Campus Technology Trainer - Information Technology Services

This position is temporary and ends on or before June 30, 2027. Full-time, on-site role.

Pay

Anticipated hiring range: $5,787 – $6,141 monthly (Step 1 – Step 4). CSU classification salary range: $5,787 – $8,430 monthly. Offer amount will be based on candidate’s experience, education, skills, and training.

Benefits

• Best-in-class medical, dental, and vision plans
• CalPERS retirement participation
• CSU tuition waiver
• Up to 24 vacation days per year
• Sick leave with unlimited accrual
• 15 paid holidays per year
• Additional benefits available (see benefits website)

About the role

Information Technology Services (ITS) is CSU Bakersfield’s central IT organization, providing computing, infrastructure, telecommunications, and support for the university’s teaching, learning, research, business, and outreach activities. Under general supervision of the Director of Academic Technology and ITS Grants, the Campus Technology Trainer applies professional technical support knowledge to design, develop, and deliver enterprise technology training for centrally supported applications as part of the university’s Digital Transformation initiatives. The position supports institutional efforts to increase effective utilization of campus technologies, improve user competency, and reduce avoidable Service Center ticket volume through proactive training and user enablement strategies.

Responsibilities

• Enterprise Technology Training Development & Delivery
  • Independently design, develop, and deliver instructor-led, virtual synchronous, and asynchronous training to staff, faculty, and student workers for centrally supported enterprise software platforms such as AdobeSign, Common Financial System, Data Warehouse, Excel, etc.
  • Facilitate a recurring schedule of training sessions (targeting a minimum of three per month), including onboarding for new users and intermediate/advanced topic offerings.
  • Provide baseline operational instruction for supported enterprise applications, escalating more complex specialty, departmental, research-specific, or independently procured system needs to appropriate individuals as needed.
  • Respond to real-time user questions during training sessions, demonstrating relevant advanced features (e.g., reporting functionality, workflow tools) and applying consultative teaching techniques.
  • Customize vendor-provided materials into campus-specific instructional guides and reference documentation aligned with institutional workflows.
  • Ensure all training materials and delivery modalities comply with CSU accessibility standards (Section 508/WCAG).
  • Identify and escalate system-level configuration or technical issues beyond training scope to appropriate functional or technical staff for resolution.
  • Design and deliver training on the effective use of approved AI-assisted tools for troubleshooting, solution identification, and response drafting, ensuring alignment with ITS procedures, service standards, and data handling guidelines.
  • Develop and maintain campus-specific instructional materials and reference guides for AI-assisted tools and workflows, including best practices, limitations, and appropriate use cases.
• Implementation & Training Support
  • Serve as the designated training representative on project teams implementing new or upgraded centrally funded applications.
  • Develop and coordinate training rollout plans and user communications associated with system go-live activities.
  • Assess user readiness, identify adoption barriers, and recommend improvements to support platform uptake and effective use.
  • Create and deliver train-the-trainer resources when appropriate to support distributed adoption.
  • Update training materials and resources to reflect final systems configurations and improvement post-deployment.
  • Represent and provide end-user perspectives during implementation discussions to support usability and adoption.
  • Support the rollout and adoption of AI-assisted technologies by developing training strategies, creating user guidance, and aligning training delivery with system implementation timelines and operational needs.
• Training Operations, Workflow Administration & Coordination
  • Independently manage operational processes supporting campus technology training delivery and related service workflows.
  • Utilize the ITS ticket management system to receive, document, prioritize, and track training requests and consultation activities.
  • Maintain accurate records of communications, actions taken, and resolution status in accordance with ITS service standards.
  • Develop and maintain electronic request and registration workflows (e.g., Kuali forms) to support training intake, scheduling, and participant tracking.
  • Administer and maintain the ITS training website, ensuring accurate, current information regarding centrally funded software training offerings, schedules, and resources.
  • Manage the ITS training calendar, coordinating course scheduling, registration processes, and updates related to system changes or new offerings.
  • Analyze recurring training requests or support trends to inform and recommend updates to documentation and delivery methods.
  • Collaborate with campus partners, including the Faculty Teaching and Learning Center and other administrative units, to coordinate training efforts, avoid duplication, and align offerings with institutional priorities.
  • Ensure that published training information and associated workflows comply with CSU accessibility, data privacy, and information security standards.
  • Evaluate the effectiveness of AI-related training and tool adoption by gathering user feedback, identifying skill gaps, and recommending updates to training materials, workflows, and support practices.
• Video Hosting Platform Administration
  • Provide technical administration of the enterprise video hosting system (i.e., Panopto), including configuration, user role management, and access permissions.
  • Configure system settings as needed to support recording, storage, and delivery of training content.
  • Ensure captioning and delivery formats meet accessibility and compliance standards for published video content.
  • Monitor service usage analytics, identify trends affecting training consumption or adoption, and serve as liaison with vendor for service coordination including escalations, upgrades, or issue resolution.

Requirements

• Education & Experience
  • Equivalent to a bachelor’s degree in a related field and two (2) years of relevant experience.
  • Additional qualifying experience may substitute for the required education on a year-for-year basis.
  • An advanced degree in a related field may substitute 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
  • Regular and reliable attendance.
  • Strong knowledge and expertise in hardware and software troubleshooting.
  • 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 clearly to diverse audiences and produce technology education materials.
  • Strong analytical skills to evaluate technology and configure/deploy system 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 and accessibility standards (Section 508/WCAG) as applied to digital instructional materials.
  • Knowledge of service management practices and use of ticketing systems (e.g., ServiceNow) 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.
  • 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 high level of diplomacy and professionalism.
  • Ability to use tact and diplomacy to handle sensitive interpersonal situations with diverse personalities and respond appropriately to conflicts.
  • Ability to initiate, establish, and foster communication and teamwork in a diverse, cooperative, and productive work environment.
  • Excellent communication skills, including 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 coordinate multiple assignments with fluctuating deadlines.
  • Excellent computer skills, including word-processing, spreadsheets, databases, online systems, internet, online calendaring, and email.
  • Working knowledge of or ability to quickly learn university infrastructure.
  • Willingness to travel and attend off-site training programs for occasional professional development.
  • Ability to work overtime as needed.