Help Desk Support Specialist


Job title: Help Desk Support Specialist

Company: Southwestern College

Job description: Help Desk Support Specialist Southwestern College Work Site: 900 Otay Lakes Road, Chula Vista, CA 91910 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 the direction of the Manager, Institutional Technology Operations or designee, receive, diagnose and provide immediate solutions for hardware, software and network related problems; gather technical details required to facilitate the development of higher level solutions; provide for follow-up on reported problems; maintain technical and operational knowledge of PC operating systems, network resources and other college applications and peripherals. Maintain user documentation source(s) to assist users with a knowledge base. REPRESENTATIVE DUTIES: 1. Provide technical resolutions for hardware, software systems and network related problems in a timely manner; enter detailed description of user’s problem in an assigned database; prioritize requests and label according to established procedures; understand the technology to provide accurate technical solutions. 2. Receive requests via email or telephone for assistance on desktop and computer related problems including hardware and software systems, peripherals, printers and related equipment; determine severity of problems; resolve or refer to appropriate technical staff; as appropriate, train users in resolving problems. 3. Troubleshoot a wide variety of user problems relating to various software applications, email, network and printer operations, internet functions and virus issues; respond to a variety of questions and inquiries. 4. Ensure quality customer service to users; ensure proper and accurate feedback on technical problems; coordinate communications between users and information systems staff. Develop and manage documentation to assist users with common issues. 5. Prepare and maintain a variety of logs, records and reports on help desk operations including status reports and problem resolution; maintain work request database files and operations including knowledge base. 6. Assist with updating Colleague and Network account security as needed. 7. Perform related duties and responsibilities as required. Knowledge and Abilities: MUST HAVE KNOWLEDGE OF: Operations, services and activities of a networked information systems program. Operating Systems commands and various computer applications. Methods and techniques of performing a wide variety of troubleshooting activities on computer hardware, software and peripheral equipment. Personal computer hardware and software components. Operational characteristics of personal computer equipment and peripheral equipment. Principles and practices of customer service. Principles and practices of record keeping. Office procedures, methods and equipment including computers and applicable software applications such as word processing spreadsheets, and databases. English usage, spelling, grammar and punctuation. MUST HAVE ABILITY TO: Serve as first contact in the provision of technical support to end users. Identify operational hardware/software problems. Troubleshoot, diagnose and repair system and applications malfunctions and maintain system operation. Provide efficient and effective user service, including training or documentation as required. Quickly respond to multiple and frequent requests and inquiries from users. Communicate technical information to non-technical users. Receive and report on basic to complex software and hardware malfunctions. Determine appropriate action within clearly defined guidelines. Prioritize and schedule work. Work independently in the absence of supervision. Maintain current knowledge of various systems applications and operations. 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. Establish and maintain effective working relationships with those contacted in the course of work. Education and Experience: Any combination equivalent to: graduation from high school supplemented by college level course work in computer science AND Four (4) years of computer-related experience with a wide range of computer software and at least one (1) year in customer service work. 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, $4,816.37-$6,093.56. 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, April 2, 2021 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/. 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/3341 Copyright �2017 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-8193d3738fffbf49a61f6ab7085309f0Jobelephant.com. Category: Technology, Keywords: Help Desk Specialist00 – 0Full-Time

Expected salary: $4816.37 – 6093.56 per month

Location: Chula Vista, CA

Job date: Thu, 18 Mar 2021 08:42:37 GMT

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