Definition
Under the supervision of an administrator, serve as a point of contact for the Information Technology Services (ITS) Department for technical support issues on hardware, applications and related technologies. Be responsible for providing technical assistance to troubleshoot basic problems with computer hardware and software.
Employment Information
- This is a temporary substitute position, limited to a maximum of 165 working days within a fiscal year.
- This position is not eligible for medical, dental, or vision benefits through the District.
- Holidays and vacations are unpaid.
- Sick leave is accrued in accordance with applicable state law.
- Employees who work over 1,000 hours in a fiscal year will be enrolled in CalPERS.
- This is for two vacancies.
Duties and Responsibilities
Essential Duties:
- Troubleshoot software and hardware issues through diagnostic techniques;
- Direct advanced technical issues to the next level of ITS support;
- Conduct follow-up communication with users; identify recurring problems and recommend improvements;
- Carefully document all problems and resolutions;
- Conduct inventories of District software and hardware as directed; reconcile inventories with purchase orders as assigned.
- Provide excellent service;
- Communicate professionally and efficiently in all interactions;
- Configure and deliver computer hardware and provide set up of equipment as assigned;
- Organize and support ITS-related trainings by completing tasks including, but not limited to: reserving conference rooms and duplicating training materials;
- Enter data into appropriate databases;
- Maintain records as directed;
- Demonstrate sensitivity to and respect for the diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds of the College's students, faculty, staff, and community.
- Effectively engage and support historically disproportionately impacted groups by addressing issues of equity and improving culturally responsive service-oriented practices;
- Performs related duties as assigned.
Knowledge, Skills, and Abilities
Knowledge:
- A wide variety of hardware and software including enterprise resource planning systems;
- Incident/ticket management systems;
- Software and hardware troubleshooting techniques;
Skills:
- Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological equipment to assist users and troubleshoot basic problems, including but not limited to: log in issues, printer problems, and hardware malfunctions;
- Use incident/ticket management systems to prioritize and respond to requests for assistance;
- Use general office software and equipment to complete logs and document activities;
- Provide in-person and remote assistance to users.
Ability:
- Ensure effective customer service in diagnosing and resolving basic technical issues;
- Remain calm under stressful situations; thrive in a team atmosphere;
- Apply critical thinking techniques to assist users in resolving technical issues with computer hardware and software;
- Effectively prioritize and complete work assignments;
- Communicate effectively, orally and in writing;
- Develop and maintain effective relationships with coworkers of varying technological skill levels.
Minimum Qualifications
Any combination of a Bachelor's degree in a related field and job experience or training in network and or/or computer systems and technologies. Experience working in an educational setting and among users with varying levels of familiarity with technology.
AND
Must have evidence of responsiveness to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, as these factors relate to the need for equity-minded practices.
Physical Demands
This position requires physical abilities needed to work in a standard office setting, including but not limited to: standing and/or sitting for prolonged periods; frequent stooping, bending, kneeling, and twisting; frequent lifting, carrying, pushing and/or pulling moderate and heavy amounts of weight; operating office equipment which may require repeated fine motor skills (e.g.: keyboard use); and the ability to communicate in written and verbal forms. The position requires vision and hearing in normal ranges (with or without correction) sufficient to operate any assigned equipment and the ability to clearly communicate with others in written and verbal forms.
In addition to the above, the assignment will require the ability to work at heights in various settings and in enclosed spaces, and/or operate machinery required to complete assigned tasks. The work may also include physical labor, including but not limited to: climbing and balancing. The employee may be in environments which contain dust or odors related to the work being undertaken.
Environmental Elements
Work will primarily be in an indoor office environment with frequent contact with others.
Required Application Materials
- Resume/Curriculum Vitae.
- A list of three (3) professional references including name, position, organization, phone number, email, and relationship to the applicant.
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