Information Technology Technician (Help Desk)

Position Summary Definition: The Department of Information Technology Department is seeking a talented individual to fill the position of Information Technology Technician (Help Desk). Comprised of two colleges, West Valley College and Mission College, we are located in the heart of Silicon Valley. Our staff and faculty are among the most qualified in the state and our students appreciate our two colleges for our friendly staff and supportive atmosphere. Under the direction of the Director of Educational Technology Services, this position will perform responsible technical duties related to instructional and classroom technology; provide project support for new and modified systems; and install and configure audio visual, computers, and related peripheral equipment. Applicants who possess the knowledge, skills and life experiences to address the cultural and educational needs of a diverse student population are encouraged to apply. Assignment 100% full time, 37.5 hours per week, 12 months per year, anticipated start date September 14, 2026. Schedule may change to include some evening or weekend hours as needed. This position is a member of the West Valley-Mission Classified Employees Association (WVMCEA), Office, Technical & Business Services Employee Unit. Work Location: West Valley College Campus in Saratoga, CA. Salary and Benefits Anticipated Hiring Range: $9,817.67 – $10,734.17 monthly (WVMCEA Salary Schedule, Range 72, Steps A-C). Benefits include: employer-contributed medical, dental and vision for employee, spouse, and/or dependents; employer-paid long-term disability for employee; voluntary life insurance; 14 paid holidays, plus 1 floating holiday annually; paid non-workdays between Christmas and New Year; 12 days vacation leave accrued annually (rate increases step-wise up to maximum 22 days vacation leave accrued annually); 12 days sick leave accrued annually; personal necessity leave and personal business leave; educational growth incentive program from $45 to $225 monthly; 1000 longevity award annually after 10 years of service and $1,500 longevity award annually after 15 years of service; CalPERS retirement; position is union affiliated with required dues. Minimum Qualifications Any combination of experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be: Education: Equivalent to an Associate’s degree from an accredited college with major coursework in instructional systems or a related field. Experience: Two years of responsible technical instructional technology experience. Understanding of, and sensitivity to the diverse academic, socio-economic, ethnic, religious and cultural backgrounds, disability, and sexual orientation of community college students, faculty and staff. Desired Qualifications Experience providing technical support in a higher education, K-12, or public sector environment. Experience using IT Service Management (ITSM) platforms such as Freshservice, ServiceNow, or similar ticketing systems. Experience supporting Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Entra ID (Azure Active Directory). Experience deploying, imaging, configuring, and troubleshooting Windows desktop and laptop computers in a managed enterprise environment. Experience supporting computer labs, classroom technology, instructional software, or other academic computing environments. Experience with endpoint management solutions such as Microsoft Intune, Microsoft Configuration Manager (SCCM), or similar device management platforms. Experience maintaining hardware and software asset inventories and coordinating computer lifecycle replacement projects. Demonstrated commitment to providing exceptional customer service and technical support to a diverse community of faculty, staff, and students. Knowledge and Abilities Knowledge of: Basic instructional technology systems related to area of assignment; Basic operational characteristics of instructional technology related to area of assignment such as computers, mobile devices, audio visual, network and communication systems; Basic methods, tools, and techniques of testing, troubleshooting, problem solving and maintenance of hardware and software related to instructional technology; Principles and practices related to area of assignment such as computers, mobile devices, audio visual, network and communication systems; Principles and techniques of advanced troubleshooting related to area of assignment such as computers, mobile devices, audio visual, network, communication systems and other media; Principles and practices of project management and workflow process. Ability to: troubleshoot problems related to area of assignment such as computers, mobile devices, audio visual, network and communication systems; identify and locate the source of the problem; diagnose problem and develop logical, reliable solutions; and initiate corrective actions; install, maintain, repair and modify a variety of computer equipment, software, audio visual, communications and electronic equipment and systems; train less experienced staff; write procedures and documentation; read, comprehend and retain technical information; perform instructional technology hardware and software customer support duties; review documents and identify procedural issues; sit at a desk for long periods; walk, bend, or stoop while installing/repairing equipment; twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone, and write or use keyboard to communicate; lift or carry weight of 30 pounds or less; learn the operations and functions of an assigned business unit; track service requests and trouble reports; ensure problems are resolved; communicate technical issues to individuals with varying degrees of information technology knowledge; organize and manage multiple priorities; provide on-call service during off hours, evenings, weekends and holidays; use sound judgment; maintain regular attendance; adhere to prescribed work schedule; utilize safety procedures; communicate effectively orally and in writing; relate effectively with people of varied backgrounds using tact, diplomacy and courtesy; establish and maintain effective, cooperative and collaborative working relationships. Examples of Duties and Responsibilities Plan, prioritize, and review the work of staff assigned to a variety of information technology support duties. Develop schedules and methods to accomplish assignments ensuring work is completed in a timely and efficient manner. Participate in evaluating the activities of staff, recommending improvements and modifications. Provide and coordinate staff training; work with employees to correct deficiencies. Implement and maintain systems to support faculty and staff computers remotely. Provide assistance to customers with both desktop and server technologies. Perform the most difficult and complex work related to implementation and maintenance of district client server technologies. Build and maintain positive working relationships with co-workers, other district employees and the public using principles of good customer service. Foster an environment that embraces diversity, integrity, trust, and respect. Be an integral team player, which involves flexibility, cooperation, and communication. Perform related duties as assigned. EEO Statement West Valley-Mission Community College District is an Equal Opportunity Employer that seeks to employ a diverse workforce who will contribute to an inclusive and welcoming educational and employment environment. The District is committed to nondiscrimination on the basis of ethnic group identification, race, color, national origin, religion, age, sex, physical disability, mental disability, genetic information, ancestry, gender identity, gender expression, sexual orientation, language, accent, citizenship status, transgender status, parental status, marital status, economic status, military or veteran status, and medical condition consistent with applicable federal and state laws. #J-18808-Ljbffr West Valley College