Help Desk Support Specialist

files/jobdescription_csea_help_desk_support specialist.pdf 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 . 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. 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. 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 staff. 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 prescribed processes. 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. 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 students and 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-$6,915.88. 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. Salary Schedule: Classified Bargaining Unit 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). Start Date: As soon as the successful candidate is identified and following the subsequent governing board approval. Initial Screening Deadline: All application materials must be received on-line at . 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. Tentative Timeline (Subject to Amendments): | September 6-22, 2023 | Position advertised; District receives applications | September 22, 2023 | Initial screening deadline for guaranteed consideration. Position open until filled. | October 2-13, 2023 | Committee reviewing applications. | October 16-20, 2023 | Search Committee interviews candidates. | November, 2023 | Employment start date pending Governing Board approval. Open Until Filled No Special Instructions to Applicants: Equivalency (Academic Faculty Positions Only) Equivalency (Academic Faculty Positions Only)" section to read as follows, "To teach classes at Southwestern Community College District, an applicant must have completed coursework that meets the California Community College's Chancellor's Office Minimum Qualifications for Faculty. In some cases, an applicant who does not possess the exact degree title(s) listed by the State may meet State requirements for equivalency. In this case, the District follows a process to determine equivalency. If this is the case, please complete the Supplemental Equivalency Application , for Academic Employment and upload this form with your online application. Foreign Degrees: Foreign degrees require an evaluation for United States equivalency from an agency having membership with the National Association of Credential Evaluation Services, Inc. Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying. For your convenience, we have provided the NACES (National Association of Credential Evaluation Services) membership list to assist you in complying with this requirement; click on the Helpful Job Tips link on the navigation bar. You may use any other certified transcript evaluation service at your disposal. 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 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: View phone number on click.appcast.io or e-mail to View email address on click.appcast.io. 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 . 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 View phone number on click.appcast.io. 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 ( ) Selection Procedure: A screening committee will evaluate applicants, taking into account the breadth and depth of relevant education, training, experience, skills, knowledge, and abilities. Selected applicants will be invited for an interview. INTERVIEW TRAVEL COSTS MUST BE BORNE BY THE APPLICANT. We reserve the right to re-open, re-advertise, delay or cancel filling this position. If additional positions become available in this classification, applications received in response to this posting may be considered for those additional positions for up to 90 days after final board approval. HR Contact Information: Southwestern Community College Human Resources (Bldg. 46B-150) 900 Otay Lakes Road Chula Vista, CA 91910 View phone number on click.appcast.io #J-18808-Ljbffr