Campus Technology Trainer

REQUIRED QUALIFICATIONS:

EDUCATION & EXPERIENCE - Equivalent to a bachelor's degree in a related field and two (2) years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.

LICENSES - Possession of a valid driver's license or the ability to obtain by date of hire.

SKILLS, KNOWLEDGE & ABILITIES (SKA's)
- * Regular and reliable attendance is required.

* Strong knowledge and expertise in hardware and software troubleshooting.

* Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technological support.

* Strong communication and interpersonal skills with the ability to present technical information to technically diverse audiences in a clear and concise manner and produce technology education materials.

* Strong analytical skills to evaluate technology and configure and deploy systems updates.

* Skill in providing direction and training to others.

* Proficiency in using applicable software or technology systems.

* Ability to efficiently and successfully support and train on enterprise software applications and common end-user computing environments in a higher education setting.

* Knowledge of technology training principles.

* Knowledge of accessibility standards (Section 508/WCAG) as applied to digital instructional materials.

* Knowledge of service management practices and use of ticketing systems (e.g., Service Now) for documenting and tracking requests.

* Willingness to learn and utilize AI-assisted tools in daily support workflows, including AI-enhanced troubleshooting, ticketing, and communication tools, in accordance with ITS policies and procedures.

* Knowledge of CSU data privacy and information security expectations as they relate to instructional materials and user data.

* Ability to deliver clear, organized, and engaging instructor-led and virtual training sessions to audiences with varying levels of technical proficiency.

* Ability to translate technical system functionality into clear instructional materials, including user guides, and knowledge base articles.

* Ability to identify recurring support trends and incorporate findings into improved training content and delivery methods.

* Ability to configure user roles and basic settings within supported training-related platforms (e.g., video hosting systems).

* Working knowledge of video hosting or media management platforms.

* Exercise sound judgment in determining when to resolve issues within the scope of training versus escalating to technical or functional experts.

* Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.

* Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.

* Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.

* Excellent communication skills; ability to effectively communicate information in a clear and understandable manner.

* Thorough knowledge of English grammar, spelling, and punctuation.

* Ability to interpret, communicate and apply policies and procedures.

* Ability to maintain a high degree of confidentiality.

* Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.

* Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.

* Working knowledge of or ability to quickly learn University infrastructure.

* Must be willing to travel and attend training programs off-site for occasional professional development.

* Must be able to work overtime, occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.

PREFERRED QUALIFICATIONS:

* Professional experience providing technology training, end-user technology support, or technical consultation in a higher education or comparable organizational environment.

* Experience administering a video hosting or media management platform.

* Familiarity with enterprise systems such as Learning Management Systems or data reporting platforms.

* Familiarity with AI-assisted IT support tools or AI-enhanced service delivery technologies.

* Experience tracking attendance metrics and analyzing training impact on support trends.

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