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Student Technical Support Assistant (Substitute)

Employer
South Orange County Community College District
Location
20-Saddleback College

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Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
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Job Details

Classification Title:

Student Technical Support Assistant

Job Category::

Short-Term Temporary (non-teaching)

Job Open Date::

07/21/2021

Position ID::

NBU072121

Job Open ID::

NBU072121

Position Title::

Student Technical Support Assistant (Substitute)

Location:

20-Saddleback College

Department:

Learning Assistance Program (SC-059-085)

Term::

Short-term

Salary Schedule Link::

Click here for current Salary Schedules

Pay Basis::

Hourly

Pay Range::

$26.31/hr

Hours per week::

Up to 25

Receives Benefits: :

No

Permanent link to posting:

https://jobs.socccd.edu/postings/11619

Summary Description::

The South Orange County Community College District is committed to creating an academic and work environment that fosters diversity, equity and inclusion and equal opportunity for all, and ensures that students, faculty, management and staff of all backgrounds feel welcome, included, supported, and safe. Our culture of belonging, openness, and inclusion, makes our district a unique and special place for individuals of all backgrounds.
Our District and our colleges are looking for equity and inclusion-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to the understanding of diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present within our community. When you join our District, you can expect to be part of an exciting, thriving, equity-focused, and inclusive community that approaches higher education with the lens of social justice and collaboration among students, faculty, staff, administration, and community partners. In deciding whether to apply for a position with our District, you are strongly encouraged to consider whether your values align with our District’s mission and goals for EEO, Diversity, Equity, and Inclusion.

This position is a short-term, temporary, Non-Bargaining Unit assignment, not to exceed 160 day/960 hours during each fiscal year. The assignment is on an as needed basis, and may be shortened or extended. You will be contacted should the hiring department/division be interested in scheduling an interview with you to discuss your qualifications and skills. Please do not call the Human Resources Office regarding the status of your application. The most current status of all applications will be available for you to view on our website.

Under general supervision from the appropriate level Manager or Administrator, provides first-contact technical support to all students campus-wide; analyzes and resolves requests for technical assistance involving student accounts, computers, mobile devices, software, printers, and network connectivity problems; assists with the operation of student help desk services; creates and engages in technical support trainings; routes help desk service tickets to appropriate technology services’ staff at the college and district; makes on-campus referrals.

Distinguishing Characteristics::

This is a journey-level class responsible for conducting a variety of technical and instructional support activities to ensure student learning. Incumbents perform the full range of duties as assigned, working independently, and exercising judgment and initiative. Incumbents 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 assigned area of responsibility.

Representative Duties::

The duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices. Please see Job Duties for details.

Knowledge of::

Applicable sections of the state education code and other applicable laws including privacy (FERPA); confidentiality requirements when dealing with personal and sensitive student information.Basic mathematical and statistical principles.Basic methods in the installation and configuration of computer hardware and peripherals such as scanners, printers, and copiers.Basic protocols and procedures for setting up new equipment, troubleshooting, and performing routine maintenance; concepts associated with computer information technology. Current office practices, procedures, methods, and computer equipment, software, and applications related to the work, including word processing, desktop publishing, spreadsheets, graphics, and databases; principles and practices used to establish and maintain files and information retrieval systems; record keeping principles and procedures; principles, practices, and procedures of business letter writing and report preparation.Data collection and basic research principles and practices.District and College organization, operations, policies, and objectives.Diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds; institutional and community resources available to assist a diverse student population; methods and techniques used in public relations and providing customer service to a diverse population.Effective written and oral communication skills including correct English usage, grammar, spelling, punctuation, and vocabulary.Human relations and interpersonal skills to conduct one-on-one or group technical assistance and give demonstrations on the use and application of common desktop applications used for administrative and education purposes; interpersonal skills using tact, patience, and courtesy.Methods and procedures in the uses and functionalities of computer software, including Microsoft Office Suite, Adobe Creative Suite, web services and other applications in common use.Personal computers (district standard software and hardware), web/internet (software, web pages/HTML) and email; personal computer operations pertaining to on-campus resources. Principles and practices of providing training, work direction, and guidance to lower-level staff and student workers.Safety policies and safe work practices applicable to the work.Standard software packages, including word processing, spreadsheet, presentation, graphics and database programs.Techniques for providing a high level of customer service by effectively dealing with the public, students, and District staff; telephone techniques and etiquette.Work organization and basic office management principles and practices; methods and procedures used in scheduling.Writing skills to document technical procedures.

Ability to::

Analyze problems, evaluate alternatives, and make sound recommendations.Assist students in the use of available resources to complete course assignments; identify and assess student needs and assist students in locating appropriate resources; provide assistance to students on matters related to assigned area.Communicate clearly and concisely, both orally and in writing; understand and follow oral and written directions.Create an engaging and positive learning environment in the assigned area. Develop, maintain, and foster effective working relationships involving interactions and communications personally, by phone and in writing with a variety of individuals and/or groups from diverse backgrounds on a regular, ongoing basis.Document technical procedures. Exercise good judgment and discretion in resolving confidential, difficult, and sensitive situations, according to established policies and procedures; use sound judgment in recognizing scope of authority.Interact extensively with and respond to requests and inquiries from students, faculty, staff, and public; effectively present information in person or on the telephone to students, staff, or the public.Learn and apply knowledge in the use of specialized software and college classroom technologies as needed to demonstrate uses and methods to students and others; develop and maintain computer documentation and support information; maintain up-to-date technical support skills; adapt to changing technologies and learn functionality of new equipment, software, hardware, peripherals, devices, and systems.Learn and understand the organization and operation of the assigned division and/or department as necessary to assume assigned responsibilities; understand, interpret, explain, and apply administrative and office policies and procedures as well as pertinent laws, regulations, and ordinances; work within the policies, functions, and requirements of area of assignment.Maintain an adequate inventory of materials for assigned program.Maintain the cleanliness, safety, and organization of assigned area; ensure adherence to safe work practices and procedures; monitor activities in assigned area and enforce policies for proper use and behavior.Operate equipment such as computers, copiers, scanners, printers, and other related equipment.Perform clerical duties; operate office equipment including computers and supporting word processing, database management, spreadsheets, and desktop publishing applications; type or enter data at a speed necessary for successful job performance; establish and maintain filing, record keeping, and tracking systems; apply excellent organization skills and attention to detail.Prepare clear, concise, and comprehensive documentation, reports and other written materials; independently compose and prepare correspondence and memoranda; prepare reports by gathering and organizing data from a variety of sources; research, compile, and interpret data.Provide campus-wide day-to-day technical support in the use of computer hardware, peripherals, software, and online learning platforms; perform minor troubleshooting and maintenance, as necessary; operate, maintain, and explain the operation of a variety of computers/devices.Provide strong and clear verbal and written communication, customer service, and Interpersonal skills; listen actively and effectively, identify and solve problems, and facilitate problem solving. Provide training, work direction, and guidance to lower-level staff and student workers; train others on software applications and other programs.Report to work on a regular and consistent basis, as scheduled, to assigned job.Work effectively under pressure on a variety of tasks concurrently while meeting established deadlines and changing priorities; concentrate on detailed tasks for extended periods of time; work confidentially, independently, and collaboratively. Work with and exhibit sensitivity to and understanding of the varied racial, ethnic, cultural, sexual orientation, academic, socio-economic, and disabled populations of community college students.

Education and Experience Guidelines::

Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying.

Education/Training::

Equivalent to two years of college level course work in computer science, information systems, business science, or a related field.

Experience::

Two years of experience in computer help desk services, including providing user support and analyzing/solving computer hardware, software, network, and applications problems, preferably within a community college setting.

License or Certificate::

A valid California driver’s license and proof of insurability may be required for some positions to drive a District or personal vehicle to attend meetings or pick up/deliver documents or other materials.

Conditions of Employment::

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment::

Work is performed primarily in a standard office setting. Duties are typically performed at a desk or computer terminal; subject to noise from office equipment operation; frequent interruptions and contact in person and on the telephone with students, academic and classified staff, and others. At least minimal environmental controls are in place to assure health and comfort.

