IT User Support Technician Senior

IT User Support Technician Senior

Coast Community College District


Salary: $76,743.00 - $103,465.00 Annually

Job Type:

Job Number: D-004-24

Location: Orange County, CA

Definition
Summary
Installs, configures, troubleshoots, and services networked computer workstations, touch screen tablets, and related equipment and software used in administrative and academic environments. Participates in installations and configuration and assists with maintenance of server hardware and software for one or more local networks governing data communications among personal computers. Provides technical support and help functions that relate to computer hardware and software, data communications, and connectivity.

Distinguishing Career Features
The IT User Support Technician - Senior is part of a career ladder encompassing network and workstation support and is usually assigned to more advanced technical support. The IT User Support Technician - Senior can participate in network operations, account setup, applying existing computer security and user access rules, conducting training, and hardware diagnostics; however, concentrates on supporting networked and standalone workstations and common administrative applications. Advancement potential exists to the IT User Support Analyst based on need and the ability to serve as a subject matter and team leader for services encompassing network operations and enterprise-level applications support, and advanced technical support. The IT User Support Analyst is a subject matter leader for client server applications that balance workload so that enterprise and other applications can be used with minimal trouble.

Essential Duties and Responsibilities
Specific duties may vary among departments, divisions and jobs. Incumbents typically perform a substantial portion or all the following types of duties, as assigned:
1. Provides technical assistance to staff on using virtual desktops, computers, touch screen tablets, and software programs including remote access and on the proper use of peripheral electronic equipment use to enhance presentations and viewing.
2. Troubleshoots and performs repairs to computer, tablet, handheld devices, audio visual, and peripheral equipment including and not limited to diagnosing failures and isolating faulty parts, fixing or replacing parts, and testing for correct operations.
3. Analyzes repair versus replace of computers and related equipment. Performs repairs and/or recommends suitable replacement.
4. Installs and configures networked computer users, e.g., computers, printers, modems, electronic signage, cabling, and peripheral communications equipment. Installs software and configures computers to support email. Troubleshoots mail access problems.
5. Installs and configures workstations to networks. Connects workstations to servers and participates with others to connect with District-wide networks. Sets up employee accounts onto local networks.
6. Installs, configures, tests, and maintains specialized software that supports a variety of departments such as in academics and business. Tests software to ensure compatibility with the current operating environment and to equipment capability.
7. Participates in upgrading and maintaining networks such as would be found in a remote or dedicated area or as backup. Tasks include, but are not limited to operations, moves, changes, trouble detection/correction, path testing, and general maintenance.
8. Troubleshoots network connectivity using diagnostic tools and other means to trace outages among switches and related infrastructure.
9. Assists in installing and configuring upgrades to existing wired and wireless networks that enhance continuous operations, desired performance, and service.
10. Assists in troubleshooting to resolve network hardware and software problems, including but not limited to connectivity, internet access, electronic mail and file servers.
11. Works with District and site-based staff to troubleshoot and resolve IT problems, to implement projects, and replace hardware and software. May lead a small team to install computer workstations and labs.
12. Updates existing security software on workstations. Tests existing operating systems and personal computers for potential viruses and security problems.
13. Receives and resolves advanced user ‘help desk' requests. Documents calls and initiates work repair orders. Provides troubleshooting of user problems with desktop software, accessing databases, networked equipment, handheld devices, and e-mail.
14. Develops and maintains up-to-date documentation supporting assigned and related areas of responsibility including recording of and relocation/disposal of inventory and software licenses.
15. Trains and provides support to department and site-based IT staff. May participate in inhouse technology presentations and conferences.
16. May assist and provide back-up support to the Help Desk by phone or in-person.
17. Performs other related duties as assigned that support the objective of the position.
18. Required to abide by all District policies and procedures including Board Policy 3050 - Code of Professional Ethics.

Qualifications and Physical Demands
Knowledge and Skills
1. Requires in-depth technical knowledge of personal computer operations, including the relationship and usage of various input and output components, business and education software, and terminology.
2. Requires a working knowledge of WindowsTM and AppleTM operating systems.
3. Must understand the protocols and procedures for setting up new equipment, troubleshooting and performing routine maintenance.
4. Requires a working knowledge of Desktop Virtualization (VDI), Software Deployment via Microsoft System Center, local area networks for personal computers, Wide Area Networks, and connectivity between servers.
5. Requires a basic knowledge of protocols such as TCP/IP, Wi-Fi, Serial, Ethernet, and Access Lists and Group Policies.
6. Requires a basic understanding of the physical elements of the network including cabling and connections, and routing, switching, and repeating equipment.
7. Requires working knowledge of high-volume document copying equipment.
8. Requires enough human relations skills to provide individual training and technical assistance on the use of PC-based software for business, internet, utility, and connectivity.
9. Requires enough writing skills to document technical procedures.

