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Help Desk Support Specialist

Employer
Southwestern College (CA)
Location
California, United States
Salary
Salary Not specified
Date posted
Nov 21, 2023


Help Desk Support Specialist

Southwestern Community College District

Work Site:

Department: Institutional Technology

District Values
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.

Responsibilities:
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 classification. 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.
  1. 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 problems.
  2. 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 issues.
  3. 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.
  4. 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.
  5. Creates documentation of established resolutions, procedures, workflows, diagnostics that may be customer facing or for internal staff.
  6. Maintains a professional demeanor and a positive attitude while managing customer relationships; sets expectations for timely resolutions within established policy and procedure.
  7. Monitors or executes batch processes for IT automated systems via prescribed operational procedures.
  8. Prepares computers and peripherals for deployment or surplus disposal, using flash drives, command line instructions, or other prescribed processes.
  9. 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.
  10. Performs related duties and responsibilities as required.


Knowledge and Abilities:
MUST HAVE KNOWLEDGE OF:
  • 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 issues.
  • 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 equipment.
  • 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 District staff.
  • Principles and practices of developing and maintaining technical documentation.
  • Record keeping and filing system methods, principles, and practices.
  • The structure and content of the English language, including the meaning and spelling of words, rules of composition and grammar.
  • Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.


MUST HAVE ABILITY TO:
  • 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 applications.
  • 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.


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 be:
Any combination equivalent to: An associate degree in computer science or closely related discipline
AND

Two (2) years of general technical computer experience, INCLUDING one (1) year of direct client or help desk support experience; or an equivalent combination of training and experience.

Minimum Qualifications: (Faculty and Academic Administrator Positions Only)


Desirable Qualifications:
  • 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.


Salary
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.

Start Date

As soon as the successful candidate is identified and following the subsequent governing board approval.

Screening Deadline
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, 2023 are guaranteed to be reviewed by the selection committee. Any application received after the deadline is not guaranteed a review.

Work Schedule:
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).

Additional Information:
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 employment@swccd.edu.

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 only.

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 disabilities.

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/"> 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





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