HELP DESK TECHNICIAN

Position Description POSITION SUMMARYThe Help Desk Technician reports to the Supervisor of Help Desk and Reprographics at the District Office. The work schedule is 12 months per year; 40 hours per week; Monday – Friday; 8:00 a.m. – 5:00 p.m. This position is represented by CSEA (California School Employees Association), Chapter 363.POSITION PURPOSEUnder the direction of the Help Desk and Reprographics Supervisor or assigned administrator, perform a variety of technical and skilled tasks in the Help Desk operation; respond to and assist in the diagnosis of problems through interactions with users including problem recognition, research, documentation, troubleshooting and resolution of problems.DISTINGUISHING CHARACTERISTICSThis position provides support for all standardized Information Technology products and services used at the District-wide locations and tracks all support requests. The Help Desk provides first level technology support for students, faculty, staff and administrators and communicates major IT outages and incidences according to management standards. The Help Desk Technician communicates with users to determine the source of the problem, troubleshoot and provide appropriate solutions.DUTIES AND RESPONSIBILITIES1. Provide first level technology support for users and assist with problem resolution in technical areas such as computers, printers, video, software, audio-visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc.2. Respond to user questions and inquiries in a timely manner through telephone, e-mail, text, social media, oral and written forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities.3. Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware.4. Follow up with users to ensure the reported problems are fully resolved.5. Use the Help Desk tracking software to log, assign, and track all support tickets. 6. Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner.7. Ensure assigned backup tapes are rotated according to the schedule and process.8. Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed.9. Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable.10. Monitor and manage the Help Desk voicemail, email, social media and other forms of communication.11. Research and recommend new products or procedures. Help identify and implement innovative solutions for users.12. Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services.13. Perform related duties as assigned.KNOWLEDGE, SKILLS AND ABILITIESKnowledge of:1. Principles of technical troubleshooting and problem solving.2. Principles of networking and computer functionality.3. Computer hardware systems, printers, software applications such as Microsoft used in college operations.4. Working knowledge of help desk software, databases and control of remote computers.5. Principles of training, support, and services to end-users.6. Principles of customer service.7. Principles of providing guidance to others.Skills and Ability to:1. Operate computer systems and related peripheral equipment.2. Communicate clearly and concisely both orally and in writing.3. Respond to inquiries in a courteous, tactful manner.4. Establish and maintain cooperative and effective working relationships with others.5. Work together in a team environment.6. Multitask, prioritize and meet task timelines.7. Work with attention to detail and independently with minimum supervision. Required Qualifications EDUCATION AND EXPERIENCE1. Associate’s degree in Computer Science or related field.2. Two years of experience increasingly responsible experience performing help desk operation function or related activities. District’s Diversity Demonstrated sensitivity, knowledge and understanding of the diverse academic, socioeconomic, gender identity, sexual orientation, cultural, disability, and ethnic background of groups historically underrepresented, and groups who may have experienced discrimination. Success integrating diversity as appropriate into the major duties outlined in the job description and in the duties listed in the District’s hiring policy; or demonstrated equivalent transferable skills to do so. Desired Qualifications DESIRED QUALIFICATIONS Bachelor’s degree from an accredited college or university in Computer Science, Computer Information Systems, or a closely related technical field. Possession of industry-recognized certifications such as CompTIA A+, Microsoft Certified Professional (MCP), and/or other network-specific credentials. Demonstrated proficiency with strong keyboarding skills and high typing speed. Prior experience in a Help Desk or Call Center environment, specifically supporting ERP systems, Web UI platforms, and/or self-service applications. Bilingual proficiency is considered a strong asset (desirable). Foreign Degree For positions that require a degree or coursework: Degree(s) must have been awarded by a college or university accredited by an accrediting body recognized by the U.S. Council on Post-Secondary Accreditation and/or the U.S. Department of Education. All degrees and credits earned outside of the United States must have a U.S. evaluation (course by course) of the transcripts and must be submitted with the application. Degrees earned outside of the U.S. without a U.S. credential evaluation attached, will not be considered. Working Environment Work Environment:1. Office environment.2. Constant interruptions.Physical Demands:1. Extended viewing of computer monitor.2. Hearing and speaking to exchange information in person or on the telephone.3. Dexterity of hands and fingers to operate a computer keyboard.4. Sitting for extended periods of time.