Help Desk Technician
Santa Rosa Junior College
Salary: $5,324.00 - $6,476.00 Monthly
Job Type:
Job Number: 21-01219
Location: Sonoma County, CA
Department: Information Technology
Closing: 8/3/2023 11:59 PM Pacific
DescriptionFILING DEADLINE: August 3rdIt is the candidate's responsibility to be sure that ALL required materials are submitted by the filing deadline to be given consideration.
COMPENSATION AND BENEFITS:
• Salary Range: $5,324 -$6,476 per month (22/23 Classified Salary Schedule); maximum initial placement at mid-range, which is $5,875 per month (placement within this range is based on assessment of previous experience as documented in application materials).• Fringe Benefits: The District offers a competitive health & benefits package for employees and eligible dependents. You can learn more on our https://hr.santarosa.edu/benefits.• Leave/Holiday time: Full-time classified Unit members earn 8 hours of sick leave and start off accruing hours of vacation for each month worked (accrual rate increases after third year of employment and rates are pro-rated for part-time employees). Employees are also compensated for holidays recognized by the District (17 holidays/year, pro-rated for part-time employees).
JOB DESCRIPTION:The Information Technology (IT) department is seeking one qualified individual with demonstrated technical support and customer service skills to join an outstanding team to provide high quality Information Technology (IT) support services to all technology users in the Santa Rosa Junior College district. Under general supervision, provides Tier 1 and some Tier 2 technical software, hardware and network problem resolution to all District computer users by performing question/problem diagnosis and guiding users through step-by-step solutions over the phone, in person or via email, while maintaining confidentiality; clearly communicates technical solutions in a user-friendly, professional manner; provides end-user training as needed; assists staff in the department as needed; troubleshoots a wide variety of computer peripheral problems; escalates problems on to appropriate Information Technology staff as needed; conducts hardware and software inventory database maintenance and reporting; and performs related work as required.
This is a regular, full-time (1.0 FTE), 12-month, classified position. The tentative work schedule will be Monday through Friday from 8:00 a.m. to 5:00 p.m. This position is contingent upon funding and Board approval.
SCOPE:The Help Desk Technician fields all Help Desk inquiries from District employees and assists in developing and maintaining technical support documentation, coordinates the deployment, maintenance and on cycle upgrading of technology equipment; assists with District user authentication system; and coordinates warranty service with third-party vendors.
DEPARTMENT DESCRIPTION:The IT Department is responsible for providing network, server, telecommunication, computing hardware, software, and instructional computing classroom and lab support for all staff, faculty, and students at the Sonoma County Junior College District.
ABOUT SRJC:Santa Rosa Junior College has been an integral part of the Sonoma County community and its rich history, beauty and culture for more than 100 years. Many of SRJC's students are drawn to the college for its academic excellence, superb faculty and staff, comprehensive student services and beautiful grounds. SRJC's mission is to passionately cultivate learning through the creative, intellectual, physical, social, emotional, aesthetic and ethical development of our diverse community. At SRJC, we value learning that includes:
• Excellent and innovative instruction and support services;• A learning- and learner-centered environment;• A welcoming physical environment;• Equity-minded faculty and staff with a caring and supportive attitude among faculty and staff;• Access to programs and courses that lead to transfer and/or gainful employment.• Access to lifelong learning opportunities
In 2021, SRJC served approximately 21,000 students each semester and is committed to diversity, equity, inclusion and anti-racism. SRJC is a designated Hispanic-Serving Institution (HSI), reflecting the great responsibility that the College has to the educational attainment and economic well-being of the surrounding community. We also support diverse learning communities including, APASS, HSI Connections, Puente, Umoja. SRJC received the INSIGHT Into Diversity Higher Education Excellence in Diversity (HEED) Award for the past three consecutive years and SRJC was the only California Community College recipient of this award. This award recognizes colleges and universities that demonstrate an outstanding commitment to diversity and inclusion. The ideal candidate will share SRJC's commitment to be an inclusive, diverse and sustainable learning community that engages the whole person.
https://www.youtube.com/watch?v=coaYwdkraGY
Essential FunctionsKEY DUTIES AND RESPONSIBILITIES:Examples of key duties are interpreted as being descriptive and not restrictive in nature. Incumbents routinely perform approximately 80% of the duties below.
