Help Desk Support Specialist

1 day ago


Chula Vista, California, United States InsideHigherEd Full time
Job Title: Help Desk Support Specialist

Southwestern Community College District is seeking a highly skilled and experienced Help Desk Support Specialist to join our team. As a Help Desk Support Specialist, you will be responsible for providing technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues.

Key Responsibilities:
  • Provide technical assistance and support to users via phone, email, or work order system.
  • Troubleshoot user authentication, multi-factor authentication, user/device-based and perpetual software licensing, district-owned cloud-based web applications, desktop software operation, printer assignments, mobile phone applications, and smart-classroom technical issues.
  • Respond to a variety of user issues related to software applications, email, network and printer operations, internet functions, and desktop security issues.
  • 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.
  • Maintains a professional demeanor and a positive attitude while managing customer relationships; sets expectations for timely resolutions within established policy and procedure.
Requirements:
  • Strong critical thinking skills.
  • Familiarity with Active Directory or Azure.
  • Experience with a formal work order tracking system including creating, managing, and routing work tickets into queues.
  • Experience with Microsoft 365.
Working Conditions:

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental or District policies and procedures.

Salary and Benefits:

Range 26, Steps 1-7, $5,466.33-$6, Initial placement for external applicants is Step 1. An excellent benefits package which includes medical, vision, dental, retirement, vacation, generous sick leave package, and life insurance is available for the employee and eligible dependents.



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