Help Desk Support Specialist - Chula Vista, United States - Southwestern Community College District

Southwestern Community College District
Southwestern Community College District
Verified Company
Chula Vista, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Posting Number:

0601494


Open Date:

05/06/2024


Position Title:

Help Desk Support Specialist


Working Title:


Department:

Institutional Technology


Work Site:

Main Campus: 900 Otay Lakes Road, Chula Vista, CA 91910


FLSA:

Non-Exempt


Position Type:

Classified Bargaining/Staff (Permanent Contract)


Months of Service:

12 months


FTE:

1.0 (full-time)


Hours Per Week:

40


Funding Source:
District


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_.
  • Provides technical resolutions for hardware, software systems, and network related problems in a timely manner; enters detailed description of user's problem in an assigned database; prioritizes requests and labels according to established procedures.
  • 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 staff.
  • Assists with updating login credentials and security groups; validates user or devicebased software licensing.
  • Monitors or executes batch processes for IT automated systems via prescribed operational procedures.
  • Performs related duties and responsibilities as required.

Minimum Qualifications (Faculty and Academic Administrator Positions Only)

Desired 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.

Licenses and Other Requirements:


All District employees must participate in the COVID-19 Vaccination Program, which requires them to be fully vaccinated against COVID-19 unless they receive an approved medical or religious exemption.


Working Conditions:


  • The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job_. _Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions_.

Environment:

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.

Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental or District policies and procedures.


Physical:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to stoop, bend, kneel, crouch, reach overhead, above shoulders or horizontally, and twist; to push, pull, lift, and/or carry moderate amounts of weight up to 50 lbs.; to operate small hand tools and office equipment requiring repetitive hand movement and dexterity of hands and fingers and fine coordination including use of a computer keyboard and audio visual equipment; and hearing and speaking to verbally communicate to exchange information.


Vision:
See in the normal visual range with or without correction to read and to enter and retrieve data.


Hearing:
Hear in the normal audio range with or without correction.


Salary:

Range 26, Steps 1-7, $5,466.33-$6, An excellent benefits package which includes medical, vision, dental, retirement, vacation, generous sick leave package,
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