Help Desk Support Specialist
Southwestern Community College District
Incumbents in District positions are expected to exhibit an
equity-minded focus, responsiveness, and sensitivity to and
understanding of the diverse academic, socioeconomic, cultural,
gender identity, sexual orientation, and ethnic backgrounds of
community college students, and employees, including those with
physical or learning disabilities, and successfully foster and
support an inclusive educational and employment environment.
Under general supervision of immediate supervisor, provides
technical assistance and support to faculty, staff, administrators,
students, and others in the resolution of reported computer or
related technical problems or issues; troubleshoots user accounts,
validates assigned software licenses, and responds to issues via
the work order tracking system; receives, diagnoses, and provides
immediate solutions for hardware, software and user, network, and
security access issues; ensures quality customer service to users
and follow-up on reported problems; maintains awareness of the full
range of information technology (IT) services and products and
escalates issues that cannot be resolved at the help desk level;
and performs related duties as assigned. REPRESENTATIVE
DUTIES: The following duties are typical for this
. Incumbents may not perform all of the
listed duties and/or may be required to perform additional or
different duties from those set forth below to address business
needs and changing business practices
Knowledge and Abilities:
MUST HAVE KNOWLEDGE OF:
- Serves as the initial point of contact for customers seeking
technical assistance over the phone, email, or work order system;
uses diagnostic techniques, asking pertinent questions and offering
remote desktop assistance; determines severity of the issue and the
best solution based on the situation; resolves or refers to
appropriate technical staff; explains the problem-solving process
to the customer, and as appropriate, guides users in resolving
- Performs troubleshooting and validation for user
authentication, multi-factor authentication (MFA), user/device
based and perpetual software licensing, district owned cloud-based
web applications, desktop software operation, printer assignments,
mobile phone applications, and smart-classroom technical
- Troubleshoots a variety of user issues problems relating to
various software applications, email, network and printer
operations, internet functions and desktop security issues;
responds to a variety of questions and inquiries.
- Creates and monitors IT system work orders; routes any
unresolved issues to the next level of support work queues;
escalates urgent or emergency situations to supervisor.
- Creates documentation of established resolutions, procedures,
workflows, diagnostics that may be customer facing or for internal
- Maintains a professional demeanor and a positive attitude while
managing customer relationships; sets expectations for timely
resolutions within established policy and procedure.
- Monitors or executes batch processes for IT automated systems
via prescribed operational procedures.
- Prepares computers and peripherals for deployment or surplus
disposal, using flash drives, command line instructions, or other
- Stocks IT storeroom and warehouse with new hardware including
computers, monitors, and associated cables and parts; coordinates
with warehouse staff to track technology orders; updates and
maintains inventory logs.
- Performs related duties and responsibilities as required.
MUST HAVE ABILITY TO:
- Principles, practices, methods, techniques, materials, tools,
and equipment required for installation, maintenance, and
troubleshooting of hardware, software, computer and peripheral
equipment, network, security, and server infrastructure
- Principles of user account security authentication and
multi-factor authentication (MFA).
- Operational concepts and characteristics of computer, network,
server, and security systems, hardware, software, and peripheral
- Methods and techniques of eliciting information and performing
diagnostic procedures on information technology systems.
- Techniques for providing a high level of customer service by
effectively dealing with the public, vendors, contractors, and
- Principles and practices of developing and maintaining
- Record keeping and filing system methods, principles, and
- The structure and content of the English language, including
the meaning and spelling of words, rules of composition and
- Modern equipment and communication tools used for business
functions and program, project, and task coordination, including
computers and software programs relevant to work performed.
Education and Experience:
Any combination of training and experience which would provide
the required knowledge, skills, and abilities is qualifying. A
typical way to obtain the required qualifications would
- Troubleshoot, diagnose, and repair system and applications
malfunctions and maintain system operation.
- Understand, interpret, and explain systems solutions to users;
research technical materials to provide solutions to problems.
- Work with multiple console or web-based based administrative
- Communicate technical information to non-technical users.
- Meet deadlines in a fast paced and changing environment; handle
multiple assignments simultaneously.
- Use tact, initiative, prudence and judgment within general
policy and procedural guidelines.
- Effectively use computer systems, software applications
relevant to work performed and modern business equipment to perform
a variety of work tasks.
- Work with and exhibit sensitivity to and understanding of the
diverse racial, ethnic, disabled, sexual orientation, and cultural
populations of community college students.
- Communicate clearly and concisely, both orally and in writing,
using appropriate English grammar and syntax.
- Establish, maintain, and foster positive and effective working
relationships with those contacted in the course of work.
- Learn and adapt to changing technology and equipment used in
the performance of assigned duties.
