Computer Helpdesk Specialist

R-02012

San Diego County - District Office

Transforming lives through learning isn't just the vision of the Grossmont-Cuyamaca Community College District. It happens every day with our 30,000 students who take the first step in their higher education, become trained for a new career, or learn knowledge that transforms their world perspective.

The Grossmont-Cuyamaca Community College District honors a diverse academic community and fosters equity mindedness across our institutions. As such, the District is committed to eliminating achievement gaps among different student groups by promoting a culture of appreciation for diversity, equity, inclusivity, and social justice, and continuously examining our processes and practices through an equity lens.

The District provides an excellent health and welfare benefits package to its employees. We take care of our employees and have continued to offer medical, dental and vision coverage to eligible employees and their dependents at no charge for any of the plans we offer.

Become a part of this dedicated team in beautiful San Diego County!

Please read the entire job posting before your application is submitted. Important instructions to applicants are at the bottom of the page. Be attentive when applying as many of our positions require multiple attachments.

Please note: each page of the application will save upon clicking ‘next.' Draft applications can be accessed through the candidate home page.

Job Summary

Application Deadline: Wednesday, February 21, 2024 at 11:59 p.m.

NOTE: Application materials that are submitted on the last day of application and are timed out will not be accepted.

Department: District IT

Months worked out of the Year: 12 months

FTE: 1.0

Work hours: Monday - Friday, 8:00 a.m. - 5:00 p.m.

Shift Differential: None

Starting Salary Range:

Range: CL-29: $3,767 (Step A) or $3,984 (Step B)

Based on education and experience

Anticipated Start Date: April 2024

Job Description

SUMMARY:

Under the direction of an assigned supervisor, provide first line Helpdesk technical assistance to faculty, staff, and/or online students for various computer software applications and hardware systems; utilize helpdesk task documentation software to list calls that require follow-up action, and track trends to ensure quality customer service.

ESSENTIAL FUNCTIONS:

Maintain computer user satisfaction with professional and courteous response to service calls directed to the helpdesk.

Function as initial point of contact with users for computer technology.

Troubleshoot and solve computer problems whenever possible, and provide information that can be used to eliminate recurring problems.

Respond to e-mail or phone questions from users of technology related to dialup and network computer use.

Provide general troubleshooting advice and assistance to users of technology on network and account operations.

Assist computer users in activating and operating their network accounts and e-mail service.

Assist computer users in the operation of the District's standard software programs and operating systems.

Provide assistance with the use of multimedia and production software applications and technologies.

Input follow-up activities in the task list, using the task scheduler.

Forward calls to the District helpdesk when away from desk.

Ensure timely resolution of problems and document actions taken.

Report current status of network, closures, etc. to supervisors.

Report technical, software, maintenance and security problems to appropriate college personnel.

Maintain up-to-date knowledge of District network, e-mail, operating system, web page, and browser software issues, the content of the account/help directories on the web site, as well as common problems and troubleshooting techniques.

Provide information/recommendations for the update/improvement of the accounts and help directories on the college web site.

Maintain records, logs and files related the helpdesk; maintain inventory of supplies.

Perform related duties and responsibilities as required.

Online Student Support, including:

• Assist online students in accessing their course containers.

• Troubleshoot student network accounts and verify course management usernames and passwords.

• Provide general guidance about known utilities that interfere with course management software tools.

• Provide online student orientations to introduce basic competencies for functioning in an online learning environment.

• Act as a technical liaison between faculty and students.

• Maintain the student help desk website and deliver online training modules as needed.

Training Auxiliary Helpdesk Staff, including:

• Create and regularly revise training modules outlining help desk policies, procedures and priorities to meet objectives.

• Assist in training sessions to keep staff informed of new technologies to maintain and improve existing skill set.

• Coordinate auxiliary help desk staff activities for evening and weekend backup support and determine areas of need.

SECONDARY FUNCTIONS

Provide assistance with the use of multimedia and production software applications and technologies.

Provide information/recommendations for the update/improvement of the accounts and help directories on the college web site.

Perform related duties and responsibilities as required

Maintain currency in area of assignment to continue support services.

KNOWLEDGE AND ABILITIES:

KNOWLEDGE OF:

• Network/Client Operating Systems, and e-mail application, dial-up access

• Network and computer security principles and practices

• Anti-virus tools and file recovery

• Web publishing tools

• Operational characteristics of computer equipment including desktop computers, printers, software and peripherals

• Multimedia and production software applications and technology

• Technical aspects in field of specialty

• Operational and technical characteristics of telecommunications systems and equipment

• Principles and practices of customer service

• Methods and techniques used in troubleshooting various computer application/hardware problems

• Principles and procedures of record keeping

• Standard office procedures, methods and equipment including computers

ABILITY TO:

• Respond to requests and inquiries from computer users in a professional manner providing knowledgeable and courteous service.

• Document and maintain accurate records on computer user calls and resolutions, and prepare clear and concise reports.

• Understand and operate District standard software applications

• Communicate clearly and concisely, both orally and in writing.

• Understand and follow oral and written directions.

• Establish and maintain effective working relationships with those contacted in the course of work.

• Maintain currency of qualifications for area of assignment.

• Learn to use new software applications and teach it to others.

• Follow department policies and procedures

• Meet schedules and timelines

• Work independently with little direction.

• Train and provide work direction to others as required.

• Work as a member of a team.

EDUCATION AND EXPERIENCE:

Any combination equivalent to: graduation from high school and one year of college level course work in computer science or closely related field and two years of experience in the use of computer hardware/software applications.

WORKING CONDITIONS:

Computer support environment which may include computer labs, user offices, teaching and learning centers; lifting may include computers, peripherals and printers which may be up to fifty (50) pounds; frequent interruptions from phone and walk-in users, consistent telephone usage.

Additional Information

SPECIAL INSTRUCTIONS TO APPLICANTS:

Applicants may find it helpful to refer back to the job posting, specifically the special instructions, while applying. Consider saving the job description or opening a new browser window.

*ATTENTION* Application materials with pictures or personal information will render your application incomplete. Please do not include any materials that were not asked for.

Having the following materials prepared and ready to attach BEFORE beginning the application may make the application experience more seamless.

REQUIRED APPLICATION DOCUMENTS (APPLICANTS MUST SUBMIT THE FOLLOWING THREE ITEMS):

A current resume.

A 1 page cover letter addressing how you meet the qualifications of the position.

In a PDF or Word document please list and address the following 3 items:

• The Computer Desktop Operating Systems and Software Applications you have supported, listing the most recent first: (i.e.: Employer/Company, Begin - End Date, Desktop Operating System, Number of Users, and Applications Supported)

• The IT Hardware you have supported, listing most recent first: (i.e.: Employer/Company, Begin - End Date, IT Hardware, Number of Users, and State your duties in supporting hardware)

• List any Customer Service positions you have held, listing most recent first: (i.e.: Employer/Company, Begin - End Date, Type of Service, Face-to-face or Phone Support, and State your duties in this position)

*ATTENTION* Please upload .doc, .docx, or PDF files. If you are working on Google Docs or Mac files please be sure to save under .doc or PDF for file to upload correctly.

Under Federal Law, employers are required to verify that all new employees are eligible for employment in the United States. Prior to appointment to a position, you must present acceptable proof of your identity and authorization to work in the United States.

GCCCD is an Equal Employment Opportunity and Title IX employer.

Applicants who are protected under the Americans with Disabilities Act and who require accommodations for completing the application process or interviewing should notify the Human Resources Department by emailing mailto:D-HR-Jobs@gcccd.edu.

Offers of employment are contingent upon successful fingerprint clearance. A processing fee plus Live Scan fee will be required.

To apply, visit https://apptrkr.com/4975602.

The Grossmont-Cuyamaca Community College District, a two-college district in eastern San Diego County, has been providing a high-quality education to the region since Grossmont College opened its doors in 1961 and Cuyamaca College began operating in 1978. The district is tied closely to the suburban and rural communities that it serves, providing a $1 billion economic impact to the region through its payroll, purchasing, and spending by students and alumni.

The district has a strong commitment to diversity and equity with a student population representing a broad variety of backgrounds, ethnicities, socioeconomic levels, cultures and abilities. The district strives to provide an educational environment that fosters cultural awareness, mutual understanding, and respect that ultimately also benefits the global community.

The colleges offer more than 150 degrees and certificates in a wide range of programs. Both colleges have signature programs that have become well-renowned. Grossmont College is recognized for its top-notch Administration of Justice, Culinary Arts, Nursing and Allied Health and Theatre Arts programs, while Cuyamaca is known for its Automotive Technology, Ornamental Horticulture, Environmental Health and Safety and Water/Wastewater Technology programs.

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