TEMPORARY IT Customer Support Assistant

Employment Type

: Full-Time


: Miscellaneous

General Purpose Under general supervision, provides first-level technical support to staff, students and faculty; analyzes and resolves routine requests for technical assistance involving computer hardware/software, network and mobile devices, telephone and audio/visual-related problems for end users; assigns higher-level work orders to appropriate information technology staff; provides basic user training for desktop, network and peripheral devices; performs asset management functions including inventory and excess equipment disposal; performs hardware and software installation and configuration functions following established procedures; and performs related duties as assigned. Essential Duties & Responsibilities The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class. * Functions as first point of contact and assistance to students, faculty, staff and administrators requiring technical support; receives help desk tickets, incoming calls, end-user walk-ins and emails; identifies first-level technical support problems and performs basic troubleshooting to determine appropriate corrective actions; initiates work tickets to refer more difficult and complex issues to other IT staff for troubleshooting and resolution. * Participates in various asset management functions including maintaining the College's inventory database of computer equipment, coordinates surplus pickup and disposal of computer-related equipment, and maintain parts and supplies inventory; processes supply orders, obtains price quotes and product information and places orders for parts and supplies as required. * Assists with the deployment of images for lab area installations; configures virtual machines; verifies software license compliance; tests and configures applications and new software functionalities to applicable servers and platforms. * Delivers, installs and configures desktop computers, printers, scanners and other peripheral equipment and runs tests to ensure proper equipment function; may assist in setting up video conferencing equipment; configures and administers network server application software. * May assist in installing and connecting cables, IP cameras, wireless access points, WiFi, network cards and other networking components. * Provides end-user training in the proper use of hardware, software and computer-related equipment; helps ensure end users are aware of available technologies and support for all information technology services. * Provides printer server maintenance and troubleshoots by creating printer queues, uploading printer drivers and assigning users to printers. * Demonstrates sensitivity to and understanding of historically minoritized groups and participates in professional development activities to increase cultural competency to enhance equity-minded practices within the District. OTHER DUTIES * May be required to provide detailed technical documentation of hardware, software, wireless and communications-related issues. * May troubleshoot malware, ransomware, phishing and other viruses following established procedures. * Performs related duties as assigned. Employment Standards / Minimum Qualifications KNOWLEDGE, SKILLS AND ABILITIES Knowledge of: * College help desk functions, policies and procedures. * Basic problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment and various network connections. * Basic methods and equipment used for troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures. * Various computer systems and operating environments used throughout the College. * A variety of software applications used by the District including instructional courseware. * Basic processes and tools used to build and deploy computer system images. * Tools, equipment and safety practices used in maintenance and repair of computers and peripheral equipment. * Network concepts, security, access control and network operating software. * Internet/intranet technologies and techniques and network email systems. * Basic operating system architecture, characteristics, commands and components applicable to the College's computer platforms. * Basic principles, practices and methods of systems and network administration and maintenance, including procedures for establishing network connectivity. * District IT procurement policies and practices. * Principles and practices of customer service. Skills and Abilities to: * Utilize the District or campus work-ticket system. * Provide technical assistance for end users on computers, peripheral equipment, network services, various server platform connections and remote access. * Recognize and resolve problems related to computer user programs, equipment and basic network malfunctions. * Obtain accurate and complete information from end users, in person and by telephone, to identify their needs and problems and develop responses and solutions. * Analyze problems, evaluate alternatives and make sound recommendations. * Utilize diagnostic test procedures and equipment. * Maintain up-to-date technical support skills. * Provide strong and clear verbal and written communication, customer service and interpersonal skills. * Respond calmly, efficiently and creatively to last-minute and emergency equipment needs/malfunction calls from faculty, staff and administrators. * Meet schedules and timelines. * Maintain accurate inventory of computer hardware and software components. * Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices. * Communicate effectively, both orally and in writing. * Understand and follow written and oral instructions. * Operate a computer and use standard business software. * Establish and maintain effective working relationships with all those encountered in the course of work. EDUCATION AND EXPERIENCE An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least one year of computer help desk experience providing end-user support services and analyzing and solving computer hardware, software, network and applications problems; or an equivalent combination of training and experience. LICENSES, CERTIFICATES AND OTHER REQUIREMENTS A valid California driver's license and the ability to maintain insurability under the District's vehicle insurance program. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms.Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasionally up to 100 pounds with assistance. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with District managers, staff, the public and others encountered in the course of work. WORKING ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees work under typical office conditions, and the noise level is usually quiet. Some work requires using ladders and stairs. The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime. Assessment Process All SCCCD employees will be required to be fully vaccinated for COVID-19 as a condition of employment. To learn more about this requirement, visit theVaccine Mandateinformation page or go to scccd.edu. Only the most qualified applicants will be invited to interview for the assignment.

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