HELP DESK TECHNICIAN
San Jose/Evergreen Community College District
Close/First Review Date:
The Help Desk Technician reports to the Supervisor of Help Desk and
Reprographics at the District Office. The work schedule is 12
months per year; 40 hours per week; Monday - Friday; 8:00 a.m. -
This position is represented by CSEA (California School Employees
Association), Chapter 363.
Under the direction of the Help Desk and
Reprographics Supervisor or assigned administrator, perform a
variety of technical and skilled tasks in the Help Desk operation;
respond to and assist in the diagnosis of problems through
interactions with users including problem recognition, research,
documentation, troubleshooting and resolution of
This position provides support for all standardized Information
Technology products and services used at the District-wide
locations and tracks all support requests. The Help Desk provides
first level technology support for students, faculty, staff and
administrators and communicates major IT outages and incidences
according to management standards. The Help Desk Technician
communicates with users to determine the source of the problem,
troubleshoot and provide appropriate solutions.
DUTIES AND RESPONSIBILITIES
1. Provide first level technology support for users and assist with
problem resolution in technical areas such as computers, printers,
video, software, audio-visual, WebAdvisor, ERP system, phones,
network access, wireless, mobile devices, password resets, online
courses, security, cloud services, etc.
2. Respond to user questions and inquiries in a timely manner
through telephone, e-mail, text, social media, oral and written
forms of communication, demonstration, remote access to computer,
and devices to assist users with disabilities.
3. Assist users in resolving routine technical problems and answer
routine technical questions related to the District software and
4. Follow up with users to ensure the reported problems are fully
5. Use the Help Desk tracking software to log, assign, and track
all support tickets.
6. Monitor the tracking software to ensure that open tickets
assigned to Help Desk Technicians are resolved and closed in a
7. Ensure assigned backup tapes are rotated according to the
schedule and process.
8. Maintain the tracking database to ensure data is accurately
entered. Prepare reports for management as scheduled or as
9. Escalate user requests to a 2nd or 3rd level support when
necessary. Notify IT management when a critical system wide
resource becomes unavailable.
10. Monitor and manage the Help Desk voicemail, email, social media
and other forms of communication.
11. Research and recommend new products or procedures. Help
identify and implement innovative solutions for users.
12. Keep abreast of current trend on Help Desk operations. Attend
necessary training for related standardized IT products and
13. Perform related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
1. Principles of technical troubleshooting and problem
2. Principles of networking and computer functionality.
3. Computer hardware systems, printers, software applications such
as Microsoft used in college operations.
4. Working knowledge of help desk software, databases and control
of remote computers.
5. Principles of training, support, and services to
6. Principles of customer service.
7. Principles of providing guidance to others.
Skills and Ability to:
1. Operate computer systems and related peripheral equipment.
2. Communicate clearly and concisely both orally and in
3. Respond to inquiries in a courteous, tactful manner.
4. Establish and maintain cooperative and effective working
relationships with others.
5. Work together in a team environment.
6. Multitask, prioritize and meet task timelines.
7. Work with attention to detail and independently with minimum
EDUCATION AND EXPERIENCE
1. Associate’s degree in Computer Science or related field.
2. Two years of experience increasingly responsible experience
performing help desk operation function or related
1. A+ certification
2. MAC experience
3. Experience performing remote troubleshooting
4. Bachelor’s degree
5. Bilingual abilities, desirable.
District’s Diversity Requirements
- Demonstrated sensitivity, knowledge and understanding of the
diverse academic, socioeconomic, gender identity, sexual
orientation, cultural, disability, and ethnic background of groups
historically underrepresented, and groups who may have experienced
- Success integrating diversity as appropriate into the major
duties outlined in the job description and in the duties listed in
the District’s hiring policy; or demonstrated equivalent
transferable skills to do so.
$64,043 - $78,154 Annual Salary (Range 95: Classified Salary
Schedule Fiscal Year 2019-2020). Starting placement is generally at
Excellent fringe benefit package includes a pension, medical,
dental, vision, EAP (employee assistance plan) and life insurance
for employee and eligible dependents, and income protection.
Voluntary plans include supplemental life insurance, Flexible
Spending Accounts, 403b and 457 Deferred Compensation Accounts.
Classified employees also receive vacation, 12 sick leave days and
18 paid holidays.
To be considered for this position please visit our web site and
apply on line at the following link: https://sjeccd.peopleadmin.com/
About San Jose/Evergreen Community College District
The District is represented by dedicated and talented employees who
are passionate about providing our student population with the best
educational experience possible. The District recognizes that
cultural diversity in the academic environment promotes academic
excellence; fosters cultural, racial and human understanding;
provides positive roles models for all students, and creates an
inclusive and supportive educational and work environment for its
employees, students, and the community it serves.
As of fall 2017, with enrollment of approximately 18,500 per
semester, and an extremely diverse student population
(Hispanic/Latino 44%, Black/African-American 4%, Asian/Pacific
Islander 32%, American Indian/Native American 0.5%, White/Caucasian
11%) attaining educational goals reflecting 45% - AA Degree and
Transfer to a 4-Year College/ University, the District’s emphasis
on student success makes it a recognized educational leader in the
The District encourages a diverse pool of applicants to serve as
colleagues to an existing diverse group of managers, supervisors
and confidential staff consisting of 29 % Hispanic/Latino, 13%
Asian/Pacific Islander, 7% Black/African American, 23%
White/Caucasian, and as well as encouraging applications from all
qualified, outstanding applicants.