Job Posting Location:

Claremont, CA

Job Posting Title:

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 identifying and implementing technology or service improvements.

4.    Ability to translate technical concepts into clear, practical guidance, develop user-friendly documentation, and deliver effective individual or group training.

5.    Working knowledge of Microsoft 365, Teams, Active Directory, Entra ID, Intune, and enterprise collaboration technologies.

6.    Familiarity with higher education technologies, including learning management systems, classroom technologies, and administrative applications.

7.    Interest in emerging technologies, including AI, automation, and digital productivity tools, and their practical application to improving user experience and efficiency.

8.    Ability to work independently and collaboratively, manage competing priorities, exercise sound judgment, and handle sensitive information with discretion.

9.    Understanding of information security, data privacy, endpoint management, and IT service management practices.

10. Strong customer service orientation, adaptability, curiosity, and commitment to continuous learning and improvement. 

QUALIFICATION STANDARDS:

EDUCATION: Bachelor’s degree preferred or any combination of education, Training, or experience that provides the required knowledge, skills, and ability.

EXPERIENCE: Three years of experience in technical support, technology enablement, or related client-facing technology roles preferred. Higher education experience desirable.

LICENSES/CERTIFICATES: A+, Network+ preferred

OTHER PREFERENCES: Experience with Freshservice or similar service management platforms, Canvas, PeopleSoft, Workday, and AI-enabled productivity tools desirable.

HOURS: The regular work schedule for this position is generally Monday through Friday, 8:30 a.m. to 5:00 p.m. Work hours and schedules may vary based on university, departmental, and operational needs. This position is primarily on-site; however, flexible or remote work arrangements may be available with supervisor approval and are subject to operational needs and university practices. Any flexible work arrangement may be modified or discontinued as business needs change.

This position is not eligible for employer-sponsored work authorization. CGU will not provide visa sponsorship for this position, now or in the future.

CLASSIFICATION AND STATUS: This is a non-exempt, benefits base, hourly position

SUPERVISORY RESPONSIBILITY: No supervisory responsibility

REPORTS TO: Client Services Manager

PAY RANGE: $30.77 - $35.90 per hour

The successful candidate will be required to undergo a full background check.  Employment is contingent on the satisfactory results of the aforementioned; in addition to compliance with requirements cited in this job description.

In order to ensure compliance with applicable state and federal laws, all work for this position is required to be performed within the State of California. Remote or hybrid work arrangements do not allow employees to perform work from outside of California, and are limited to a specific, approved location within California for each remote employee.

PHYSICAL REQUIREMENTS:

Physical Activities

Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like.
☐ Never         ☒ Occasionally           ☐ Constantly

Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.
☐ Never         ☒ Occasionally           ☐ Constantly

Remaining in a stationary position, often standing or sitting for prolonged periods.
☐ Never         ☐ Occasionally           ☒ Constantly

Moving about to accomplish tasks or moving from one worksite to another.
☐ Never         ☒ Occasionally           ☐ Constantly

Adjusting or moving objects up to 50 pounds in all directions.
☐ Never         ☒ Occasionally           ☐ Constantly

Communicating with others to exchange information.
☐ Never         ☐ Occasionally           ☒ Constantly

Repeating motions that may include the wrists, hands and/or fingers.
☐ Never         ☐ Occasionally           ☒ Constantly

Operating machinery and/or power tools.
☐ Never         ☒ Occasionally           ☐ Constantly

Operating motor vehicles or heavy equipment.
☐ Never         ☒ Occasionally           ☐ Constantly

Assessing the accuracy, neatness and thoroughness of the work assigned.
☐ Never         ☐ Occasionally           ☒ Constantly

Environmental Conditions

Low temperatures.
☐ Never         ☒ Occasionally           ☐ Constantly

High temperatures.
☐ Never         ☒ Occasionally           ☐ Constantly

Outdoor elements such as precipitation and wind.
☐ Never         ☒ Occasionally           ☐ Constantly

Noisy environments.
☐ Never         ☒ Occasionally           ☐ Constantly

Hazardous conditions.
☒ Never         ☐ Occasionally           ☐ Constantly

Poor ventilation.
☒ Never         ☐ Occasionally           ☐ Constantly

Small and/or enclosed spaces.
☒ Never         ☐ Occasionally           ☐ Constantly

No adverse environmental conditions expected.
☒ Never         ☐ Occasionally           ☐ Constantly

Physical Demands

Sedentary work that primarily involves sitting/standing.
☐ Never         ☐ Occasionally           ☒ Constantly

Light work that includes moving objects up to 20 pounds.
☐ Never         ☒ Occasionally           ☐ Constantly

Medium work that includes moving objects up to 50 pounds.
☐ Never         ☒ Occasionally           ☐ Constantly

Heavy work that includes moving objects up to 100 pounds or more.
☒ Never         ☐ Occasionally           ☐ Constantly 

EEO Statement:

Claremont Graduate University is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, religion, gender and/ or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, sex, age, sexual orientation, or physical disability or any other legally protected basis in its employment practice and in admission of students to educational programs and activities in accordance with the requirement of Title IX of the Education Amendments of 1972, Title I of the American Disabilities Act of 1990 and other applicable laws. CGU is committed to affirmative action in employment practices regarding ethnic minorities, the physically challenged, Vietnam-era veterans, and women. This job description defines the essential or fundamental job duties of the employment position. It is assumed that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. Qualified candidates of diverse ethnic and racial backgrounds are encouraged to apply for vacant positions at all levels.

This job description defines the essential or fundamental job duties of the employment position.  It is assumed that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others.

It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act.

Successful completion of criminal background and DMV checks required for final candidate