Opportunity Type

CLASSIFIED EMPLOYMENT OPPORTUNITY

Position Title

HELP DESK TECHNICIAN

Posting Number

S2516

Open Date

04/23/2025

Close/First Review Date

05/11/2025

Department

ITSS (Information Technology Support Services)

Work Location

District Office

Position Status

Full Time

Salary Range

$79,409 - $96,905 Annual Salary (Range 95: Classified Salary Schedule Fiscal Year 2024-2025). Starting placement is generally at Step 1.

Benefits Summary

Excellent fringe benefit package includes a pension, medical, dental, vision, EAP (employee assistance plan) and life insurance for employee and eligible dependents, and income protection. Voluntary plans include supplemental life insurance, Flexible Spending Accounts, 403b and 457 Deferred Compensation Accounts. Classified employees also receive vacation, 12 sick leave days and 20 paid holidays.

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 – Thursday;9:00 a.m. – 6:00 p.m. and 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.

DUTIES AND RESPONSIBILITIES

1. 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.

2. 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.

3. Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware.

4. Follow up with users to ensure the reported problems are fully resolved.

5. Use the Help Desk tracking software to log, assign, and track all support tickets.

6. Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner.

7. Ensure assigned backup tapes are rotated according to the schedule and process.

8. Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed.

9. Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable.

10. Monitor and manage the Help Desk voicemail, email, social media and other forms of communication.

11. Research and recommend new products or procedures. Help identify and implement innovative solutions for users.

12. Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services.

13. Perform related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

1. Principles of technical troubleshooting and problem solving.

2. Principles of networking and computer functionality.

3. Computer hardware systems, printers, software applications such as Microsoft used in college operations.

4. Working knowledge of help desk software, databases and control of remote computers.

5. Principles of training, support, and services to end-users.

6. Principles of customer service.

7. Principles of providing guidance to others.

Skills and Ability to:

1. Operate computer systems and related peripheral equipment.

2. Communicate clearly and concisely both orally and in writing.

3. Respond to inquiries in a courteous, tactful manner.

4. Establish and maintain cooperative and effective working relationships with others.

5. Work together in a team environment.

6. Multitask, prioritize and meet task timelines.

7. Work with attention to detail and independently with minimum supervision.

Required Qualifications

EDUCATION AND EXPERIENCE

1. Associate’s degree in Computer Science or related field.

2. Two years of experience increasingly responsible experience performing help desk operation function or related activities.

District’s Diversity Requirements

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.

DESIRED QUALIFICATIONS

Bachelor’s degree from an accredited college or university in computer science, computer information systems, or a related field.
A+ and/or Microsoft certification and other industry-recognized network certifications.
Keyboard – Strong typing skills.
Help Desk call center experience.
Bilingual abilities, desirable.

Foreign Degree

For positions that require a degree or coursework: Degree(s) must have been awarded by a college or university accredited by an accrediting body recognized by the U.S. Council on Post-Secondary Accreditation and/or the U.S. Department of Education. All degrees and credits earned outside of the United States must have a U.S. evaluation (course by course) of the transcripts and must be submitted with the application. Degrees earned outside of the U.S. without a U.S. credential evaluation attached, will not be considered.

Work Environment:

1. Office environment.
2. Constant interruptions.

Physical Demands:

1. Extended viewing of computer monitor.
2. Hearing and speaking to exchange information in person or on the telephone.
3. Dexterity of hands and fingers to operate a computer keyboard.
4. Sitting for extended periods of time.

About San Jose/Evergreen Community College District

The District is represented by dedicated and talented employees who are passionate about providing our student population with the best educational experience possible. The District recognizes that cultural diversity in the academic environment promotes academic excellence; fosters cultural, racial and human understanding; provides positive roles models for all students, and creates an inclusive and supportive educational and work environment for its employees, students, and the community it serves.

As of Spring 2024, with enrollment of approximately 15,655 students per semester, and an extremely diverse student population (Hispanic/Latino 45.20%, Black/African-American 3.45%, Asian/Pacific Islander 31.70%, American Indian/Native American 0.36%, White/Caucasian 12.76%) attaining educational goals reflecting 56% – Transfer to a 4-Year College/ University, the District’s emphasis on student success makes it a recognized educational leader in the State.

The District encourages a diverse pool of applicants to serve as colleagues to an existing diverse classified staff consisting of 43.9% Latinx, 25.3% Asian/Pacific Islander, 4.2% Black/African American, 0.3% American Indian/Native American, 17.9% White/Caucasian, and as well as encouraging applications from all qualified, outstanding applicants.

Important Information

EQUAL OPPORTUNITY EMPLOYER STATEMENT:

San José-Evergreen Community College District is an Equal Opportunity Employer committed to nondiscrimination on the basis of ethnic group identification, race, color, language, accent, immigration status, ancestry, national origin, age, gender, gender identity, religion, sexual orientation, transgender, marital status, veteran status, medical condition, and physical or mental disability consistent with applicable federal and state laws.

CONTACT:

Employment Services,
Human Resources, SJECCD
40 S. Market Street, San Jose, CA 95113
Phone: (408) 270-6414
Email: hremploymentservices@sjeccd.edu
Employment Website: https://sjeccd.peopleadmin.com
District Website: www.sjeccd.edu

APPLICATION PROCEDURES:

Interested applicants MUST SUBMIT ONLINE ALL of the following materials by the First Review Date/Closing Date as listed on the job announcement. Applications received after the First Review Date will only be forwarded to the hiring committee at their request.

1. A completed online San José-Evergreen Community College District APPLICATION.

2. A COVER LETTER (Stating how you feel you meet the qualifications as outline in the job announcement).

3. A current RESUME/CURRICULUM VITAE

4. TRANSCRIPT – (If Required) If a degree is listed as a requirement, transcripts (Not Diplomas) MUST INCLUDE confer or award date of stated degree. Unofficial transcripts will be accepted; however if the position is offered, official transcripts will be required prior to employment. If the transcripts or degrees are from outside of the United States, an official certification of equivalency to U.S. degrees by a certified U.S. credential review service (course by course of the transcripts) MUST also be submitted. (See below for a list of suggested services that provide foreign degree equivalency evaluation to U.S. degrees).

Note: Some positions may require additional documents and/or certificates, in addition to the items listed above. Please refer to the job announcement.

OTHER APPLICANT INFORMATION:

1. Only complete application materials will be considered. No exceptions.

2. Letters of Recommendation are NOT required and will not be forwarded to the hiring committee.

3. Upon hire the successful candidate must provide the required documents of identity and authorization to work and attest he/she is authorized to work in the United States.

4. Application materials become the property of the District and will not be returned or duplicated.

5. Travel expenses to attend the interview are the responsibility of the candidate.

6. Meeting the minimum qualifications does NOT assure an interview.

7. The District may re-advertise, delay, choose not to fill the position, or choose to fill more than one position.

Suggested services that provide foreign degree equivalency evaluation to U.S. degrees:

Academic Credentials Evaluation Institute, Inc.
Website: http://www.acei-global.org/

Education Records Evaluation Services
Website: www.eres.com

International Education Research Foundation
Website: http://www.ierf.org/

Job Details

Help Desk Technician

About the Role: