Help Desk Support Technician

Position Number: 2013141138
Department: Information Technology
Job Category: Classified Unit A
Time (Percent Time): 100%
Term (months/year): 12 months/year
Current Work Schedule (days, hours): Monday - Friday: 1:00 p.m. - 10:0 p.m.
Salary Range: A-79
Salary: Steps 1 - 6: $4,465 - $5,699 per month
Shift Differential: Shift differential eligibility based on the current collective bargaining agreement
Open Date: 04/12/2021
Initial Screening Date: 06/30/2021
Open Until Filled: Yes

Application Procedure:
Complete application packets will be accepted until the position is filled; however, those submitted by 11:59 p.m. (PST) on June
30, 2021 (Initial Screening Date) are assured consideration.

Applicants must submit all of the following materials online unless otherwise noted at Mt.SAC Employment Website to be considered for this position:

1. A Mt. San Antonio College online application.
2. A cover letter describing how the applicant meets the required education and experience.
3. A detailed résumé that summarizes educational preparation and professional experience for the position.
4. Two letters of recommendation that reflect relevant experience (do not use social media or professional networks as a means to provide letters of recommendation).
5. If applicable, College and/or university transcripts showing the awarded/conferred degree are required and must be submitted with the online application by all applicants, including current or former employees of the college, to demonstrate that the required educational qualifications are met. Unofficial transcripts are acceptable at the time of application; however, copies of diplomas are not accepted in lieu of transcripts.


Health & Welfare:
The College contributes an annual premium up to the family coverage amount for Kaiser Permanente $15 office visit medical, DeltaCare HMO dental, VSP vision and life insurance plans. Lifetime retirement benefits provided for eligible retirees.

The District participates in the Public Employees’ Retirement System (PERS), State Teachers’ Retirement System (STRS) retirement programs, and National Benefit Services.

*Note Salary and Health & Welfare Benefits are subject to change


Basic Function/Overview:
DEFINITION
Under general supervision, provides first-level contact and primary issue resolution for users with hardware, software, and applications issues; monitors enterprise systems for device failures, error messages and other network malfunctions; responsible for issue determination, problem/incident recording, problem resolution, and problem escalation as needed; provides direct operational services and assistance to all user departments.

SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from the Director, Academic Technology and Infrastructure. Exercises no supervision of staff.

CLASS CHARACTERISTICS
People in this position are responsible for providing technical customer service and troubleshooting to resolve primary hardware and software problems. This position is the initial point of contact for users who communicate their issues by phone, internet, or occasionally in person. This position is also responsible for investigating system problems and initiating correct recovery procedures. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. The work involves frequent contact with others and coordination of multiple concurrent activities. In the event that the issue rises above the level of troubleshooting and support provided by this position, record of the incident is passed on to more experienced or technical staff in the information technology support series. This classification is distinguished from the Information Technology Support Technician in that the latter spends a greater percentage of time in the field and is responsible for resolving complex issues that can not be settled with the level 1 contact.


Essential Duties/Major Responsibilities:
1. Evaluates, responds to, and resolves first-level requests for computer assistance from users, including students, experiencing primary problems with hardware, software, networking, and other computer related technologies.
2. Obtains and records concise user issue information; provides accurate and timely logging of issues and resolution of issues in the documentation database.
3. Escalates issues as appropriate following District procedures.
4. Monitors scheduled processes and system alerts on enterprise systems; identify and analyze computer or processing problems and resolve or escalate according to procedures and documentation.
5. Verifies and monitors support equipment for the Data Center; contacts appropriate personnel if problems exist.
6. Prepares tapes and inputs volume numbers on the offsite tape storage system for daily pickup; maintains backup files and tape libraries according to daily production schedules and departmental standards and procedures; cleans system resources, including all hardware and the tape library.
7. Diagnoses problems, performs troubleshooting and remedial actions to correct problems, and/or recommends and determines solutions.
8. Researches, resolves, and follows up on user problems; refers more complex problems to specialized or higher-level personnel.
9. Delivers, installs, or assists personnel in the installation of personal computers, software, and peripheral components such as monitors, keyboards, printers, disk drivers, switches, hubs, and cabling.
10. Tests, clones, loads, and configures specified software packages such as network operating systems, word processing, or spreadsheet programs onto computer; may modify specific applications for use by division; deploys software, settings, scripts, and batch files to workstations remotely.
11. Instructs users in software applications usage and basic computer navigation; advises users on best security practices.
12. Creates baseline software sets, adhering to campus standards, for various makes and models of computers.
13. Installs, maintains, and repairs printers, copiers, and scanners, addressing both hardware and software issues.
14. Assists in relocating departments or divisions throughout campus, including the breakdown and reassembly of offices.
15. Assists in coordinating activities with help desk, network services, or other information technology staff.
16. Assists less experienced and new staff as required.
17. Participates in group problem solving activities to promote continual business process improvements and initiatives.
18. Performs other related duties as assigned.


Other Duties:
Performs other related duties as assigned.


Knowledge Of:
1. Applicable District and departmental codes, policies, and procedures.
2. Basic principles and practices used in the operations, maintenance, and administration of network operating systems, data processing, enterprise computer systems, personal computer system hardware, and related software systems.
3. Basic techniques and methods of computer hardware and software evaluation, implementation, and documentation.
4. Personal computer and network system application software packages.
5. Personal computers and peripherals, as well as, network hardware, including hubs, switches, and cabling.
6. Troubleshooting, configuration, and installation techniques.
7. Computer hardware, software, network technology, and operating system products.
8. Occupational hazards and standard safety procedures.
9. Business letter writing and record keeping principles and procedures.
10. Methods, techniques, and practices of data collection and report writing.
11. Methods in error handling and recovery
12. Resolution of data processing issues
13. Tape library and backup file management
14. Modern office practices, methods, and computer equipment and applications related to the work.
15. English usage, spelling, vocabulary, grammar, and punctuation.
16. Techniques for providing a high level of customer service by effectively dealing with the public, vendors, students, and District staff, including individuals of various ages, disabilities, socio-economic and ethnic groups.


