, timeline and resource estimation and management, initiation and progression, and regular communication of progress, as well as post-conclusion stakeholder reaction collection and reporting
11. Maintains service documentation, contributes to OIT projects and departmental initiatives, and performs other related duties as assigned.
REQUIRED KNOWLEDGE, SKILLS, and ABILITIES : Individual must possess knowledge, skills and ability to be able to successfully perform the essential functions of the position, or be able to explain or demonstrate how the essential functions will be performed, with or without reasonable accommodation, using some other combination of skills and abilities.
1. Excellent interpersonal and communication skills, with a demonstrated ability to build trusted relationships and engage effectively with users of varying technical abilities.
2. Strong technical troubleshooting and problem-solving skills across Windows, macOS, desktop applications, networking, and peripheral technologies.
3. A proactive, resourceful, and innovative mindset, with demonstrated initiative in…