Any combination equivalent to: An associate degree in computer
science or closely related discipline
Two (2) years of general technical computer experience,
one (1) year of direct client or help
desk support experience; or an equivalent combination of training
Minimum Qualifications: (Faculty and Academic Administrator
- Strong critical thinking skills.
- Familiarity with Active Directory or Azure.
- Experience with a formal work order tracking system including
creating, managing, and routing work tickets into queues.
- Experience with Microsoft 365.
Range 26, Steps 1-7, $5,466.33-$6,915.88. Initial placement for
external applicants is Step 1. An excellent benefits package which
includes medical, vision, dental, retirement, vacation, generous
sick leave package, and life insurance is available for the
employee and eligible dependents.
As soon as the successful candidate is identified and following the
subsequent governing board approval.
All application materials must be received on-line at https://jobs.swccd.edu
. Position is
open until filled. Applications received by the first screening
deadline of 11:59 p.m. on Friday, September 22,
are guaranteed to be reviewed by the selection
committee. Any application received after the deadline is not
guaranteed a review.
Monday-Friday: 7:00 a.m.-4:00 pm. (Approximately). Work schedule
may be adjusted to meet the needs of the office. Successful
candidate may be assigned to any of the campus sites (Chula Vista,
National City, Otay Mesa, and/or San Ysidro).
We regret we are unable to accept faxed, e-mailed, mailed, or hand
delivered application materials. Only complete application
materials submitted through SWC online system will be accepted. To
complete and submit your application for this position, please
visit our online employment website at https://jobs.swccd.edu
. All required
information must be submitted online before the review date and
time indicated on the job posting.
A confirmation number will be assigned if your application packet
has been successfully submitted. Assistance with the online
application process is available through the Human Resources Office
at 900 Otay Lakes Road, Chula Vista, CA 91910; telephone: (619)
482-6395 or e-mail to email@example.com.
It is the sole responsibility of the applicant to ensure that all
application materials are received by the review deadline date. A
separate, complete application packet is required for each position
for which you are applying for. All materials included in your
application packet become District property, will not be returned,
will not be copied, and will be considered for this opening
Candidates selected for employment with Southwestern Community
College District must be fingerprinted by an electronic
fingerprinting service (i.e. LiveScan) within 10 days of
employment; provide clearance of tuberculosis (dated within the
past 4 years and renewed every four years as a condition of
continued employment) within 60 days of employment; provide proof
of eligibility to work in the United States.
In addition to the above, for Faculty/Administrator positions
(only), successful candidate must submit official (sealed) college
transcripts confirming date degree conferred and/or a valid CA
Community College Credential.
Reasonable accommodations will be provided to candidates with
verified disabilities. Accommodation requests should be made at the
time the interview appointment is scheduled.
As an Equal Opportunity Employer and in compliance with the
Americans with Disabilities Act, Southwestern Community College
District will make reasonable accommodations for individuals with
The Southwestern Community College District shall not discriminate
against any person in employment or in any program affiliated with
the District on the basis of age, ancestry, color, ethnic group
identification, national origin, religion, race, sex, sexual
orientation, physical or mental disability, veteran status, or on
the basis of these perceived characteristics, or based on
association with a person or group with one or more of these actual
or perceived characteristics.
Notice of Availability of the Annual Security Report - Southwestern
College is committed to assisting all members of the community in
providing for their own safety and security. The Annual Security
Report is available on the SWCPD website at https://www.swccd.edu/student-support/safety-and-security/jeanne-clery-act/
If you would like to receive a hard copy of the Annual Security
Report, which contains this information, you can stop by the SWC
College Police Department or you can request that a copy be mailed
to you by calling (619) 482-6390.
The report contains information regarding campus security and
personal safety including topics such as: crime prevention; public
safety authority; crime reporting policies; programs to prevent
dating violence, domestic violence, sexual assault, and stalking;
the procedures the College will follow when one of these crimes is
reported; and other matters of importance related to security on
campus. The report also contains information about crime statistics
for the three most recent calendar years concerning reported crimes
that occurred on campus; in certain off-campus buildings or
property owned or controlled by the College or a recognized student
organization; and on public property within, or immediately
adjacent to and accessible from the campus.
This information is required by law and is provided by the SWC
College Police Department.
Drug and Alcohol Abuse Prevention Plan (DAAPP) - More information
about the DAAPP, including the Drug Free Environment and Drug
Prevention Program Policy and Procedure and Biennial report can be
found in the Health and Safety Section of the campus Consumer
Information page ( http://www.swccd.edu/index.aspx?page=1084
To apply, visit: https://jobs.swccd.edu/postings/4346