Skills and Abilities:
1. Perform a variety of functions in the operation of a variety of computer equipment and peripheral components; troubleshoot related problems and take appropriate action.
2. Use critical thinking skills to understand and interpret system alerts and error messages.
3. Identify and implement effective course of action to complete assigned tasks.
4. Identify and resolve hardware and software problems and perform minor repairs.
5. Set up PC and network hardware and install and configure software.
6. Train staff on software applications and hardware usage.
7. Establish and maintain a variety of filing, record keeping, and tracking systems.
8. Respond to and effectively prioritize a high volume of phone calls and other requests for service.
9. Organize own work, set priorities, and meet critical time deadlines.
10. Operate modern office equipment including computer equipment and specialized software applications programs.
11. Use English effectively to communicate in person, over the telephone, and in writing.
12. Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
13. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.


Minimum Qualifications/Education & Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Equivalent to an Associate’s degree from a regionally accredited college in computer science or related field and one (1) full-time equivalent year of responsible experience performing first-level technical support on personal computers and peripheral equipment, including software administration in a multi-user environment.


Equivalencies:


Preferred Qualifications:


License(s) & Other Requirements:


Examination Requirements:


Working Environment:
Incumbents work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Due to the nature of work, employees may come into contact with fumes, dust, and/or odors. Incumbents may interact with staff and/or students in interpreting and enforcing departmental policies and procedures.


Physical Demands:
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer and telephone; to operate a motor vehicle to visit various District sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Incumbents in this classification frequently bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Incumbents occasionally lift, carry, push, and pull materials and objects up to 20 pounds.


Hazards:


Conditions of Employment:
Official offers of employment are made by Mt. San Antonio College Human Resources and are made contingent upon Board approval. It is also required that a final offer of employment will only be made after the candidate has successfully been live-scanned and clearance for employment is authorized by Human Resources. Costs for live-scan services shall be borne by the candidate.

Notice to all prospective employees - The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Administrative Procedure 3518, titled Child Abuse Reporting, as a condition of employment.

As required by the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Mt. San Antonio Community College Annual Security Report is available here: Mt. SAC Annual Security Report 2017

The person holding this position is considered a ‘Responsible Employee’ under Title IX of the Educational Amendments Act of 1972 and is required to report to the College’s Title IX Coordinator all relevant details reported to him or her about an incident of alleged sexual misconduct including sexual harassment, sexual assault, dating and domestic violence and stalking.


Typing Certificate Requirements:


Special Notes:
Please note: A confirmation number will be assigned when your application packet indicates the supplemental questions have been answered and a document has been attached to each required link. Assistance with the online application process is available through the Office of Human Resources at 1100 N. Grand Avenue, Walnut, CA 91789-1399. Human Resources: (909) 274-4225. E-mail: employment@mtsac.edu.

DO NOT include photographs or any demographic information (e.g. D.O.B, place of birth, etc.) on your application or supporting documents.

TRAVEL POLICY: Costs associated with travel in excess of 150 miles one way from residence for the purpose of an interview will be fully reimbursed (at the economy rate). Relocation costs will be borne by the successful candidate. Travel reimbursement claims (original receipts) must be submitted no later than 30 days following the interview date.


Foreign Transcripts:
Foreign Transcripts: Transcripts issued outside the United States require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the filing deadline.


Inquiries/Contact:
Human Resources at 1100 N. Grand Avenue, Walnut, CA 91789-1399. Human Resources: (909) 274-4225. E-mail: employment@mtsac.edu.


Selection Procedure:
A committee will evaluate applications, taking into account breadth and depth of relevant education, training, experience, skills, knowledge, and abilities. The screening committee reserves the right to limit the number of interviews granted. Meeting the minimum qualifications for a position does not assure the applicant of an interview.

Interviews may include a writing sample, committee presentation, and/or performance test. The start date will be following Board approval and receipt of live scan clearance.


Special Instructions to Applicants:
To be guaranteed consideration, it is the applicant’s responsibility to ensure that all required materials are received before the initial screening date and time indicated on the job posting. Incomplete application packets will not be considered. All application materials will become College property, will not be returned, and will not be copied. Please visit our employment website at Mt. SAC Employment Website to complete and submit your application for this position.

Letters of Recommendation
Confidential letters of recommendation are not accepted for this position. All letters of recommendation must be uploaded to the application.


EEO Policy:
The College is an equal opportunity employer. The policy of the College is to encourage applications from ethnic and racial minorities, women, persons with disabilities, and Vietnam-era veterans. No person shall be denied employment because of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (gender), age, sexual orientation, or the perception that a person has one or more of these characteristics.


Conflict of Interest:
Mt. San Antonio College employees and the Board of Trustees members shall not engage in any employment or activity that is inconsistent with, incompatible with, or in conflict with Mt. San Antonio College’s Administrative Procedures (AP 2710 Conflict of Interest, AP 2712 Conflict of Interest Codes).


Cancel RTF Policy:
WE RESERVE THE RIGHT TO RE-OPEN, RE-ADVERTISE, DELAY OR CANCEL FILLING THIS POSITION.

THIS RECRUITMENT MAY BE USED TO FILL FUTURE VACANCIES.


To apply, visit https://hrjobs.mtsac.edu/postings/8219





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