Physical Demands::

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. See in the normal visual range with or without correction. Hear in the normal audio range with or without correction.

Additional Position Information::

DIVERSITY, EQUITY, INCLUSION, AND EQUAL EMPLOYMENT OPPORTUNITY: The South Orange County Community College District is committed to creating an academic and work environment that fosters diversity, equity and inclusion and equal opportunity for all, and ensures that students, faculty, management and staff of all backgrounds feel welcome, included, supported, and safe. Our culture of belonging, openness, and inclusion, makes our district a unique and special place for individuals of all backgrounds. Our District and our colleges are looking for equity and inclusion-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to the understanding of diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present within our community. When you join our District, you can expect to be part of an exciting, thriving, equity-focused, and inclusive community that approaches higher education with the lens of social justice and collaboration among students, faculty, staff, administration, and community partners. In deciding whether to apply for a position with our District, you are strongly encouraged to consider whether your values align with our District’s mission and goals for EEO, Diversity, Equity, and Inclusion.

The Immigration Reform and Control Act of 1986, Public Law 99-603, requires that employers obtain documentation from every new employee which authorizes that individual to accept employment in this country. Documentation according to USCIS I-9 guidelines (i.e. ID card and Social Security card) must be presented at the time of hire. Per IRS regulations, a Social Security card must be presented at the time of hire.

DISABILITY ACCOMODATIONS:
If you require special accommodations in the application and/or selection process, please notify District Human Resources (DHR) at least two (2) business days prior to the Job Close Date/Initial Screening Date, by either calling (949) 582-4850 or sending an e-mail to [email protected].
Short term, non-bargaining unit (NBU) positions may only be used on an intermittent/seasonal basis. Ed. Code sect. 88003 states "Short-term employee means any person who is employed to perform a service for the district, upon the completion of which, the service required or similar services will not be extended or needed on a continuing basis.” The exact start and end dates must be submitted. The maximum end date is the end of the Fiscal Year. All positions must be approved approved prior to the employee’s first day of work.
Contingent/conditional job offer: Any NBU job offer that is received is contingent upon successful completion of the Human Resources pre-employment process. The Human Resources hiring process may include, but is not limited to, successful completion of Live Scan fingerprinting (approx. $70), background checks, reference checks, TB testing, as well as completion of new hire paperwork. It is the employee’s responsibility to incur the cost of any testing required for the position, and there will be no reimbursement for this expense.

Failure to successfully complete any portion of the hiring process will invalidate any conditional job offer received. Falsification of, or omission on, any SOCCCD pre-employment paperwork may result in withdrawal of any conditional job offer or termination of employment. NBU at-will employment: After successful completion of the requirements of Section B, an individual may be employed by the South Orange County Community College District as a short-term, temporary NBU employee. Employment will be on an “if and as needed” basis, as determined by the District. NBU employment is at-will, and either party may terminate this working relationship at any time. Neither party shall be required to provide any reason for the separation. NBU employees shall not have reemployment rights or recourse to petition to be reinstated.

Single worksite restriction: NBU employees are limited to working in a single position in one department/site. Interpreters and models are exceptions to single site employment. NBU employees may not also volunteer within the same department/division that they currently work in, or perform similar duties to their NBU position as a volunteer. NBU employees are not able to work from home, and must be supervised.

Work schedules: Department/Division managers, administrators, and/or supervisors shall determine the work schedule of NBU employees to include the number of days and hours worked per week and the start and stop times. 160 day restriction: NBU employees will not work more than 160 days (in any combination of NBU positions) no matter how many hours per day they work. It is the department/division’s responsibility to monitor and track the amount of days that they work to ensure they do not exceed the 160 day limit. It is the department/division’s responsibility to notify Human Resources immediately if their NBU is approaching the 160 day limit. Holidays, sick days, and all other time off on normally scheduled work days counts against the 160 day limit, even if uncompensated. NBU positions are not part of the Classified service and that by working less than 160 days of a college year, NBU employees are not entitled to any employment.