• Identifies, diagnoses, and resolves Tier 1 and some Tier 2 problems including but not limited to: software and hardware, network, email, phone system, and new technology over the phone, in person or via email; communicates solutions to end-users.• Provides one-on-one end-user problem resolution over the phone, in person or via email for District approved software and hardware. On an as needed basis, provides training for end-users on a wide variety of technology related topics.• Delivers, inventories, sets up, and configures desktop hardware, software and peripherals.• Performs desktop hardware repair on computer equipment and peripherals and coordinates timely repair of computer equipment requiring third-party vendor contact.• Coordinates computer equipment loan program.• Assists with enabling and disabling of District user authentication system accounts.• Assists in the creation of end-user documentation. EMPLOYMENT STANDARDS
ABILITY TO:Deliver technical customer support over the phone, in person, or via email in a calm and professional manner; maintain current knowledge of emerging information technology trends and developments; identify, troubleshoot, prioritize and resolve a wide range of technical computer-related problems; make the distinction between Tier 1, 2 and 3 end-user problems; identify, evaluate and solve end-user problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
KNOWLEDGE OF:Desktop operating systems, various software applications and computer hardware; principles and theories of network systems and management; Internet technologies and products; basic understanding of electrical safety procedures.
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Minimum QualificationsCandidates/incumbents must meet the minimum qualifications as detailed below, or file for equivalency. Equivalency decisions are made on the basis of a combination of education and experience that would likely provide the required knowledge and abilities. If requesting consideration on the basis of equivalency, an Equivalency Application is required at the time of interest in a position (Classified equivalency decisions are made by Human Resources, in coordination with the department where the vacancy exists, if needed.)
EDUCATION:Graduation from High School with some related college level coursework and industry-related certification such as A+ or MCTS (Microsoft Certified Technology Specialist).
EXPERIENCE:Previous experience providing end-user phone support for current computing hardware and current application packages OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.
LICENSE OR CERTIFICATE:This classification requires the use of a personal or District vehicle while conducting District business. Must possess a valid (Class C) California driver's license and an acceptable driving record.
SPECIAL REQUIREMENTS:Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking. The selected candidate selected will need to successfully pass a pre-employment medical examination as a condition of employment.
Application ProceduresIn order to be considered for these positions, applicants must provide the following:
• A completed Santa Rosa Junior College Employment Application and responses to Agency-wide Questions. Please note resumes are not a substitute for completing the "Work Experience" section of the employment application. Applications will be considered incomplete if no work experience is listed, or if other required application fields are missing or incomplete.• Contact information (phone number and email address) for three professional references. One reference must be from a supervisor.• A brief cover letter explaining your interest in these positions, including how you meet the minimum and preferred requirements and are qualified to perform the essential functions as listed in this section of the job posting.• Current Resume.• Copies of transcripts of all college-level coursework, including confirmation of degrees. If selected for the position, official transcripts must be submitted prior to employment. Unofficial copies (both sides) will be accepted if the unofficial document includes a seal, watermark, or other proof that the document was provided by an educational institution.• If transcripts are from an institution outside of the United States, applicants must provide a formal evaluation of their foreign degree(s) at the time of application. https://hr.santarosa.edu/minimum-qualifications-equivalency-and-foreign-degrees
6. If you do not possess minimum qualifications as noted under the Minimum Qualifications Section of the job posting, you must complete and attach the https://hr.santarosa.edu/sites/hr.santarosa.edu/files/ClassEquivAppfinal.pdf https://get.adobe.com/reader/ and supporting documents, including narrative synopsis, to your employment application in order to be considered.7. A current DMV Driver report (within the last six (6) months verifying a good driving record.8. Verification of current industry-related certification, such as A+ or MCTS (Microsoft Certified Technology Specialist).
PLEASE SUBMIT ONLY MATERIALS REQUESTED.
Following the filing deadline, applications which are complete for screening will be reviewed by a screening committee. Approximately 2-4 weeks after the filing deadline, Human Resources will notify you whether or not you have been selected for an interview. Those applicants most suitably qualified for the position will be invited to interview with a Screening Committee.
If you are in need of special services or facilities due to a disability in order to apply or interview for this opening, please contact Human Resources.
