Help Desk Associate

Pasadena City College

Salary: $63,362.40 - $69,857.28 AnnuallyCFT-44

Job Type: Full-Time

Job Number: 08957

Location: Pasadena, CA

Department: Business & Administrative Services

Closing: 9/4/2025 11:59 PM Pacific

Under general supervision, the Help Desk Associate serves as the main point of contact for technical support issues on workstations, applications and other related technologies. The position is responsible for remotely trouble shooting IT related issues and assisting users with login issues, Office products, Outlook, VPN and network issues. The position will be required to escalate issues that require the next level of support.

EXAMPLES OF DUTIES:

Performs remote technical assistance to assist District employee troubleshoot basic problems with computer software and hardware.
Troubleshoots computer software and hardware issues through diagnostic techniques and pertinent questions.
Determines what technical issues needs to be directed to the next level of information technology support personnel.
Records events, problems, and resolutions in logs to identify recurring problems and recommend improvements to current help desk procedures.
Provides accurate information about IT products and services.
Follows up with District staff experiencing software and hardware problems to ensure that issues are not recurring.
Documents Helpdesk/IT processes to assist in process standardization
Provides assistance with the maintenance of District's software / hardware inventory
Organizes IT related trainings through the reservation of conference rooms, duplication of training materials, setting the training schedules, etc.
Submits purchase requisitions; receives and issues supplies.

MINIMUM QUALIFICATIONS:

Three (3) or more completed college courses in information systems, or a related technology field, AND/OR
An IT related certification

PREFERRED QUALIFICATIONS:

Two (2) years of Help Desk experience
Freshservice experience
A+ Certification

KNOWLEDGE, SKILLS, AND ABILITIES

KNOWLEDGE OF:

Computer systems, mobile devices, applications, and ERP system
Basic computer software and hardware
Incident/ticket management systems
Incident resolution and troubleshooting techniques
Critical thinking techniques
IT products or services and common technology offerings
General office software and equipment

SKILLS TO:

Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological offerings to assist users experiencing basic problems with computer software and hardware.
Apply critical thinking techniques to determine how to assist users navigate technical issues with computer hardware and software.
Use general office software and equipment to complete logs and provide remote assistance to users experiencing basic technological difficulties
Use ERP systems to enter and track purchase requisitions

ABILITY TO:

Ensure effective customer service in diagnosing and resolving basic technical issues
Remain calm under stressful situations
Conveys a professional, courteous, and helpful identity of the IT Dept.
Work in a fast-paced environment
Adapt to various situations and prioritize multiple work assignments simultaneously
Communicate effectively, orally and in writing, with all levels of District staff to assist users navigate problems with computer hardware and software; walk District staff through problem solving processes.
Develop and maintain effective relationships with all levels of District staff to assist users navigate problems with computer hardware and software.

PHYSICAL ABILITIES

Continuously (5.6 hours - 8 hours) exhibit the ability to communicate, sit, use fine manipulation to operate a computer and standard office equipment while remotely assisting end users trouble shoot technical support issues on workstations.

ENVIRONMENTAL ELEMENTS

Continuously (5.6 hours - 8 hours) work in an indoor office environment within a moderate temperature and have contact with customers, end users, and the general public.

CORE COMPETENCIES: The District has identified the following essential skills and attributes needed for success in this position.

Technical Proficiency
Customer Service
Communication Skills
Problem-Solving
Remote Support
Adaptability
Documentation
Team Collaboration

SALARY RANGE:

CFT - 44

APPLICATION AND SELECTION PROCESS

Pasadena City College (PCC) utilizes an online application process. Hard copy, e-mailed, or faxed resumes are not accepted. Job postings will not be reopened due to failure to submit an application before the closing date for any reason. You can apply for a position from any computer with Internet access. Please keep in mind the following:

If you do not follow the process or your application/resume is incomplete, your information will not be processed.
If you need to update any submitted information, you will need to reapply in full. When HR sees duplicate applications, we archive the oldest and the most recent application and materials are considered.
The selection advisory committee will review, evaluate, and consider applications and supporting materials received by the deadline. Meeting the minimum qualifications for a particular position does not assure the applicant an interview.
While the acceptance of the application packet is done through PCC's Applicant Tracking System (ATS), all hiring decisions are made by a hiring committee.
Once applications are submitted, they are final. Please carefully review your application and the documents which you are attaching to make sure that they are free from errors and complete. If you require assistance with your application, please refer to the application guide or you may contact NeoEd Customer Support at 855-524-5627. Customer Support is available Monday - Friday, 6 a.m. - 6 p.m. (PST).

All materials listed below may be required for your application packet to be considered complete:

Resume or Curriculum Vitae
Cover Letter

After a review of applications received, the District may require the completion and submission of supplemental documents prior to the interview process.

ADDITIONAL INFORMATION

Successful applicants must provide proof of eligibility to work in the United States.
Successful completion of background check including Live Scan and Tuberculosis (TB) assessment/screening.
Pasadena Area Community College District will not sponsor any visa applications.
Applicants must be available for interviews at Pasadena City College at no cost to the District.
Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting the Office of Human Resources directly at (626) 585-7388.
The Pasadena Area Community College District does not discriminate in the educational programs and activities operated by the District or in employment procedures and practices of the District. The Policies of Title IX as developed to date are available for inspection during normal business hours at the District office at 1570 E. Colorado Blvd., Pasadena, CA 91106.
Crime awareness and campus security information are available from Campus Police. (Public Law 101-542).
The Pasadena Area Community College District is an equal opportunity employer. The District encourages applications from underrepresented minorities and the disabled.
An applicant, who attempts to contact individual Board members or members of the screening committee with the intent of influencing the decision of the committee or the Board, will be disqualified. General inquiries regarding the position and/or District employment should be directed to the Office of Human Resources.

PASADENA AREA COMMUNITY COLLEGE DISTRICT
Equal Opportunity, Title IX, Section 504 Employer

To apply, please visit https://www.schooljobs.com/careers/pasadenaedu/classified/jobs/5039872/help-desk-associate

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Job Details

Help Desk Associate

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