Description
About the College
Palo Verde College is a publicly supported2-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.
Nature of the Position
Under the supervision of the Chief Technology Officer, or designee, the Help Desk Technician I is the first point of contact for students, staff and faculty seeking technical assistance for campus technology issues. The Help Desk Technician I serves 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.
Examples of Duties
Duties and Responsibilities
- Primary responsibility is user support and customer service. Be present, visible and available to users requiring technical assistance.
- Responds 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.
- Learns 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.
- Follows standard Help Desk operating procedures; accurately log all Help Desk contacts using Help Desk tracking software.
- Maintains computer labs desktops and classroom technology.
- Attends all Help Desk training sessions.
- Becomes familiar with available help resources; stay updated on campus technology changes and problems.
- Becomes familiar with the Palo Verde Community College Districts policies, services, and staff.
- Assists in training and mentoring student workers.
- Directs calls and helpdesk tickets to appropriate IT staff as necessary.
- Performs 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.
- Compiles data and prepare reports setting forth progress, adverse trends and appropriate recommendations based on information from the help desk system.
- Participates 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.
- Participates 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.
- Assists in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage.
- Assists 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.
- Requires a variable work schedule which will include late evening shifts and weekends at times.
- Requires driving to off-campus work sites.
- Assists with purchasing paperwork, renewals and maintenance contracts, departmental communications, file storage and organization both paper and electronic, maintains software library and other clerical functions.
- Escalates complex or unresolved issues to appropriate IT staff following department protocols.
- Assists in identifying technology barriers that may limit access for students or employees with disabilities or limited digital literacy.
- Demonstrates a strong commitment to diversity, equity, inclusion, and accessibility principles in all aspects of job performance; actively promotes and creates a welcoming and inclusive environment.
- Maintains awareness of emerging best practices in digital accessibility, equity in technology, and culturally responsive support models.
- Performs other duties, related to the position, as assigned.
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