Help Desk Technician

Victor Valley College

Salary: $42,036.00 Annually

Job Type: $ATSJobType

Job Number: 2022-196 HELPDESK

Location: CA 92395, CA

Department:

Closing: $Closing

Basic Functions

**FIRST DATE OF REVIEW IS SCHEDULED FOR MAY 4, 2022**

Connect2Success Call Center

Categorically Funded Position Higher Education Relief Funds (HERF)

(continued employment is subject to availability of funds)

The hours of these positions are Monday through Thursday, 12:30 p.m. - 9:00 p.m. and Fridays, 8:30 a.m. to 5:00 p.m. and some Saturdays, 8:30 a.m. to 12:00 p.m., as needed. Hours of employment are subject to change based on student or departmental needs.

Under the direction of an area administrator, the Help Desk Technician provides excellent customer service to users of computing resources on campus and is the primary level support for students in the use of Blackboard on-line learning systems. This includes troubleshooting problems as they arise, working on special projects to promote the efficient use of Blackboard and other electronic resources.

DESIRED QUALIFICATIONS:

• Exceptional interpersonal and rapport building skills

• A positive, patient, and empathetic attitude

• Strong time management and organizational skills

• Phone skills, including familiarity with complex or multi-line phone systems

• Customer focus and adaptability to different personality types

• Bilingual English/Spanish preferred

Representative Duties

Primary responsibility is user support and customer service. Be present and available to users requiring technical assistance. E

Respond to questions from callers, email and walk-ins;remotely assist students, staff, and faculty with technology problems in offices, classrooms and home or other off- campus locations. E Learn fundamental operations of supported software, hardware and other equipment. E

Provide assistance and troubleshooting for District online records and registration system as assigned; reset user IDs and passwords for students and faculty; assist faculty to input grades into the system; instruct and guide students through registration and payment processes and other related services available through online system. E

Follow standard Help Desk operating procedures; accurately log all Help Desk contacts, using approved call tracking software or documents. E

Attend all Help Desk training sessions. E

Become familiar with available help resources, stay updated on campus technology changes or problems. E

Become familiar with Technical Services policies, services and staff. E

Direct calls to appropriate Technical Services staff as necessary. E

Maintain reasonable discipline and decorum in the Help Desk area. E

Other duties as assigned by the area administrator

Requirements

EDUCATION AND EXPERIENCE:

Any combination equivalent to: graduation from high school supplemented by college level course work in business, Computer Information Systems (CIS) or related field AND two (2) years of full time responsible help desk, telephone support or clerical experience.

WORKING ENVIRONMENT AND PHYSICAL DEMANDS:

Disclosure:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal Office Environment:

While performing the duties of this job the employee is regularly required to use hands to type or handle materials, sit and view a computer monitor for extended periods of time, and hear and speak to communicate and provide information to others. The employee is occasionally required to reach and bend, and lift, carry, push, or pull up to 35 pounds.

Knowledge and Abilities

KNOWLEDGE OF:

Correct operations, procedures and methods of Computing & Information Resources and Technical Services departments.

Modern office practices, procedures and equipment.

District organization, operations, policies and objectives.

Modern database and spreadsheet programs.

Correct English usage, grammar, spelling, punctuation and vocabulary.

Proper telephone techniques.

ABILITY TO:

Friendly presence and helpful attitude, good interpersonal skills and ability to work well with others.

Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Ability to work responsibly with or without direct supervision.

Working knowledge of common operating systems and software applications.

Operate a variety of office equipment such as a copier and facsimile machine.

Operate a computer terminal to enter data, maintain records and generate reports.

Provide effective customer service including a high level of sensitivity, tact and patience.

Establish and maintain cooperative and effective working relationships with others, including those from diverse academic, socioeconomic, cultural, ethnic and disability backgrounds.

Provide work direction and guidance to others as assigned.

Work confidentially with discretion.

Work independently with little direction.

Communicate effectively both orally and in writing.

Meet schedules and time lines.

Prepare reports, correspondence and related materials.

THIS POSITION IS A FULL-TIME, (12) MONTH, $42,036.00 ANNUALLY (LEVEL 11 OF THE CLASSIFIED SALARY SCHEDULE).

APPLICATION PROCEDURES:

Appointment to this position is subject to availability of funds. *Salary Schedule subject to change.*

Campus hours are 7 a.m. to 10 p.m., Monday through Friday, and some weekend classes. The hours of these positions are Monday through Thursday, 12:30 p.m. - 9:00 p.m. and Friday, 8:30 a.m. to 5:00 p.m. Hours of employment are subject to change based on student or departmental needs.

To be considered a candidate for this position, all materials required should be received in the Victor Valley College Office of Human Resources by the First Review Date. Application materials may be accepted after this date, however, if a file is not complete by the First Review Date, the application may not be considered by the Screening Committee.

You may check your status at any time by logging into Victor Valley College Online Application Site at http://agency.governmentjobs.com/vvc/ with your username and password.

It is the applicant's responsibility to ensure that all requested materials are received. All material included in the application packet become District property, will not be returned, and will not be copied.

All information qualifying an applicant for the position must be included on the Victor Valley College application. To assist the District in determining whether an applicant meets the minimum requirements, descriptions of an applicant's present and past job duties should include details pertinent to the position for which he/she is applying.

Please note, the only form of communication you will receive throughout the recruiting and hiring process will be through email. It is your responsibility to check your email for any upcoming testing and/or interview dates. This recruitment may be used to fill future vacancies.

Resumes will be accepted with applications. Please note that the information provided on the application must be complete and will be the only information used to determine qualifications for the position. Please take this requirement very seriously. If it is unclear whether an applicant meets the minimum qualifications for the position from the application, that applicant will be disqualified.

It is not unusual for the District to receive hundreds of applications for a position. For this reason, it is advantageous to make the application as easy to review as possible.

A complete file consists of all of the following:

1. Completed electronically signed Victor Valley College application

2. Copies of college transcripts showing college coursework. (If you are using additional experience in lieu of educational requirements, please attach a document stating as such to the transcript attachment type or you will not be able to complete your application) NOTE: Degrees must be from an accredited institution. It is the responsibility of the candidate to include U.S. evaluations of non-U.S. transcripts with their application.

Victor Valley College is an Equal Opportunity Employer. Victor Valley College prohibits sexual harassment and assures that all employees will enjoy equal opportunity regardless of race, color, religion, marital status, sex, sexual orientation, national origin, age, disability, or status as a veteran. Employment acceptance or rejection shall be based on job-related qualifications.

To apply, please visit https://apptrkr.com/3022451

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