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Help Desk Support Specialist

4 months ago

Chula Vista, United States Southwestern Community College District Full time

Hours Per Week:
40

Funding Source: District District Values:
Incumbents in District positions are expected to exhibit an equity-minded focus, responsiveness, and sensitivity to and understanding of the diverse academic, socioeconomic, cultural, gender identity, sexual orientation, and ethnic backgrounds of community college students, and employees, including those with physical or learning disabilities, and successfully foster and support an inclusive educational and employment environment.

**Job Description**:
**Responsibilities**:
Under general supervision of immediate supervisor, provides technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues; troubleshoots user accounts, validates assigned software licenses, and responds to issues via the work order tracking system; receives, diagnoses, and provides immediate solutions for hardware, software and user, network, and security access issues; ensures quality customer service to users and follow-up on reported problems; maintains awareness of the full range of information technology (IT) services and products and escalates issues that cannot be resolved at the help desk level; and performs related duties as assigned.

**REPRESENTATIVE** **DUTIES**:

- The following duties are typical for this classification_. _Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices_.
- Provides technical resolutions for hardware, software systems, and network related problems in a timely manner; enters detailed description of user’s problem in an assigned database; prioritizes requests and labels according to established procedures.
- Creates and monitors IT system work orders; routes any unresolved issues to the next level of support work queues; escalates urgent or emergency situations to supervisor.
- Creates documentation of established resolutions, procedures, workflows, diagnostics that may be customer facing or for internal staff.
- Assists with updating login credentials and security groups; validates user or device-based software licensing.
- Monitors or executes batch processes for IT automated systems via prescribed operational procedures.
- Performs related duties and responsibilities as required.

Knowledge & Abilities:
**MUST** **HAVE** **KNOWLEDGE** OF**:

- Principles, practices, methods, techniques, materials, tools, and equipment required for installation, maintenance, and troubleshooting of hardware, software, computer and peripheral equipment, network, security, and server infrastructure issues.
- Principles of user account security authentication and multi-factor authentication (MFA).
- Operational concepts and characteristics of computer, network, server, and security systems, hardware, software, and peripheral equipment.
- Methods and techniques of eliciting information and performing diagnostic procedures on information technology systems.
- Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and District staff.
- Record keeping and filing system methods, principles, and practices.
- The structure and content of the English language, including the meaning and spelling of words, rules of composition and grammar.
- Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

**MUST** **HAVE** **ABILITY** TO**:

- Understand, interpret, and explain systems solutions to users; research technical materials to provide solutions to problems.
- Communicate technical information to non-technical users.
- Meet deadlines in a fast paced and changing environment; handle multiple assignments simultaneously.
- Use tact, initiative, prudence and judgment within general policy and procedural guidelines.
- Work with and exhibit sensitivity to and understanding of the diverse racial, ethnic, disabled, sexual orientation, and cultural populations of community college students.
- Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
- Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
- Learn and adapt to changing technology and equipment used in the performance of assigned duties.

Education & Experience:
Any combination of training and experience which would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:
Any combination equivalent to:
An associate degree in computer science or closely related discipline

**AND**

Two (2) years of general technical computer experience, **INCLUDING** one (1) year of direct client or