User Support Analyst

Job description

Classification Title:

User Support Analyst

Job Title:

User Support Analyst

Position Number:

FCC798

Location:

Fullerton College

Department:

FC Technology Services (ACT)

Percentage of Employment :

100%

Months of Employment :

12 Months Per Year

Work Schedule:

Depending on start date, position may require that you work remotely Monday- Friday, 7:30 AM - 4:00 PM (Schedule and shift are subject to change in accordance with department needs.)

About Us::

Do you strive to make a difference in higher education? Are you looking for a rewarding career opportunity to be a part of our students’ educational success and lifelong learning? If so, we invite you to join North Orange County Community College District. We are proud to enroll over 80,000 students and serve a population of over one million people, annually! Home to more than 2,600 employees, our highly skilled, professional, and diverse faculty and staff are leading two of California’s premier colleges, Cypress Community College and Fullerton Community College, as well as one of the largest continuing education programs, North Orange Continuing Education.

We invite you to join the Fullerton College campus community. Ideal candidates will share Fullerton College’s commitment to diversity, equity, and inclusion. Fullerton College offers a radically student-centered culture that is inclusive and welcoming to all who learn and work here. The student body is incredibly diverse, with more than 55.5% Latinx, 19.3% Caucasian, 14.8% Asian/Pacific Islander, 3.2% African American, and 0.24% American Indian/Alaskan Native. Additionally, students from more than 40 countries enroll in our International Student Program each year. The College believes in a multicultural learning experience where faculty and staff from diverse backgrounds can contribute to the development of our students.

Fullerton College is the oldest community college in continuous operation in California. Since our first class in 1913, we have grown to become one of the most successful community colleges in the nation. Our high transfer and graduation rates, rich academic programs and radically student-centered approach equip students with the skills and resources they need to succeed. Each year, thousands of students transfer to the CSU and UC systems as well as to private colleges and universities throughout the nation. Notably, during 2019, Fullerton College was ranked as the number one community college in California in transfers to the California State University (CSU) system.

Fullerton College is designated as a Hispanic-Serving Institution and is eligible for designation as an Asian American and Native American Pacific Islander Serving-Institution (AANAPISI). Fullerton College proudly offers many programs to serve and support our diverse student body, including Puente, Umoja, Student Diversity Success Initiative, INCITE, Extended Opportunity Programs and Services (EOPS) Foster Youth Success Initiative, Disability Services, and a Veterans Resource Center. The College also provides many avenues of support for our faculty and staff through networks that include the Latino, Asian/Pacific Islander, Black, and LGBTQ Faculty Staff Associations.

Fullerton College offers a comprehensive array of student services programs and academic and career pathways designed to achieve our campus strategic goals related to access, retention, persistence, and student success initiatives on campus. The College is developing an implementation plan for Guided Pathways and has robust partnerships with our local high school districts.

The Fullerton College campus community is dedicated to our core values of Community, Diversity, Equity, Excellence, Growth, Inclusivity, Innovation, Integrity, Partnership, Respect and Responsibility. For more information, please visit our website at www.fullcoll.edu .

To learn more about the Academic Computing Technology department, please visit http://act.fullcoll.edu .

What We Offer::

•100% employee medical premium coverage
•Fringe allowance to be used at employee’s discretion
•Voluntary (Medical/Dependent Day Care) Flexible Spending Account
•$50,000 life insurance benefit
•Deferred Compensation Program (403(b)/457 plans)
•Retirement Pension Plan (CalSTRS/CalPERS)
•Professional Growth & Development Opportunities
•18 paid holidays + Paid vacation
•Cumulative sick leave
•Summer schedule (exceptions apply)
•Longevity salary program
•District paid employee post-retirement medical (for those who qualify)
•Employee Assistance Program
•Environment that fosters diversity and inclusion
•Progressive and innovative culture

Primary Purpose:

This position is responsible for coordinating state and federal reporting and providing technical assistance, guidance and training to personnel in the operation of computer systems, hardware, software, and related peripherals; and maintaining application procedures and documentation which ensures support, continuity and the maintenance of data integrity for the District’s information systems.

Essential Functions:

Examples of essential functions are interpreted as being descriptive and not restrictive in nature.

Job Description:

Provides technical assistance, customer support and information related to computer hardware, software, and related peripherals; analyzes and troubleshoots, answers questions, and resolves user problems directing more complex issues to higher level technical personnel.

Administers state and federal reporting, coordinates data collection and processing of reports, remains current on changes to reporting requirements and timelines for submission, and makes recommendations for changes as necessary.

Maintains records including statistical records, software licenses, inventories, user IDs and passwords.

Develops and maintains technical procedures, user guides, documentation and reports.

Performs data integrity functions including maintenance of tape archives, department system backups and security related procedures; makes recommendations for changes to procedures as necessary.

Assists with departmental budget development and maintenance and maintains and tracks usage of departmental computer-related supplies.