MORE ABOUT SRJC HUMAN RESOURCESBUSSMAN HALL ANNEXMAILING ADDRESS: 1501 Mendocino Avenue, Santa Rosa, CA 95401PHONE: (707) 527-4954EMAIL: Please contact Jamie Cook at mailto:Jcook@santaros.edu
The office is located in Bussman Building Annex on the Santa Rosa campus. All documents included in your online employment application become the property of the District. Your employment application for this opening will not automatically be considered for future openings. New employment application(s) must be submitted for each opening.
CONDITIONS OF EMPLOYMENT (Prior to beginning employment):
• In accordance with Federal Law, all employees must provide proof of eligibility to work in the United States.• Successful candidates will be extended a conditional job offer and will be required to undergo background screening prior to their first day of employment in order for an individual assessment to be conducted prior to commencing employment. Candidates must be fingerprinted in California and have background clearance (at applicant's expense);• Must successfully pass a pre-employment physical examination as a condition of employment (at the District's expense). Candidates selected for the position will need to successfully pass a pre-employment physical examination as a condition of employment.• Must take a Tuberculosis (TB) test (once hired and every four years thereafter).• Within 6 months of employment, must complete required District trainings such as Title IX, Mandated Reporter.• Employees who work on-site or access District facilities: Beginning January 1, 2022: provide proof of full vaccination. For more details, see https://covid.santarosa.edu/vaccine-requirement-employees.Campus Security Policy and Campus Crime Statistics Act (Jeanne Clery Disclosure)Sonoma County Junior College District's annual security report includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by Sonoma County Junior College District; and on public property within, or immediately adjacent to and accessible from, the campus. The report also includes institutional policies concerning campus security, such as policies concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. https://police.santarosa.edu/. Paper copies of the full report are available upon request by contacting Police Department Records at (707) 527-4963 or by visiting the Sonoma County Junior College District Police Department located at 2032 Armory Drive, Pedroncelli Center, Santa Rosa Campus.
Non DiscriminationThe Sonoma County Junior College District does not discriminate on the basis of race, religious creed, color, national origin, ancestry, ethnic group identification, physical disability, mental disability, medical condition, genetic condition, marital status, sex, gender, gender identity, gender expression, genetic information or sexual orientation in any of its policies, procedures or practices; nor does the District discriminate against any employees or applicants for employment on the basis of their age. This non- discrimination policy covers admission, access and treatment in District programs and activities-- including but not limited to academic admissions, financial aid, educational services and athletics--and application for District employment.
https://strategic-planning.santarosa.edu/
VISION: Santa Rosa Junior College commits to setting the standard in cultivating an accessible, open, barrier-free, sustainable environment for students, employees, and the community. The college envisions equitable, impactful, transformative, enriching, and holistic learning opportunities that inspire our students to thrive.
MISSION: Santa Rosa Junior College transforms the lives of our culturally rich student body, employees, and community by cultivating a welcoming and antiracist environment, centered on social responsibility and cultural awareness. We offer exceptional teaching and learning in support of associate degree, certificate, transfer preparation, workforce preparation and community education programs, integrated with comprehensive student support services.
• We focus on student learning by preparing students for transfer; by providing responsive career and technical education; and by improving students' foundational skills.• We provide a comprehensive range of student development programs and services that support student success and enrich student lives.• We support the economic vitality, social equity and environmental stewardship of our region.• We promote personal and professional growth and cultivate joy at work and in lifelong learning.• We foster critical and reflective civic engagement and thoughtful participation in diverse local and global communities.• We regularly assess, self-reflect, adapt, and continuously improve.
Equal Employment OpportunitySRJC attracts and retains the most qualified faculty and staff from diverse backgrounds. This is achieved through an inclusive recruitment strategy and a rigorous, thorough hiring process that begins with the fair and consistent evaluation of each application for minimum qualifications and demonstrated skills specific to each position/assignment. Because the ability to serve students from broad cultural heritages, socioeconomic backgrounds and genders is a key commitment of the District mission, SRJC actively encourages applications from candidates who recognize the value that diversity brings to a professional educational community.
The Sonoma County Junior College District is an Equal Opportunity Employer.
To apply, please visit https://apptrkr.com/4396679
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