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California University of Science and Medicine (CUSM) is seeking a customer-focused IT Support Analyst I to provide front-line technical assistance to students, faculty, and staff. Reporting to the Executive Director of Computing and Application Development, this role is primarily responsible for delivering Tier I support across a wide range of campus technologies—including the student information system, learning management system, and university website. The IT Support Analyst I serves as one of the first points of contact for end users, helping troubleshoot issues, answer questions, and ensure a smooth and reliable technology experience. This position assists with resolving support tickets, escalating complex problems when necessary, maintaining clear documentation, updating system content, and helping users feel confident navigating the tools essential to teaching, learning, and campus operations. The ideal candidate is an excellent communicator with strong troubleshooting abilities and a genuine commitment to high-quality customer service. Join CUSM and play a key role in supporting the people who rely on our technology every day.

This position is available immediately and will remain open until it is filled. Priority consideration will be given to applicants who submit a resume and cover letter by December 2, 2025, through the application link. The wage range is dependent on education, job-related knowledge, skills, and experience; the budgeted wage range is $24.04 to $26.44 per hour. Applicants must be able to work on campus four days a week. 

Documents required

• Letter of Interest/Cover Letter
• Resume

We may request the following from candidates who advance in the interview process

• Completion of an assessment 

Position Purpose 

Under the general direction of the Executive Director of Computing and Application Development, the IT Support Analyst I supports the planning, development, and implementation of information technology in the educational setting. Interacts with and supports all campus-based teams and departments in aligning system design with operational processes. Communicates effectively to convey technical information. Documents, tracks, and monitors issues. Develops procedures and solutions for systems. Trains staff on relevant application platforms and related components. Supports the Clinical Skills team with tier I support as needed for OSCEs.

Essential Function 

75% Application Support

• Provide tier I support for essential educational systems such as the student information system (SIS), learning management system (LMS), etc.
• Perform diagnosis and troubleshooting for educational systems issues, providing solutions within the area of responsibility, and/or through consulting with vendors.
• Update the company website based on requests from the marketing and communications team. Work with the marketing and communications team to resolve Content Management System (CMS) issues. Implement changes to style sheets and/or functionality within the system.
• Maintain website databases and perform updates based on information provided. Assist with implementations and creation of new databases.
• Create and maintain documentation for hosted and on-premises IT infrastructure.
• Apply knowledge of standard concepts, practices, and procedures for projects and systems being maintained and worked on.
• Maintain up-to-date knowledge of current CUSM policies, procedures, and regulations.
• Remain current with developments in all aspects of technology, including, but not limited to, software development, systems, application support, and artificial intelligence. This includes attending conferences, workshops, online courses, reading publications, and/or participating in online communities.

20% Helpdesk Support

• Receive and sort IT assistance requests from employees through the ticket system. Collect detailed information to categorize requests appropriately, escalating to tier II support as needed.
• Work directly with customers to provide services and help resolve computing services issues.
• Communicate effectively with administration, faculty, staff, and students about project updates, ticket updates, and/or issue resolutions.
• Prepare, configure, update, and test laptops and tablets weekly to ensure readiness for Clinical Skills & Simulation on-site sessions as needed.

5% Other Duties as Assigned

Required Educational Qualifications

Bachelor’s degree in computer science, information technology, or a related area, and a minimum of two (2) years or more of experience programming websites (HTML, CSS, JavaScript), creating/updating content, and overseeing data transfer implementations (knowledge of APIs); and/or an equivalent combination of education and experience may be considered.

Skills and Abilities

• Demonstrated skill in effectively using a computer and applications such as Microsoft Office (Outlook, Word, Excel, Access, and PowerPoint). 
• Demonstrated knowledge of and experience in using various instructional or teaching applications and software. 
• Demonstrated experience working in web or cloud-based business environments.
• Demonstrated skill in interpreting policy and procedures related to the position and keeping others informed.
• Exceptional troubleshooting skills by using effective, investigative methods and by using help desk troubleshooting tools.
• Strong analytical skills, active listening, and critical thinking skills to conduct analysis and develop recommendations. 
• Desire and aptitude to learn information technology support functions and processes.
• Ability to maintain confidentiality; ability to recognize sensitive information and handle information with care and tact.
• Strong organizational skills and attention to detail to prioritize work assignments, employ political acumen, and integrate information to determine an appropriate course of action.
• Ability to guide processes to closure.
• Ability to work on multiple tasks simultaneously and within tight timelines.
• Excellent communication skills, including written and verbal acuity.
• Excellent customer service skills.

Preferred Qualifications

• Master’s degree in computer science, information technology, or related field.
• Experience in higher education, medical school, or university environment.
• Familiarity with the Family Educational Rights and Privacy Act (FERPA) (20 U.S.C. § 1232g; 34 CFR Part 99). This law applies to all schools that receive funds under an applicable program of the U.S. Department of Education.

Other Requirements

Items Used 

Standard office equipment, including computer, printer/copy machine, and telephone.

Physical Requirements

• Sit: Constantly
• Stand: Frequently
• Walk: Frequently
• Bend: N/A
• Squat: N/A
• Climb: N/A
• Crawl: N/A
• Lift: up to 25 lbs.

Mental Requirements

• Read/Comprehend: Constantly
• Write: Constantly
• Perform Calculations: Occasionally
• Communicate Orally: Constantly
• Reason and Analyze: Constantly

Environmental Requirements

• Is exposed to excessive noise: No
• Is around moving machinery: No
• Is exposed to marked changes in temperature and/or humidity: No
• Drives motorized equipment: No
• Works in confined quarters: No
• Dust: No
• Fumes: No

Disclaimer:

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. 

Proof of full vaccination and one booster of SARS-CoV-2 (COVID-19) is a condition of employment or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection).

FLSA Status: Non-Exempt

Job Description Preparation Date: September 2025

Diversity and Equal Employment Opportunity Policy Statement

California University of Science and Medicine (CUSM) supports the principles of equal opportunity, inclusion and diversity in employment and education. The University seeks to ensure that no person will encounter discrimination in employment or education on the basis of age, skin color, ability status, biological sex, gender identity, gender expression, national origin, immigration status, race, ethnicity, religion, sexual identity, or Veteran's status. This policy is applicable to both the employment practices and administration of programs and activities within the University. It is the policy of the University that no person shall be excluded from participation in, be denied the benefits of, or in any way be subject to discrimination in any program or activity at the University. Further, CUSM is committed to being an antiracist institution that continuously works to end oppression in all forms. Therefore, CUSM actively maintains institutional structures and learning opportunities to prevent bias or discrimination incidents and address them with individual and collective accountability should they occur.