"Help Desk Technician I"

Description

ABOUT THE COLLEGE
Palo Verde College is a publicly supported 2-year college located in the beautiful Southeastern California desert. Yearly enrollment is approximately 7,000 students (full and part-time).

Palo Verde Community College is an Equal Opportunity Employer and is committed to providing an educational environment which affirms and supports diversity in its faculty, staff, and administration, and promoting an environment of inclusion. At Palo Verde College, we value every team members contribution in achieving the mission of providing excellent educational programs and services that contribute to the success of our students and the vitality of the community we serve. We are looking for individuals who enjoy working collaboratively in an environment of diversity, culture, thinking, and learning.

Palo Verde College is designated as a Hispanic-Serving Institution (HSI) and proudly offers many programs to serve and support our diverse student body. College faculty are expected to be willing to utilize different learning and teaching methods appropriate to the students they serve. Palo Verde College expands access to higher education and learning opportunities by providing education via in person, online, correspondence education, hybrid classes, and interactive television (ITV) modalities. Further information on the College's distance education programs can be found in the College Catalog. In addition, Palo Verde College is committed to serving students who have been impacted by the criminal justice system through education. Resources for teaching classes for incarcerated or formerly incarcerated students are available through the Rising Scholar Network.

LOCATION
Palo Verde College is located in the City of Blythe at one of the busiest entrance points to California. The college is located in a desert oasis adjacent to the beautiful Colorado River and the Palo Verde Valley. Blythe, and the fertile Palo Verde Valley, is primarily a farming and ranching area. Boating, fishing and hunting attract many tourists. The Palo Verde Valley is centrally located between Phoenix and Los Angeles, Las Vegas and the Mexican border. The valleys great climate, with more than 350 days of sunshine and mild winters, attracts thousands of winter visitors every year.

NATURE OF THE POSITION
The Help Desk Technician I is the first point of contact for students, staff and faculty seeking technical assistance for campus technology issues. They serve as members of the Palo Verde Community College District IT User Services Team by providing technical support over the phone and in person, and maintaining the smooth operation of the Palo Verde Community College Districts technology. The Help Desk Technician I position is under the immediate supervision of the Assistant Director of IT.

Examples of Duties

DUTIES AND RESPONSIBILITIES
1. Primary responsibility is user support and customer service. Be present, visible and available to users requiring technical assistance.
2. Respond verbally to questions from callers and walk-ins; remotely assist students, staff, and faculty with technology problems in offices, classrooms, and assist in person with problems in the computer labs.
3. Learn fundamental operations of commonly used software, hardware, and other equipment. Support the districts audio, visual, lighting, teleconferencing, and technical needs for instruction, classrooms, events and meetings.
4. Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using Help Desk tracking software.
5. Maintain computer labs desktops and classroom technology.
6. Attend all Help Desk training sessions.
7. Become familiar with available help resources; stay updated on campus technology changes and problems.
8. Become familiar with the Palo Verde Community College Districts policies, services, and staff.
9. Direct calls and helpdesk tickets to appropriate IT staff as necessary.
10. Perform a variety of minor network problem analysis and monitoring tasks for the Information Technology Help Desk; monitor IT network management systems and respond appropriately to user requests and problems; perform initial problem analysis and triage problem to IT technical staff when appropriate.
11. Compile data and prepare reports setting forth progress, adverse trends and appropriate recommendations based on information from the help desk system.
12. Participate in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.
13. Participate in the creation and distribution of network related information to users to include information such as help desk procedures, IT department newsletter and network/desktop handbooks and How-To documents.
14. Assist in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage.
15. Assist in on-site installations of network systems for users, which require the ability to see, bend, reach, reach overhead, squat, kneel, crawl under desks and in tight spaces, and manual dexterity to connect intricate wiring.
16. Requires a variable work schedule which will include late evening shifts and weekends at times.
17. Requires driving to off-campus work sites.
18. Assist with purchasing paperwork, renewals and maintenance contracts, departmental communications, file storage and organization both paper and electronic, maintains software library and other clerical functions.
19. Performs other duties, related to the position, as assigned.

Educational/Experience Qualifications

REQUIRED QUALIFICATIONS
1. High School diploma or GED required.
2. Minimum one-year experience in a customer service-related field.
3. Requires a valid state drivers license.
4. Tenacity in troubleshooting and resolving problems.
5. Friendly presence and helpful attitude: good interpersonal skills and ability to work well with others.
6. Ability to provide technical support over the phone; good phone skills, professional demeanor, pervious customer service experience strongly desired.
7. Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
8. Ability to handle constantly changing flow of traffic and priorities; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
9. Ability to work responsibly with or without direct supervision.
10. Working knowledge of common operation systems and software applications. Windows, Microsoft Office, and cloud applications.
11. Adequate familiarity with equipment found in PVC computer facilities.
12. Desktop hardware and software maintenance and troubleshooting.
13. Be familiar with current web site creation and content management systems.
14. Be familiar with Learning Management Systems, the Districts online registration system, HTML, FTP programs, Adobe products.

PREFERRED QUALIFICATIONS
1. Associates Degree with an emphasis in a computer-related field OR professional certification OR equivalent combination of work experience and coursework.

Supplemental Information

PHYSICAL DEMANDS AND WORK ENVIRONMENT
1. Working in the Information Technology environment.
2. Working for extended periods on computers and with electronic equipment.
3. Working in extreme temperature environments.
4. Ability to drive a motor vehicle.
5. Physical ability to work in an environment which is typical of this position.
6. The incumbent must be able to perform the essential functions of the job, with or without a reasonable accommodation.

CLASSIFICATION/SALARY
1. This is a 12-month full time classified position. May include evening and weekend duty.
2. Row 5 on the classified salary schedule.
3. The college offers an attractive package of fringe benefits including medical, prescription, dental, vision and life insurance as accorded per CSEA agreement.

APPLICATION PROCESS
Our employment online application process is designed to assist the search committee in evaluating whether or not you possess the required knowledge and skills for the position for which you are applying. Job-related information from all applicants will be evaluated to identify those best qualified. Only the best-qualified applicants will be selected for testing and further consideration. Therefore, the online application must be completed to allow a comprehensive review and evaluation. Failure to complete the online application (and supplemental material, when required) will constitute failure to comply with the selection process and the application will be rejected.

1. To guarantee consideration, a completed application and any other required material listed, must be submitted with the online application by the published closing date.
2. Applications are only accepted for positions currently open for recruitment.
3. Meeting minimum requirements does not guarantee you an interview.
4. Current employees who are applying for a position should be aware that material from their personnel files will not be included as part of the application packet, and they should provide information on past and present employment in the same degree of detail as any other candidate.
5. Applicants wishing to apply for more than one position must submit a separate application and required materials for each position.
6. Legible photocopies of documents will only be accepted.
7. Travel costs related to the interview process will be borne solely by the candidate.
8. Please read the job announcement/description carefully to ensure your background and education meet the requirements of the position
9. The selection process may also include practical exercise (i.e., training demonstration and/or other written, technical manipulative, or simulation exercises), or skilled testing to evaluate candidates qualifications.
10. Applicants with foreign transcripts must be evaluated by an Accredited United States Institution, please see the approved organizations listed in the following link: https://www.ctc.ca.gov/docs/default-source/leaflets/cl635.pdf?sfvrsn=bb4f6e6a_6 or the National Association of Credential Evaluation Services link: https://www.naces.org/

REQUIRED DOCUMENTS
Cover Letter
Resume
Diversity Statement
Copies of Transcripts (Must show all work completed and the conferral date of the degree. If hired original transcripts must be submitted)
Six References (3 Professional and 3 Personal)
Professional Licenses (If applicable)
Recommended: Typing Certificate

*Please mention you saw this ad on CommunityCollegeJobs.*

Apply Now