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.
- Serves as the initial point of contact for customers seeking technical assistance over the phone, email, or work order system; uses diagnostic techniques, asking pertinent questions and offering remote desktop assistance; determines severity of the issue and the best solution based on the situation; resolves or refers to appropriate technical staff; explains the problem-solving process to the customer, and as appropriate, guides users in resolving problems.
- Performs troubleshooting and validation for user authentication, multi-factor authentication (MFA), 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.
- Troubleshoots a variety of user issues problems relating to various software applications, email, network and printer operations, internet functions and desktop security issues; responds to a variety of questions and inquiries.
- 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.
- Maintains a professional demeanor and a positive attitude while managing customer relationships; sets expectations for timely resolutions within established policy and procedure.
- Monitors or executes batch processes for IT automated systems via prescribed operational procedures.
- Prepares computers and peripherals for deployment or surplus disposal, using flash drives, command line instructions, or other prescribed processes.
- Stocks IT storeroom and warehouse with new hardware including computers, monitors, and associated cables and parts; coordinates with warehouse staff to track technology orders; updates and maintains inventory logs.
- Performs related duties and responsibilities as required.
Minimum Qualifications (Faculty and Academic Administrator Positions Only)
Desired Qualifications:
- 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.
Licenses and Other Requirements:
All District students and employees must participate in the COVID-19 Vaccination Program, which requires them to be fully vaccinated against COVID-19 unless they receive an approved medical or religious exemption.
Working Conditions:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: 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. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to stoop, bend, kneel, crouch, reach overhead, above shoulders or horizontally, and twist; to push, pull, lift, and/or carry moderate amounts of weight up to 50 lbs.; to operate small hand tools and office equipment requiring repetitive hand movement and dexterity of hands and fingers and fine coordination including use of a computer keyboard and audio visual equipment; and hearing and speaking to verbally communicate to exchange information. Vision: See in the normal visual range with or without correction to read and to enter and retrieve data. Hearing: Hear in the normal audio range with or without correction.
Salary:
Range 26, Steps 1-7, $5,466.33-$6,915.88. 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.
Salary Schedule:
Classified Bargaining Unit
Work Schedule:
Monday-Friday: 7:00 a.m.-4:00 pm. (Approximately). Work schedule may be adjusted to meet the needs of the office.
Successful candidate may be assigned to any of the campus sites (Chula Vista, National City, Otay Mesa, and/or San Ysidro).
Start Date:
As soon as the successful candidate is identified and following the subsequent governing board approval.
Initial Screening Deadline:
All application materials must be received on-line at https://jobs.swccd.edu. Position is open until filled. Applications received by the first screening deadline of 11:59 p.m. on Friday, September 22, 2023 are guaranteed to be reviewed by the selection committee. Any application received after the deadline is not guaranteed a review.
Tentative Timeline (Subject to Amendments):
September 6-22, 2023 | Position advertised; District receives applications
September 22, 2023 | Initial screening deadline for guaranteed consideration. Position open until filled.
October 2-13, 2023 | Committee reviewing applications.
October 16-20, 2023 | Search Committee interviews candidates.
November, 2023 | Employment start date pending Governing Board approval.
Open Until Filled
No
