IT Customer Support Assistant

IT Customer Support Assistant

Salary: $56,334.00 - $69,284.00 Annually
Location: Districtwide, CA
Job Type: Permanent
Division: DO District Office
Job Number: 2023003
Closing: 2/1/2023 11:59 PM Pacific



Classified Staff
Contact: Personnel Commission
Phone number: (559)243-7100

General Purpose
Under general supervision, provides first-level technical support to staff, students and faculty; analyzes and resolves routine requests for technical assistance involving computer hardware/software, network and mobile devices, telephone and audio/visual-related problems for end users; assigns higher-level work orders to appro­priate information technology staff; provides basic user training for desktop, network and peripheral devices; performs asset management functions including inventory and excess equipment disposal; performs hardware and software installation and configuration functions following established procedures; and performs related duties as assigned.

Essential Duties & Responsibilities
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

• Functions as first point of contact and assistance to students, faculty, staff and administrators requiring technical support; receives help desk tickets, incoming calls, end-user walk-ins and emails; identifies first-level technical support problems and performs basic troubleshooting to determine appropriate corrective actions; initiates work tickets to refer more difficult and complex issues to other IT staff for troubleshooting and resolution.
• Participates in various asset management functions including maintaining the College's inventory database of computer equipment, coordinates surplus pickup and disposal of computer-related equipment, and maintain parts and supplies inventory; processes supply orders, obtains price quotes and product information and places orders for parts and supplies as required.
• Assists with the deployment of images for lab area installations; configures virtual machines; verifies software license compliance; tests and configures applications and new software functionalities to applicable servers and platforms.
• Delivers, installs and configures desktop computers, printers, scanners and other peripheral equip­ment and runs tests to ensure proper equipment function; may assist in setting up video conferencing equipment; configures and administers network server application software.
• May assist in installing and connecting cables, IP cameras, wireless access points, WiFi, network cards and other networking components.
• Provides end-user training in the proper use of hardware, software and computer-related equipment; helps ensure end users are aware of available technologies and support for all information technology services.
• Provides printer server maintenance and troubleshoots by creating printer queues, uploading printer drivers and assigning users to printers.
• Demonstrates sensitivity to and understanding of historically minoritized groups and participates in professional development activities to increase cultural competency to enhance equity-minded practices within the District.

OTHER DUTIES

• May be required to provide detailed technical documentation of hardware, software, wireless and communications-related issues.
• May troubleshoot malware, ransomware, phishing and other viruses following established proce­dures.
• Performs related duties as assigned.

Employment Standards / Minimum Qualifications
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of:

• College help desk functions, policies and procedures.
• Basic problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment and various network connections.
• Basic methods and equipment used for troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures.
• Various computer systems and operating environments used throughout the College.
• A variety of software applications used by the District including instructional courseware.
• Basic processes and tools used to build and deploy computer system images.
• Tools, equipment and safety practices used in maintenance and repair of computers and peripheral equipment.
• Network concepts, security, access control and network operating software.
• Internet/intranet technologies and techniques and network email systems.
• Basic operating system architecture, characteristics, commands and components applicable to the College's computer platforms.
• Basic principles, practices and methods of systems and network administration and maintenance, including procedures for establishing network connectivity.
• District IT procurement policies and practices.
• Principles and practices of customer service.

Skills and Abilities to:

• Utilize the District or campus work-ticket system.
• Provide technical assistance for end users on computers, peripheral equipment, network services, various server platform connections and remote access.
• Recognize and resolve problems related to computer user programs, equipment and basic network malfunctions.
• Obtain accurate and complete information from end users, in person and by telephone, to identify their needs and problems and develop responses and solutions.
• Analyze problems, evaluate alternatives and make sound recommendations.
• Utilize diagnostic test procedures and equipment.
• Maintain up-to-date technical support skills.
• Provide strong and clear verbal and written communication, customer service and interpersonal skills.
• Respond calmly, efficiently and creatively to last-minute and emergency equipment needs/malfunc­tion calls from faculty, staff and administrators.
• Meet schedules and timelines.
• Maintain accurate inventory of computer hardware and software components.
• Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices.
• Communicate effectively, both orally and in writing.
• Understand and follow written and oral instructions.
• Operate a computer and use standard business software.
• Establish and maintain effective working relationships with all those encountered in the course of work.

EDUCATION AND EXPERIENCE
An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least one year of computer help desk experience providing end-user support services and analyzing and solving computer hardware, software, network and applications problems; or an equivalent combination of training and experience.

LICENSES, CERTIFICATES AND OTHER REQUIREMENTS
A valid California driver's license and the ability to maintain insurability under the District's vehicle insurance program.

PHYSICAL AND MENTAL DEMANDS
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasion­ally up to 100 pounds with assistance.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with District managers, staff, the public and others encountered in the course of work.

WORKING ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees work under typical office conditions, and the noise level is usually quiet. Some work requires using ladders and stairs.

The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime.

Assessment Process
APPLICATION SUBMISSION
To move forward in the selection process, you must complete an online application through our web site at http://www.schooljobs.com/careers/scccd. Please attach to your application a copy of your degree or transcripts (must include when degree was awarded) or your application may be considered incomplete. Resumes may also be uploaded but cannot be used in lieu of a completed application.

ONCE YOU HAVE SUBMITTED YOUR APPLICATION YOU WILL NOT BE ABLE TO MAKE REVISIONS TO YOUR APPLICATION MATERIALS.

When completing the application, please make sure you include ALL current and previous employment in the Work Experience section of the application and complete ALL fields, including the name and contact information for your supervisors. Experience that is included in the resume but not in the Work Experience section of the application may not be considered for the purpose of determining whether you meet the minimum qualifications.

All required documents must be submitted by the applicant. Personnel Commission staff will not upload your documents for you. The State Center Community College District does not accept letters of recommendation for classified positions. Please do not attempt to attach letters of recommendation to your application.

APPLICATION REVIEW AND ASSESSMENTS
The application review process includes an evaluation of training and experience based on given application information and answers to supplemental questionnaire. Only the most qualified applicants, who pass the minimum qualifications review, will be invited to the assessment process.

The assessment process will include a competency assessment (60% weight) and an oral interview assessment (40% weight). Of those achieving a passing score on the competency assessment, only the most qualified candidates, plus ties, will be invited to the oral interview assessment. Passing score is 75% out of 100% on each assessment section.

INITIAL TESTING TENTATIVELY SCHEDULED FOR FEBRUARY 10, 2023
The assessment process / assessment date is subject to change as needs dictate. All communication regarding this process will be delivered via email to the address listed on your application.

ELIGIBILITY LIST
Candidates who attain a passing score on each part of the assessment will be placed in rank order on a Districtwide Open-Competitive List. Using the same process, a separate Promotional List will be established and both Lists will be used concurrently. The eligibility list will be used to fill current vacancies in this classification for at least six (6) months and the current vacancy is at Reedley College.

PASSING THE ASSESSMENTS AND BEING PLACED ON THE ELIGIBILITY LIST DO NOT GUARANTEE AN OFFER OF EMPLOYMENT.

ACCOMMODATIONS
Individuals with disabilities requiring reasonable accommodation in the selection process must inform the State Center Community College District Personnel Commission Department in writing no later than the filing date stated on the announcement. Those applicants needing such accommodations should document this request including an explanation as to the type and extent of accommodation needed to participate in the selection process.

State Center Community College District is an Equal Employment Opportunity Employer. It is the policy of State Center Community College District to provide all persons with equal employment and educational opportunities without regard to race, ethnicity, national origin, gender, age, disability, medical condition, marital status, religion or similar factors as defined by law. We are a Title V employer.



To apply, visit https://www.schooljobs.com/careers/scccd/jobs/3866114/it-customer-support-assistant jeid-d9b0b4ec65f9404f8c893f86979354c8