IT Support Specialist

Job description

IT Support Specialist

San Mateo County Community College District

Posting Number: 2014789S
Department: ITS DIST (DEPT)
Location: District Office
Position Number: TBD
Percentage of Full Time: 100%
FLSA: Non-Exempt (accrues overtime)
Months per Year: 12
If other, please specify:
Salary Range:
Min Salary: $80,316 (annual)
Max Salary: $102,816 (annual)
Position Type: Classified Positions

Who We Are:
The San Mateo County Community District is committed to achieving educational equity for all students. As outlined in the District’s Strategic Plan, “success, equity, and social justice for our students are longstanding goals.” The District’s “Students First” Strategic Plan is focused on “Student Success, Equity and Social Justice.” We provide students with a rich and dynamic learning experience that embraces differences — emphasizing collaboration and engaging students in and out of the classroom, encouraging them to realize their goals, and to become global citizens and socially responsible leaders. When you join our team at San Mateo County Community College District, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, classified staff, administration, students and community partners.

The College and the District:
The San Mateo County Community College District is home to Cañada College, College of San Mateo, and Skyline College. All three of our colleges are designated as Hispanic Serving Institutions enrolling approximately 33,000 students each academic year. San Mateo County Community College District has a diverse student population that is a reflection of the communities that is serves. Detailed information about the student population, including data related to student success, can be found on the San Mateo County Community College District’s Educational Services & Planning website.

Who We Want:
We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities and orientations. Therefore, we prioritize applicants who demonstrate they understand the benefits diversity brings to a professional educational community. The successful candidate will be an equity-minded individual committed to collaborating with faculty, classified staff, administration, students and community partners who are also committed to closing equity gaps. The San Mateo County Community College District seeks employees who value mentorship and working in a collegial, collaborative environment, guided by a commitment to helping all students achieve their educational goals.

The Position:
The IT Support Specialist performs technical work, supports, and trains users on a variety of college ancillary technology solutions, including, but not limited to, Cloud Services, Enterprise Resource Platform, Degree Audit, Learning Management System, Content Management System, Constituent Relationship Management System, Student Email, Surveys, Form Builders, Project Management, Search Platform, Single-Sign-On and Support Ticketing Systems. Administration of user systems includes providing programs production schedules, maintaining system security, account administration, reporting, and serving as a support liaison to the user community. The IT Support Specialist works closely with ITS web services, system administrators, programmers, and technicians as well as works in collaboration with the college instructional technology centers to support students, faculty, and staff on college technology initiatives.

Duties and Responsibilities:
The duties below are representative of the duties of the classification and are not intended to cover all of the duties performed by the incumbent(s) of any particular position. The omission of specific statements of duties does not exclude them from the position if the scope of work is similar, related, or a logical assignment to this classification.

1. Creates and maintains user accounts in Active Directory, LDAP, SSO and multiple ancillary technology; troubleshoots problems associated with authentication and access

2. Ensures users, courses, and enrollments are accurately provisioned each semester in all dependent web systems

3. Monitors the all online system to ensure a smooth and efficient process for users

4. Integrates and maintains third-party and custom tools that use LTI and API frameworks

5. Responds to ITS and Student Helpdesk requests and escalations

6. Works collaboratively with the College Instructional Technologists, Designers, and Coordinators to plan, organize, and train faculty, teaching staff, and students on LMS and learning tools

7. Proactively plans and assists with web system related upgrades, migrations, optimizations, and new implementations

8. Develops procedures and training materials for a variety of business processes and IT systems. Provides training for faculty, staff, and students in various IT systems and tools

9. Manages and supports IT programs job schedules using automated system, including developing and maintaining procedures and guidelines for job schedules

10. Troubleshoots reported problems and, when appropriate, works with other IT staff for resolution

11. Maintains a high level of interaction and communication throughout the organization

12. Supports ad-hoc user requests for reports or data; Runs queries and generates custom reports

13. Participates in various District committees, project teams, or work-groups

14. Establishes and maintains academic calendars and terms online, roll courses and establishes and maintains rules tables for the instruction office and admissions and registration procedures

15. Attends workshops, seminars, and other meetings to maintain technical currency

16. Assists in the analysis and development of specifications for new procedures, forms, and reports. Performs testing for newly developed or modified forms, programs, and reports throughout the development cycle as well as when enterprise system upgrades occur

17. Performs other related duties as assigned

Minimum Qualifications:
• A combination of education and experience required for successful job performance and equivalent to an Associate’s degree with a major related to computer science, information systems, or network technology• Demonstrated cultural competence, sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff• Possession of a valid California Driver’s License (or the ability to obtain one) and the ability to drive a motor vehicle

Physical Requirements:
This classification requires work in close proximity with individuals; sitting or standing for prolonged periods of time, manual dexterity of hands and fingers to operate a computer keyboard, touch screen and mouse; bending; pulling; pushing; and reaching in order to perform the essential functions.

