COMPUTER HELPDESK SPECIALIST  

Posting Number:
14-00041  

Position Type:
Staff  

Department:
G - Instructional Comp  

Site:
Grossmont  

FTE:
1.0  

Months:
12 Month  

Pay Grade Level:
CL-29; Step A or B  

Starting Pay Rate:
$3,050 or $3,225 per month  

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

Required Applicant Documents:
Resume
Supplemental Materials 1  

Special Instructions to Applicants:
Applicants, interested in applying to this position must submit all required application materials no later than the closing deadline, March 16, 2015. 

APPLICATIONS WITH PICTURES OR PERSONAL INFORMATION WILL BE CONSIDERED INCOMPLETE.  

Closing Date: 03-16-2015

Job Summary:

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.  

Minimum Qualifications:

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. 

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.  
Preferred Qualifications:
N/A  
Other Licenses and Certifications:
N/A  
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.  
General Employment Information:
Information provided by the applicant, other than that requested for statistical purposes by the Employment Services Office, which indicates candidate's gender, age, ethnicity, religious preference, etc. will be removed from the application. All submitted materials become District property and cannot be returned. 

BENEFITS: The Grossmont-Cuyamaca Community College District provides an excellent comprehensive benefits program including medical, prescription drugs, vision care, dental, life and income protection insurance, and membership in the Public Employees Retirement System (PERS) or the State Teachers' Retirement System (STRS). 

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. 

NOTE: Offers of employment are contingent upon successful fingerprint clearance. A $32.00 processing fee plus Live Scan fee will be required. 

Applicants who are protected under the Americans with Disabilities Act due to a disability and who require accommodations for completing the application process or interviewing, please notify the District Employment Services Department. Phone (619) 644-7639. 

To apply, please visit: http://apptrkr.com/585908

GCCCD is an Equal Employment Opportunity and Title IX employer.  

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