Remains current on advancements in the field of networking; account management; attends various departmental meetings as required.

Trains and provides work direction and guidance to others as directed.

Learns and applies emerging technologies and as necessary to perform duties in an efficient, organized, and timely manner.

Prepares and conducts training and workshops for users on applications software and network operations.

Assists on department applications and technical support for special projects and related activities.

Participate in District/College efforts to increase the diversity of faculty and staff and to address student achievement gaps; active assistance in the creation of a welcoming and inclusive work and educational environment; attend and participate in diversity, equity and inclusion trainings and events.

Performs related duties as assigned.

Working Relationships:

The User Support Analyst maintains frequent contact with various departments, staff, outside agencies, and outside vendors.

Knowledge, Skills and Abilities:

Knowledge of current computer hardware and related peripherals

Knowledge of various computer software applications

Knowledge of database programs and maintenance

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

Knowledge of the workflow throughout the District

Knowledge of the correct English usage, grammar, spelling, punctuation and vocabulary

Knowledge of state and federal requirements for Community Colleges

Ability to prepare, implement and present training programs and workshops

Ability to analyze situations accurately and adopt a certain course of action

Ability to accurately document workflow

Ability to plan, organize and prioritize work

Ability to meet schedules and time lines

Ability to communicate effectively, both orally and in writing

Ability to understand and follow oral and written directions

Ability to establish and maintain effective working relationships with others

Special Requirements:

Coursework must be verifiable on a legible transcript. If selected as a finalist and/or given an offer of employment for this position, you will be required to provide a transcript (may be unofficial). Human Resources will contact the finalist to obtain this required documentation at that phase of the recruitment.

Minimum Qualifications:

High school diploma or GED, supplemented by college coursework in Computer Sciences, Information Systems, or a related field.

Sufficient training and experience to demonstrate the knowledge, skills and abilities listed.

Commitment to diversity. All applicants must have demonstrated sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty and staff. The applicant must be able to demonstrate how their experience with these factors relates to successfully achieving the goals of the position.

Desirable Qualifications:

Demonstrated experience as a support technician or similar role in both Windows and Mac Desktops running Office 365 environment in a large Active Directory Domain.

Experience with basic budget development and maintenance including tracking usage of departmental computer-related supplies.

Knowledge and/or experience with IT Service Management (ITSM) concepts, practices, and procedures.

Prior experience in approaching work and interactions with colleagues and/or students in an equity minded manner. Ability to provide an inclusive and welcoming work/educational environment.

The ability to address the needs of diverse student and/or employee populations.

Working Conditions:

College or District information systems office environment; subject to lifting (up to 50 pounds unassisted); subject to bending and stooping; subject to exposure to electrical hazards.

Salary Range:

$4,325 - $5,242 Per Month

Number of Vacancies:

1

Posting Number:

2015449P

Open Date:

04/08/2021

Close Date:

04/22/2021

Special Instructions Summary:

Special COVID 19 Notice: In-person interviews are suspended at this time and will be replaced by interviews in a virtual format. Thank you for your continued interest in working at North Orange County Community College District.

This is a classified position subject to a one-year probationary period. Initial salary placement will be determined by the Office of Human Resources in accordance with Board Policy and is not negotiable. The applicant selected for the position will be required to provide identification and employment eligibility as outlined in the Immigration Reform and Control Act. NOCCCD will not sponsor any visa applications.

The District may choose to fill one or more positions from this recruitment within the same fiscal year or 8 months, whichever is longer.

To ensure consistency and fairness to all applicants, please do not submit materials in addition to those requested. Additional materials will not be considered or returned. Be sure to complete all questions and sections of the application. For questions which may not apply, indicate “N/A” (not applicable). Do not use terms such as “see resume” or “see attached”.

The minimum required number of references for this position is three (3) and will be requested at the finalist and/or offer of employment phase of the hiring process.

All applications will be screened under a process of utmost confidentiality by a committee of representatives from the college community. Possession of the minimum qualifications does not ensure an interview.

Minimum Qualifications – Experience: One year of experience is equivalent to 12 months of experience at a maximum of 40 hours per week (full time). Applicable part-time experience will be converted to the full-time equivalent for the sole purpose of meeting the experience minimum qualification (Example: Twelve (12) months of part time work experience is equivalent to six (6) months full time).

Minimum Qualifications – Education: 24 units are equal to one year of education. As applicable, education must be from a regionally accredited institution and verifiable on a legible unofficial transcript.

Reasonable accommodations for applicants with disabilities may be requested by calling (714) 808-4810 at least three business days in advance of the scheduled examination/interview date.

Evaluations of foreign degrees and/or coursework are required. See our website at http://www.nocccd.edu/minimum-qualifications for information regarding evaluation of foreign degrees.

 

 

 

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Job No:
Posted: 4/10/2021
Application Due: 4/22/2021
Work Type: Full Time
Salary: