HELP DESK TECHNICIAN

San Jose Evergreen Community College District-posted about 2 months ago

Full-time • Entry Level

San Jose, CA

101-250 employees

Executive, Legislative, and Other General Government Support

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POSITION SUMMARY The 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 PURPOSE Under 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 CHARACTERISTICS This 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.

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.
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.
Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware.
Follow up with users to ensure the reported problems are fully resolved.
Use the Help Desk tracking software to log, assign, and track all support tickets.
Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner.
Ensure assigned backup tapes are rotated according to the schedule and process.
Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed.
Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable.
Monitor and manage the Help Desk voicemail, email, social media and other forms of communication.
Research and recommend new products or procedures. Help identify and implement innovative solutions for users.
Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services.
Perform related duties as assigned.

Associate's degree in Computer Science or related field.
Two years of experience increasingly responsible experience performing help desk operation function or related activities.
Knowledge of: Principles of technical troubleshooting and problem solving.
Knowledge of: Principles of networking and computer functionality.
Knowledge of: Computer hardware systems, printers, software applications such as Microsoft used in college operations.
Knowledge of: Working knowledge of help desk software, databases and control of remote computers.
Knowledge of: Principles of training, support, and services to end-users.
Knowledge of: Principles of customer service.
Knowledge of: Principles of providing guidance to others.
Skills and Ability to: Operate computer systems and related peripheral equipment.
Skills and Ability to: Communicate clearly and concisely both orally and in writing.
Skills and Ability to: Respond to inquiries in a courteous, tactful manner.
Skills and Ability to: Establish and maintain cooperative and effective working relationships with others.
Skills and Ability to: Work together in a team environment.
Skills and Ability to: Multitask, prioritize and meet task timelines.
Skills and Ability to: Work with attention to detail and independently with minimum supervision.
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.

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).

In addition to the salary, this position qualifies for the choice of one of the District's excellent Health Benefits and Welfare plans, which the premium cost is 100% paid by the District for the employee and their eligible dependents, and one health plan costing an estimated $60,000 for the District for fiscal year 2025-2026.
We offer two medical plans (Anthem Blue Cross [PPO] and Kaiser Permanente (HMO]); dental (Delta Dental PPO); vision (VSP Choice); life insurance for the employee (The Hartford); life insurance for eligible dependents (The Hartford); a long term disability/income protection plan (The Hartford); and an employee assistance plan (Anthem EAP).
In addition, the District contributes an additional 26.81% of the employee's salary towards an eligible employee's pension (CalPERS).
Employees may also elect to participate in optional plans including purchasing additional life insurance for themselves and their eligible dependent(s); enroll in a medical, transportation, and/or dependent care Flexible Spending Account(s) (with the $4 monthly administrative fee paid by the District); and set pre-taxed dollars aside to supplement their pension in a 403b (tax shelter annuity) and/or a 457 (deferred compensation) plan(s).
Classified employees also earn 10 to 22 days per year of vacation (based on years of service), and up to 12 sick leave days (pro-rated for less than full-time positions). There are currently 20 paid holidays.

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