COMPUTER HELPDESK AND WEB SUPPORT SPECIALIST

R-00913
San Diego County - Grossmont College

Transforming lives through learning isn't just the vision of the Grossmont-Cuyamaca Community College District. It happens every day with our 30,000 students who take the first step in their higher education, become trained for a new career, or learn knowledge that transforms their world perspective.

The Grossmont-Cuyamaca Community College District honors a diverse academic community and fosters equity mindedness across our institutions. As such, the District is committed to eliminating achievement gaps among different student groups by promoting a culture of appreciation for diversity, equity, inclusivity, and social justice, and continuously examining our processes and practices through an equity lens.

The District provides an excellent health and welfare benefits package to its employees. We take care of our employees and have continued to offer medical, dental and vision coverage to eligible employees and their dependents at no charge for any of the plans we offer.

Become a part of this dedicated team in beautiful San Diego County!

Please read the entire job posting before your application is submitted. Important instructions to applicants are at the bottom of the page. Be attentive when applying as many of our positions require multiple attachments.
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Job Summary
Application Deadline: Tuesday, October 15, 2019 at 11:59 p.m.

Department: Instructional Computing

Location: Grossmont College

Months worked out of the Year: 12 months

Work hours: Monday - Friday: 8:00 a.m. - 5:00 p.m.

Shift Differential: None

Starting Salary Range: CL-32: $3,731 (Step A) or $3,945 (Step B) Monthly
Based on experience

Anticipated Start Date: December 2019
Job Description

The Computer Helpdesk and Web Specialist, is a crucial role that serves as an initial point of contact regarding technology support issues for all faculty and students at Grossmont College. This includes general troubleshooting, software installation and password resets - both via phone and in person - as well as campus computer maintenance, imaging and basic updating of departmental websites. Given our dependence on network architecture, cloud services, servers and other external systems, the Computer Helpdesk and Web Specialist should have a general knowledge of network connectivity and other infrastructure hardware in order to better determine root causes when troubleshooting. This position is a gateway for customers into the Instructional Technology department, the chosen candidate will need to have excellent customer service and verbal and written skills. They should also have a willingness to empathize with, and the ability to effectively communicate solutions to, all users.

SUMMARY:

Under the direction of assigned supervisor, provide first level technical support to faculty and students for issues related to district supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Utilize task documentation software to accurately record and monitor work requests; escalate unresolved inquiries to the next appropriate level of support. Provide training, technical assistance and advice on web design to faculty and staff. Demonstrate exemplary customer service by tracking trends and performing quality assurance checks on unresolved work requests.

ESSENTIAL FUNCTIONS

• Ensure high level of user satisfaction by maintaining courteous and professional conduct while processing work requests through completion; track, route and redirect problems to the appropriate resource.

• Function as initial point of contact and resolve computer related problems whenever possible; troubleshoot and determine the appropriate action; introduce basic problem solving and troubleshooting techniques when appropriate; identify and escalate complex problems to higher level of expertise.

• Respond to request for technical assistance in person, via phone, electronically or by offering remote assistance; document procedures using task scheduler; recommend procedure modifications or improvements that can be used to eliminate recurring problems.

• Ensure successful authentication to district-wide resources and e-mail services; verify user groups, policies and logon processes using Active Directory; reset network/CMS passwords; report compromised accounts, outages and security concerns to the appropriate personnel.

• Provide training to faculty in the use of district supported equipment, software, operating systems and web page development and maintenance; create tutorials and training materials as needed; prepare and maintain a variety of records and reports.

• Ensure accreditation student service (SSO) standards are met; create, systematic and measureable assessments in assigned area; analyze and interpret evidence which describes institutional effectiveness; establish an improvement plan; upload data for review by campus decision-makers for planning and resource allocations.

• Preserve and grow knowledge of help desk procedures, web developing tools, browser issues, troubleshooting techniques, supported products and services including up-to-date knowledge of district network, operating systems, application software and e-mail.

• Assist online students in accessing their course containers.

• Troubleshoot student network accounts and verify course management usernames and passwords; employ best practices to ensure FERPA compliance.

• Provide general guidance about known utilities that interfere with course management software; introduce basic problem solving skills and troubleshooting techniques.

• Act as technical liaison between faculty and students.

• Create and maintain the student help desk website and deliver online training modules as needed.

• Participate in the hiring process of student hourly workers; coordinate auxiliary help desk staff activities for backup support and determine areas of need.

• Assist in training sessions to keep staff informed of new technologies; create and revise training modules as needed

• Perform related duties and responsibilities as required.

SECONDARY FUNCTIONS:

• Provide design input and monitor college website for information relevance; update, revise and edit outdated content when instructed; provide recommendations for improvements.

• Assist users with mobile devices (mobile phones, tablets, and laptops).

• Provide deskside faculty support if necessary.

• Maintain grade test-scoring equipment, calibrate, and record usage.

• Replenish supplies in adjunct faculty offices.

• Provide initial assessment for basic hardware/peripherals; triage and/or research resolutions.

KNOWLEDGE OF:

• Network/Client Operating systems, e-mail applications.
• Network and computer security principles and practices.
• Anti-virus tools and file recovery.
• Web publishing tools.
• Operational characteristics of computer equipment including desktop computers, printers, software, peripherals and mobile devices.
• Multimedia and production software applications and technology.
• Technical aspects in field of specialty.
• Principles and practices of customer service.
• Methods and techniques used in troubleshooting various computer application/hardware problems.
• Methods and techniques used in troubleshooting various computer application/hardware problems.
• Principles and procedures of record keeping.
• Standard office procedures, methods and equipment including computers.

ABILITY TO:

• Provide professional, courteous and knowledge-based customer service from computer users requesting technical support.
• Document and maintain accurate records on computer user calls and resolutions and prepare clear and concise reports.
• Understand and operate standard district software applications.
• Understand and follow oral and written directions, clearly express ideas and problem solve with strong verbal and written communications; create a variety of reports, logs and journals.
• Establish and maintain effective working relationships with those contracted in the course of work.
• Maintain currency of qualifications for area of assignment.
• Learn to use new software applications and teach it to others.
• Follow department policies and procedures.
• Work independently with little direction, prioritize tasks and deliver on service commitments.
• Train and provide work direction to others as required.
• Work as a member of a team.

EDUCATION AND EXPERIENCE: Any combination equivalent to: graduation from high school and one year of college level course work in computer science or closely related field and two years of experience in the use of computer hardware/software applications.

WORKING CONDITIONS: Computer support environment which may include computer labs, user offices, teaching and learning centers; lifting may include computers, peripherals and printers which may be up to fifty (50) pounds; frequent interruptions from phone and walk-in users, consistent telephone usage.

* Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Additional Information
SPECIAL INSTRUCTIONS TO APPLICANTS:

Applicants may find it helpful to refer back to the job posting, specifically the special instructions, while applying. Consider saving the job description or opening a new browser window.

*ATTENTION* APPLICATION MATERIALS WITH PICTURES OR PERSONAL INFORMATION WILL RENDER YOUR APPLICATION INCOMPLETE. PLEASE DO NOT INCLUDE ANY MATERIALS THAT WERE NOT ASKED FOR.

Having the following materials prepared and ready to attach BEFORE beginning the application may make the application experience more seamless.

POSITION SPECIFIC REQUIRED DOCUMENTS:

• Complete and current resume/CV
• 1-2 Page Cover Letter DETAILING how you meet the SPECIFIC requirements of the position

*ATTENTION* Please upload .doc, .docx, or PDF files. If you are working on Google Docs or Mac files please be sure to save under .doc or PDF for file to upload correctly.



Under Federal Law, employers are required to verify that all new employees are eligible for employment in the United States. Prior to appointment to a position, you must present acceptable proof of your identity and authorization to work in the United States.

GCCCD is an Equal Employment Opportunity and Title IX employer.

Applicants who are protected under the Americans with Disabilities Act and who require accommodations for completing the application process or interviewing should notify the Human Resources Department by calling (619) 644-7679.

Offers of employment are contingent upon successful fingerprint clearance. A processing fee plus Live Scan fee will be required.


To apply, visit https://gcccd.wd1.myworkdayjobs.com/en-US/gcccdcareers/job/San-Diego-County---Grossmont-College/Computer-HELPDESK-AND-WEB-SUPPORT-SPECIALIST_R-00913.

The Grossmont-Cuyamaca Community College District, a two-college district in eastern San Diego County, has been providing a high-quality education to the region since Grossmont College opened its doors in 1961 and Cuyamaca College began operating in 1978. The district is tied closely to the suburban and rural communities that it serves, providing a $1 billion economic impact to the region through its payroll, purchasing, and spending by students and alumni.

The district has a strong commitment to diversity and equity with a student population representing a broad variety of backgrounds, ethnicities, socioeconomic levels, cultures and abilities. The district strives to provide an educational environment that fosters cultural awareness, mutual understanding, and respect that ultimately also benefits the global community.

The colleges offer more than 150 degrees and certificates in a wide range of programs. Both colleges have signature programs that have become well-renowned. Grossmont College is recognized for its top-notch Administration of Justice, Culinary Arts, Nursing and Allied Health and Theatre Arts programs, while Cuyamaca is known for its Automotive Technology, Ornamental Horticulture, Environmental Health and Safety and Water/Wastewater Technology programs.





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