Abilities
1. Requires the ability to install, configure, and troubleshoot networked computer workstations, Mobile Devices, touch screen tablets, and programs used in both instruction and administrative areas.
2. Must be able to install and configure computer components such as, but not limited to, cards, peripherals, and device drivers.
3. Must be able to fabricate and connect interface cables and connections between computers.
4. Must be able to analyze and evaluate the needs of users and develop alternative solutions.
5. Must be able to prioritize and organize work to meet deadlines and timetables.
6. Must be able to read, interpret and apply complex technical information including equipment blueprints and schematics.
7. Requires the ability to give one-on-one and small group training in the use of computers and business and specialized software applications such as those used in education.

Physical Abilities
1. The general physical demands, working conditions, and essential job functions associated with this classification will be kept on file with the Office of Human Resources.
2. Essential functions will vary by position.
3. As defined by Title I of the Americans with Disabilities Act (“ADA”) and California's Fair Employment and Housing Act (“FEHA”), the District shall engage in a timely, good faith interactive process with employees or employment applicants who are requesting or are in need of reasonable accommodations and, provide reasonable accommodations for employees or employment applicants who, because of their disability, are limited in or unable to perform one or more of the essential functions of their job in accordance with applicable state and federal law.

Education and Experience
The position typically requires an Associate's degree in computer science or related technical field and four (4) years of experience in the setup of networked computer workstations, basic networking analytics, and advanced computer technical support. Or, any combination of education and experience which would provide the required equivalent qualifications for the position.
Preferred: Bachelor's degree in computer science or related technical field. Industry certifications may substitute for some post-secondary education. Customer Service, ITIL preferred.
AND
Demonstrated evidence of responsiveness to and understanding of the racial, ethnic, disability, gender identity, sexual orientation, socioeconomic, academic, and cultural diversity within the community college student population, including students with different ability statuses (e.g., physical and/or learning) as these factors relate to the need for equity-minded practice within the classroom.

Licenses and Certificates
Requires A+, Cisco CCNA, MCSE Certification and a valid driver license.

Working Conditions
Work is performed indoors where some safety considerations exist from physical labor, positioning in cramped areas, and handling of medium weight, yet, awkward materials.

Note: (D.E.I.A. - Diversity, Equity, Inclusion, Access)
The Coast Community College District (Orange Coast College, Golden West College, and Coastline College) continue to strengthen our efforts around diversity, equity, inclusion, and access. The Coast Community College District is focused on creating a culture of inclusive excellence by uplifting employees and students through an environment that is equitable, diverse, inclusive, and accessible. We have a strong commitment to D.E.I.A. (Diversity, Equity, Inclusion, Access) and will be actively listening, assessing, and evaluating this throughout each stage of the application, recruitment, and interview process.

Conditions of Employment

This is a permanent, general funded, full-time, 12-months per year classified position. This District position's primary work location will be at Coastline College's Student Success Center in Fountain Valley, but rotation between District sites will also be require as needed. (A district vehicle will be provided when driving to the different sites.) The normal hours of work for Fall and Spring Semesters will be 11:00 am to 8:00 pm, Monday - Thursday and 7:00am to 4:00pm, Friday. The normal hours of work for summer and Winter Intersession will be 7:00am to 4:00pm, Monday - Friday. Flexible hours may be needed to occasionally work extended hours and/or weekends, if necessary, to meet the department's needs. The effective date of employment will be arranged with the supervisor. The District provides medical, dental, and vision insurance for the employee and eligible dependents and life insurance for the employee. (Salary Schedule: EE-121)

Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment. The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Coast Community College District policies, procedures, and Title IX. (Reference: BP/AP 5910) The Coast Community College District celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive. Individuals interested in advancing the District's strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.

Pay Philosophy: Coast Community College District, through policies, practices, and other benefit programs, delivers a fair and equitable total compensation program that promotes equal employment opportunity, inclusion, and workforce vitality. In general, it is the policy of the District to place new employees at the first step of the salary grade. All movement on the salary schedule will occur July 1 of each year for all classified employees.

Application Requirements:

Application materials must be electronically submitted online at http://www.cccd.edu/employment to be considered for employment.

Incomplete applications, application materials submitted by mail, and documents not requested in the job announcement will not be considered. Please note that the district does not return materials submitted in the application process (copies of original supporting documents are acceptable).

A complete application packet includes:

1. A complete Coast Community College District Online Employment Application.
2. Responses to Supplemental Questions (please provide clear and detailed responses, as they will be carefully evaluated to determine the most qualified candidate(s) to be invited for an interview; please do not paste your resume, put "see resume" or "N/A", or leave blank).
3. A Cover Letter highlighting your experiences relevant to this position and addressing the minimum and essential qualifications, including your demonstrated evidence of D.E.I.A. (Diversity, Equity, Inclusion, Access). (Upload as a separate attachment - PDF recommended).
4. A current Resume of professional and educational background and experience (Upload as a separate attachment - PDF recommended).

Apply online at: http://www.cccd.edu/employment

Coast Community College District - Human Resources

1370 Adams Avenue, Costa Mesa, CA 92626

Individuals who need reasonable accommodations in accordance with ADA should notify the Human Resources Office for assistance or call 714.438.4716.

Additional Information

The Coast Community College District (CCCD) is a public, multi-campus community college district serving Orange County, California. Established in 1947, CCCD has a rich history of providing accessible, high-quality education and training to students from diverse backgrounds. The district encompasses three comprehensive colleges, Coastline College, Golden West College, and Orange Coast College, and serves over 110,000 students annually through its various programs and services. CCCD is committed to student success and provides students with opportunities to explore their interests, develop their skills, and achieve their goals through a wide range of academic and vocational programs, support services, and co-curricular activities. With a strong commitment to diversity, equity, and inclusion, CCCD is dedicated to creating a supportive and inclusive environment for all students, employees, and members of the community.

Selection Procedure

• All online applications received by the application deadline will be screened to determine which applicants meet the minimum qualifications as stated in the job announcement. Please note: Possession of the minimum qualifications does not ensure an interview.
• Applicants wishing to apply for more than one position must submit separate application materials for each desired position.
• Applicants who meet the minimum qualifications and who are also deemed to possess the highest committee evaluation will be invited to an interview.
• If any travel is required for an applicant to participate in person during the interview process, this will be done so at the candidate's own expense.
• During the interview, candidates may be asked to conduct a short oral demonstration/presentation on a previously announced topic as well as participate in a writing exercise, or hands-on practical.
• Consideration will also be given to factors in addition to education and experience, including but not limited to professional development, ability to work with others, and commitment to meet student needs.
• The search committee will rate the candidate's responses to the interview questions, the demonstration/presentation, and the applicable writing exercises and/or hands-on practical(s). Based on this rating, several candidates will be recommended to move forward and will be invited for a second-level interview.
• The hiring manager will conduct reference checks on the final candidate. The district reserves the right to contact the current or most recent employer and to investigate past employment records of applicants selected for interviews.
• The campus President will make the final recommendation for employment to the Board of Trustees.
• The start date will be determined based on the needs of the campus and the conditions of employment as posted in the job announcement/recruitment.
• Applicants who are eliminated from consideration will be notified by email. All applicants are requested to provide an email address in their online application. Candidates should not expect official notification of the status of their candidacy until the Board of Trustees has acted upon the College's recommendation for employment.
• The District reserves the right to extend the deadline, re-advertise the position, or delay filling this position based on the needs of the District and the student population we serve.

The SELECTED CANDIDATE is required to complete the following prior to employment:

• Provide a Certificate of Tuberculosis Exam for initial appointment (Note: The certificate must be renewed every 4 years as a condition of continuing employment).
• Have fingerprints taken by a Live Scan computer at the candidate's expense (Clearance must be received prior to the first day of employment).
• Present original documents for proof of eligibility to work in the United States including a Social Security Card; AND
• Participate in a new hire onboarding appointment with an Employment Services Representative.

Coast Community College District is an Equal Opportunity Employer
The Coast Community College District is committed to employing qualified administrators/managers, faculty, and staff members who are dedicated to student learning and success. The Board recognizes that diversity in the academic environment fosters awareness, promotes mutual understanding and respect, and provides suitable role models for all students. We are committed to hiring and staff development processes that support the goals of equal opportunity and diversity, and equal consideration for all qualified candidates. The District does not discriminate unlawfully in providing educational or employment opportunities to any person on the basis of race, color, sex, gender identity, gender expression, religion, age, national origin, ancestry, sexual orientation, marital status, medical condition, physical or mental disability, military or veteran status, or genetic information.

The Coast Community College District is a multi-college district that includes Coastline College, Golden West College, and Orange Coast College. The three colleges offer programs in transfer, general education, occupational/technical education, community services, and student support services.

Since its founding in 1947, the Coast Community College District has enjoyed a reputation as one of the leading community college districts in the United States. Governed by a locally elected Board of Trustees, the Coast Community College District plays an important role in the community by responding to the needs of a changing and increasingly diverse population.




Coast Community College District Title IX


This direct link 2022 Coast Community College District Annual Security And Fire Safety Report is the 2022 Annual Security and Fire Safety Report for Coast Colleges. The crime statistics for calendar years 2019, 2020, and 2021 were submitted to the U.S. Department of Education as required under the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. A hard copy can be provided from one of the Campus Safety Offices. Please contact any of the Campus Safety Offices for any questions regarding the report.



To apply, please visit https://www.schooljobs.com/careers/cccd/jobs/4047023/it-user-support-technician-senior




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