Coordinator, Help Desk

Position Number: CM-046-2021
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: 7:30am - 4:30pm
Salary Range: A-98
Salary: Steps 1 - 6: $5,394 - $6,885 Monthly
Shift Differential: Shift differential eligibility based on the current collective bargaining agreement.
Open Date: 11/01/2021
Initial Screening Date: 11/30/2021
Open Until Filled: Yes

Application Procedure:
Complete application packets will be accepted until the position is filled; however, applications submitted by 11:59 p.m. (PT) on the listed 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. 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.
5. Optional – Three letters of recommendation that reflect relevant experience (do not use social media or professional networks as a means to provide letters of recommendation). Confidential letters of recommendation are not allowed for this position.

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:
OVERVIEW:
The IT Help Desk Coordinator is responsible for coordinating overall Help Desk activities to ensure that user issues and requests are addressed in an efficient, effective, and professional manner. The environment is dynamic with periods of high demand for services followed by steady requests for routine work. The IT Help Desk Coordinator leads by example to provide customer service, technical support, cross-team coordination, and record keeping.

DEFINITION:
Under general supervision, serves as coordinator for the help desk function by triaging user issues and routing to the appropriate technical staff, recording and tracking requests for assistance, and conducting troubleshooting to resolve primary hardware and software problems.

SUPERVISION RECEIVED & EXERCISED:
Receives general supervision from the Director, Academic Technology and Infrastructure. Exercises technical and functional direction over and provides training to lower-level staff.

CLASS CHARACTERISTICS:
This is the advanced journey-level in the help desk support class series responsible for coordinating help desk activities to ensure that user issues are addressed in an efficient and effective manner. This position provides technical customer service and troubleshooting to resolve primary hardware and software problems. The work involves frequent contact with others and the coordination, scheduling, and assignment of multiple concurrent activities. Employees at this level are required to be fully trained in all procedures related to the assigned area(s) of responsibility, working with a high degree of independent judgment, tact, and initiative. This classification is distinguished from the Information Technology Support Technician in that the latter spends a significant amount of time in the field performing technical support duties and does not have responsibility for coordination of the help desk.

Essential Duties/Major Responsibilities:
1. Oversees the day-to-day operations of the help desk; functions as a liaison between the help desk and customers; coordinates the rotation schedule of staff to meet call volume.
2. Identifies, researches, and resolves complex technical issues.
3. Monitors pending issues in the queue to ensure timely resolution.
4. Evaluates, responds to, and resolves first-level support requests for computer assistance from users, including students, experiencing primary problems with hardware, software, networking, and other computer related technologies.
5. Obtains and records concise user issue information; provides accurate and timely logging of issues and resolution of issues in the documentation database.
6. Develops, implements, and monitors effective escalation procedures.
7. Ensures that help desk objectives are clearly defined and communicated to staff; develops processes and procedures to increase the effectiveness of the help desk in meeting customer expectations; reviews service levels periodically to ensure objectives are being met.
8. Diagnoses problems, performs troubleshooting, and establishes remedial actions to correct problems, and/or recommends and determines solutions.
9. Researches, resolves, and follows-up on user problems; refers more complex problems to specialized or higher-level personnel.
10. Trains lower-level and new staff as required.
11. Participates in group problem solving activities to promote continual business process improvements and initiatives.
12. Learns and applies emerging technologies and, as necessary, to perform duties in an efficient, organized, and timely manner.

Other Duties:
Performs other related duties as assigned.

Knowledge Of:
1. Principles and practices used in the operations, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems.
2. Techniques and methods of computer hardware and software evaluation, implementation, and documentation.
3. Personal computer and network system application software packages.
4. Personal computers and peripherals, as well as, network hardware, including hubs, switches, and cabling.
5. Troubleshooting, configuration, and installation techniques.
6. Computer hardware, software, network technology, and operating system products.
7. Basic principles and practices of providing technical and functional direction and training to assigned staff.
8. Applicable Federal, State, and local laws, rules, and regulations, and District and departmental codes, policies, and procedures.
9. Business letter writing and record keeping principles and procedures.
10. Methods, techniques, and practices of data collection and report writing.
11. Modern office practices, methods, and computer equipment and applications related to the work.
12. English usage, spelling, vocabulary, grammar, and punctuation.
13. 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. Identify and resolve hardware and software problems and perform minor repairs.
3. Set up PC and network hardware and install and configure software.
4. Train staff on software applications and hardware usage.
5. Plan, schedule, assign, and oversee activities of assigned IT support personnel at the help desk.
6. Identify and implement effective course of action to complete assigned work.
7. Prepare clear and concise reports, correspondence, and other written materials.
8. Interpret, apply, explain, and ensure compliance with District policies and procedures, complex laws, codes, regulations, and ordinances.
9. Establish and maintain a variety of filing, record keeping, and tracking systems.
10. Respond to and effectively prioritize a high volume of phone calls and other requests for service.
11. Diagnose problems, perform remedial actions to correct problems, and/or recommend and determine solutions.
12. Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
13. Operate modern office equipment including computer equipment and specialized software applications programs.
14. Use English effectively to communicate in person, over the telephone, and in writing.
15. Understand scope of authority in making independent decisions.
16. Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.
17. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Minimum Qualifications/Education & Experience:
Equivalent to an Associate’s degree from a regionally accredited college in computer science or related field and four (4) years of responsible experience performing technical support on personal computers and peripheral equipment, including software administration in a multi-user environment.

Equivalencies:
Any combination of training and experience which would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications is listed in the Minimum Qualifications section.

Preferred Qualifications:


License(s) & Other Requirements:


Examination Requirements:


Working Environment:
Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees 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 and 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. Employees must possess the ability to 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.

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:
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 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 personal 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 reimbursed up to a $500 maximum (per position recruitment). Relocation costs will be borne by the successful candidate. Travel reimbursement claims must be submitted no later than 30 days following the interview date.

THE MT. SAN ANTONIO COLLEGE DISTRICT WILL NOT SPONSOR ANY VISA APPLICATIONS.

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. Accredited evaluation agencies can be found on the National Association of Credential Evaluation Services Website.

Inquiries/Contact:
Human Resources
1100 N. Grand Avenue, Walnut, CA 91789-1399.
Phone: (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.

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/8669





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