Payroll: The payroll reporting period is from the 15th of the first month to the 14th of the next month. NBU employees are paid on the 10th of the following month. EXAMPLE: Pay Period 06/15/21 through 07/14/21 will be paid on August 10th. Rate of Pay: NBU employees must inquire with their supervisor as to the rate of pay that they will receive. They must have agreed to the rate, prior to accepting and beginning any current or future NBU assignment. Questions regarding rate of pay must be directed to their supervisor. NBU employees are paid according to departmental budgets, the skill set/level of expertise required for the assignment as determined by the supervisor/department/division, and various other factors, not longevity. Holidays/Jury Duty: NBU employees are not paid for holidays or other time not worked (i.e. Jury Duty). California Sick leave: NBU employees are eligible for California Sick leave per AB1522. Information regarding AB1522 is sent to all new hires after the new hire paperwork appointment. Overtime: Time and one-half is paid for all hours worked over 40 in one week, per FLSA guidelines. Shift pay: Does not apply to NBU employees. Meal Periods/Breaks: It is the employee’s responsibility to follow the District’s recommendations regarding breaks and meal periods. Any employee working more than 5 hours per day should take a unpaid meal period for a minimum of thirty (30) minutes. Employees that work less than five (5) hours are not to take a meal period. An employee working over three and one half (3 ½) to seven (7) hours should take one (1) fifteen (15) minute rest period. Employees working seven (7) hours or more per day should take two (2) fifteen (15) minute rest periods. Breaks or meal periods cannot be used to leave early or combined. Retirement information: NBU employees may not work more than 960 hours from July 1st-June 30th. NBU employees who work more than 1000 hours per fiscal year are required to contribute to the California Public Employees’ Retirement System (CalPERS), through payroll deduction of about 7-9%. The District does not intend to employ NBU employees for more than 1,000 hours during any fiscal year. The exception to this requirement is that if a NBU employee is currently contributing to PERS from another agency, they will be required to contribute to CalPERS while employed at SOCCCD. Once an employee joins CalPERS, all future assignments will also have CalPERS deducted. It is the employee’s responsibility to inform their supervisor of their CalPERS status for current and future assignments.

Parking: Non-student (0 units) NBU employees are eligible to purchase Staff parking for $40/year via MySite from Campus Police. Students taking one or more units must purchase Student parking permits, if necessary, and are not eligible to purchase Staff permits. Please see Campus Police for further details regarding parking. NBU Staff must certify that they are not enrolled in units.

ADA Accommodations: The District complies with federal and state disability laws in providing reasonable accommodations for verified disabilities. If you have a physical or mental disability and would like to request reasonable accommodations in the workplace, please complete a Reasonable Accommodation Request Form and/or contact the District ADA Compliance and Leave Administration Manager at (949) 582-4984. All information shared is confidential.

Mandated reporter: Child Abuse and Neglect Reporting: The South Orange County Community College District recognizes the responsibility of its staff to report to the appropriate agency when there is a reasonable suspicion that an abuse or neglect of a child may have occurred. Mandated reporters include faculty, district leadership staff, and classified staff, including Non-Bargaining Unit (NBU) employees. Volunteers are not mandated reporters, but are encouraged to report suspected abuse or neglect of a child. Included in the new hire packet is information regarding Child Abuse Reporting policies and procedures, as well as copies of Penal Code sections 11165.7, 11166, and 11167. Elder and Dependent Adult Abuse Reporting: It is the policy of the South Orange County Community College District to treat reports of violence against elderly persons or dependent adults as high priority criminal activity that is to be fully investigated regardless of the relationship between the victim and the suspect(s).

Campus Crime and Safety Awareness: Information regarding campus crime and safety awareness can be found at www.saddleback.edu or www.ivc.edu. Paper copies are available in Human Resources upon request. Workplace violence: The District is committed to an environment that is free from workplace violence. The safety and security of District employees, students, and visitors is of the highest priority to the District and is essential to carrying out the mission of the District. Unlawful violence or a credible threat of violence from any individual, that can reasonably be construed to be carried out or to have been carried out in the workplace, as these terms are defined in Code of Civil Procedures, Section 527.8, is prohibited.

Drug-Free Environment: The District shall be free from all unlawful possession, use, or distribution of illicit drugs and alcohol by students and employees. The unlawful manufacture, distribution, dispensing, possession, or use of a controlled substance is prohibited in all facilities under the control and use of the District. Any student or employee who violates this policy will be subject to disciplinary action, consistent with local, state, or federal law, which may include the referral to an appropriate rehabilitation program, suspension, demotion, expulsion, or dismissal.

Smoke Free District: It is the intent of the South Orange County Community College District to maintain an educational and workplace environment that is conductive to the health and safety of our students and employees. Realizing the health hazards posed by smoking and by second-hand smoke, it is policy of the South Orange County Community College District to maintain a smoke free environment for all district sites. The use of tobacco products is prohibited within or on any district facility or property. This policy pertains to students, faculty, staff, administrators, visitors and the general public attending events at any site within the district. Additionally, this policy shall apply to all district facilities, owned or leased, regardless of location, and all state and auxiliary vehicles. Tobacco products include but are not limited to the burning of any type of cigar, cigarette or pipe. The use of an electronic cigarette (vapor) or smokeless/chewing tobacco are also prohibited.

Worker’s Compensation/Safety: District Risk Management’s main priority is the health and safety of our employees and students. More information and forms are available on SharePoint under “Business Services.” If a workplace injury or illness occurs, notify your supervisor immediately. NBU employees may be covered by Worker’s Compensation insurance due to an illness or injury received as a result of their job. NBU employees have received the supplemental Worker’s Compensation and Safety packet containing information on Bloodborne Pathogens, the Ergonomics Program, and the Illness and Injury Prevention Plan during their new hire paperwork appointment, and agree to abide by the information contained therein, as well as all applicable Cal OSHA rules and regulations that pertain to their employment.

Student Help and Work-Study positions: For student help positions only: Student Help employees must currently be enrolled in 12 or more units (Fall or Spring Semesters) in order to work as Student Help, and to qualify for the “FICA Exemption” (exemption from paying Social Security and Medicare taxes). If Student Help employees fall below 12 units, they are to notify their supervisor immediately, and their assignment will end. To be eligible for employment during the summer session, Student Help employees must be enrolled in a minimum of six (6) units. Students enrolled in Special Services or in the Emeritus Institute are excluded from the unit requirement. There will be no recovery of FICA monies once deducted from paychecks. Work-study positions: A minimum of 6 units must be taken per semester to continue eligibility. Work-study students may not work during times when they should be in class.

Organization

The South Orange County Community College District, founded in 1967, is one of 72 community college districts in California. It is a multi-campus district comprised of Saddleback College in the City of Mission Viejo, Irvine Valley College (IVC) in the City of Irvine, and the Advanced Technology & Education Park (ATEP) in the City of Tustin. With its strong ties to the 25 communities it serves, South Orange County Community College District links higher education to the quality of life and economic vitality of Orange County while helping generations of residents to fulfill their learning aspirations. South Orange County Community College District currently serves over 40,000 students each semester and employs more than 2,500 faculty and staff.

Saddleback College and Irvine Valley College are accredited, offering associate degrees and providing academic major prerequisites that are transferable to four-year colleges and universities. Critical career technical education programs, popular continuing education courses, and exciting cultural opportunities are also available at each campus.

Distinguished faculty from Saddleback College in Mission Viejo and Irvine Valley College in Irvine provide students with rigorous academic classes, as well as state-of-the-art professional, vocational and skills training. Students, ranging in age from teens to retirees, receive cutting edge, “real world” training, making them highly competitive in the job market. For older, retired students, the Emeritus Institutes offers challenging and enriching special interest courses covering a broad spectrum of educational topics. Vibrant Community Education programs provide myriad lifelong learning opportunities for community members of all ages. Our newest campus, the Advanced Technology & Education Park (ATEP), opened in Tustin the Fall of 2007 by offering courses from Saddleback College, Irvine Valley College, and the Center for Applied Competitive Technologies.

Visit one of our campuses today and help us celebrate over 40 years of education and opportunity!

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