Equivalence to Minimum Qualifications:

Knowledge, Skills and Abilities:
1. Understanding of, sensitivity to, and respect for the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty and staff

2. Knowledge of enterprise software applications, content management systems, course management systems, and cloud services

3. Knowledge of security best practices in relation to user account administration, FERPA, and privacy

4. Skill in developing and maintaining production schedules, logs, manuals, and necessary statistical reports

5. Skill in working under deadlines and other pressures

6. Skill in effectively training non-technical personnel in technical areas and subjects

7. Skill in oral and written communication, which includes developing procedures, written reports, and oral presentations

8. Knowledge of procedures regarding the development of academic schedules, registration, grade processing, academic history, and periodic fiscal processing

9. Knowledge of the principles, practices, and techniques of training and providing technical instructions

10. Knowledge of the Instructure Canvas Learning Management Administration

11. Ability to provide superior customer service to all Help desk patrons, support personnel, and fellow employees

12. Ability to prepare, implement, and present training programs and workshops

13. Ability to independently seek out solutions to problems is desired

14. Ability to analyze situations accurately and adopt an effective course of action and outcome evaluation

15. Ability to work effectively as part of a team

16. Ability to adapt to rapidly-changing situations and quickly learn new technical skills and to maintain the currency of acquired technical skills

17. Ability to communicate efficiently orally and in writing, with internal and external diverse constituencies

18. Ability to listen, comprehend, and communicate with individuals, small and large groups

19. Ability to compare and interpret data to others

20. Skill in patience, tact, and memory for details; flexibility

Preferred Qualifications:
Background in higher education with preference in California Community Colleges desired.

Benefits include paid holidays, vacation and sick leave. The District pays all or a portion of monthly medical plan premiums (depending on the coverage) and pays all of the monthly dental and vision plan premiums for employees and eligible dependents. Additional paid benefits include life insurance, salary continuance insurance, and an Employee Assistance Program. Classified employees participate in the Public Employees’ Retirement System, a defined-benefit retirement plan through the State of California. Optional tax-deferred 403(b) and 457 retirement plans are also available.

Open Date: 07/03/2019
First Review Date: 07/24/2019
Close Date:
Open Until Filled: Yes

Special Instructions Summary:
Required Application Materials All applicants are required to submit: 1. A completed online District application form (go to to complete the application and to apply for this position). 2. A resume that details all relevant education, training, and other work experience. 3. A cover letter of no more than 3 pages that addresses the applicant’s cultural competence, sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff as well as the applicant’s qualifications as they relate to the requirements, knowledge, skills, and abilities listed in this announcement. Candidates for interview will be selected from among those who most closely meet the requirements and knowledge, skills and abilities. Meeting the minimum qualifications does not guarantee an interview. As part of the interview process, candidates may be asked to demonstrate job-related knowledge and skills. For questions related to this posting, please contact: SMCCCD Office of Human Resources 3401 CSM Drive, San Mateo, CA 94402 Tel.: (650) 574-6555 Fax:(650) 574-6574 Web Page:

Conditions of Employment:
Prior to employment, the selected candidate will be required to complete the following:

1. Submit official transcripts (applies to all faculty or educational administrative positions)
2. Submit verifications of prior employment
3. Satisfactory references
4. Successfully being cleared for employment through the background checking process

In addition to background checks, the District may review publicly available information about a candidate on the Internet. If a candidate is aware of incorrect or inaccurate information that is available on the Internet, the candidate is welcome to address such an issue with the Office of Human Resources.

5. Present original documents for proof of eligibility to work in the United States
6. Approval of your employment by the SMCCCD Board of Trustees
7. Provide a certificate of Tuberculosis exam for initial employment.
8. Have fingerprints taken by a Live Scan computer (Clearance must be received prior to first day of employment). Please note that the California Education Code requires, in part, that community college districts shall not employ or retain in employment persons in public school service who have been convicted of certain felonies, a misdemeanor drug charge (including alcohol offenses) or misdemeanor moral turpitude (sexual offense) crime. However, consideration may be given to those whose drug convictions occurred more than five years ago. A conviction for other crimes may not necessarily disqualify you from the job for which you may be applying.

EEO Statement:
The San Mateo County Community College District is an Equal Opportunity Employer that seeks to employ individuals who represent the rich diversity of cultures, language groups, and abilities of its surrounding communities.

Applicants who have disabilities may request that special accommodations be made in order to complete the selection process. Accommodation request forms and a copy of the Americans with Disabilities Act applicant procedures are available in the Office of Human Resources.

Annual Security Report:
San Mateo County Community College District’s (SMCCCD) 2018 Annual Security Report (ASR), required by the Clery Act, includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings owned or controlled by SMCCCD; and on public property within, or immediately adjacent to and accessible from SMCCCD. Our 2018 Annual Security Report also outlines various campus safety and security policies, such as those concerning crime reporting, prevention and response to sexual and gender violence, alcohol and drug use, crime prevention, emergency response and evacuation procedures, and other matters. The 2018 Annual Security Report is now available. The Annual Security Report also includes important tips to help every member of the community remain safe and avoid becoming a victim of crime. You can obtain a copy of this report by contacting the Department of Public Safety at the District Office or any of the three Campuses (650) 738-7000.

To apply, visit:

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Job No:
Posted: 7/8/2019
Application Due: 9/23/2019
Work Type: