Helpdesk Specialist, Information Technology Services

Oakland, Alameda County
Mar 18, 2014
Administrative Jobs
Technology, IT Support & Training


Helpdesk Specialist, Information Technology Services
Full-time, Non-exempt

Reports To:
Manager of Technology Training


Mills College is a nationally respected independent liberal arts college for women with graduate programs for both women and men.  Located on 135 lush acres in the foothills of Oakland, California, the College enrolls approximately 946 undergraduate women and 597 graduate women and men. Consistently ranked one of the top colleges in the West by U.S. News & World Report and one of the “Best 377 Colleges” by The Princeton Review, Mills provides a dynamic liberal arts education fostering women’s leadership, social responsibility, and creativity.

Under the direction of the Manager of Technology Training, the Specialist will operate the helpdesk and assist staff, faculty and students in a broad range of computer application, account, computer services and general computer use questions. This position advances some of the goals set out in the Mills Strategic Plan by ensuring that faculty, staff, and students have access to reliable computing help to perform the work of the college.

Essential Job Functions:
• Occupy and operate the Helpdesk station and phone lines.
• Maintain the Helpdesk application.
• Manage Helpdesk tickets, workflow and overall ITS usage.
• Respond to user requests and questions locally, in email, via remote control and by phone.
• Maintain Helpdesk courseware, documentation, webpages and community announcements.

Additional Duties and Responsibilities:
• Assist desktop computing services and training with writing and editing of courseware, documentation, webpages and community announcements.
• Backup the IT purchaser role.
• Participate in review and planning internal to the training team and in planning for other teams projects both IT and elsewhere in the community
• Participate in management meetings with ITS and other departments for project planning and direction setting.
• Perform related duties as needed.

Minimum Requirements

Required Knowledge, Skills, and Abilities
The successful incumbent will possess strong interpersonal and organizational skills, high personal energy level, a positive attitude, and excellent writing and speaking skills.

Knowledge of:
• Desktop computer hardware and software installation and troubleshooting strategies.
• Computer network concepts and related equipment including network routers, wireless access points, hubs and basic network cabling.
• Apple Macintosh and Windows PC operating systems.
• A wide range of computer applications including Microsoft Office Word, Excel, Outlook and Power Point.
• Preparation of written reports and correspondence;
• Documentation creation/maintenance

• Interpersonal skills using tact, patience, and courtesy.
• Oral, written, and organizational skills.
• Communicate technical information to non-technical personnel.
• Communicate effectively in writing and orally.
• Maintain complex records and be able to prepare complete and concise reports.
• Prioritize and handle multiple projects requiring independent execution.
• Understand and carry out oral and written directions; work under pressure and deadlines.
• Work independently by following established principles.
• Establish and maintain effective and productive working relationships within a diverse and multicultural environment.
• Establish and maintain an effective customer service orientation towards all persons contacted during the course of job performance.

Education and Training:

Associate degree
1-2 years’ experience in computer-related hardware, software, troubleshooting and repair.

Physical, Mental and Environmental Demands
• Work primarily involves sitting for long hours and using office equipment. The incumbent will often spend long hours on the helpdesk which requires attention to detail and high levels of accuracy.
• Work occasionally requires bending to adjust or work with office equipment.
• Work occasionally requires physical exertion such as lifting heavy objects over 50 pounds.
• The incumbent will be located in a busy, open office area. Interruptions and meeting with a variety of people will be required on a regular basis.
• There are a number of deadlines associated with this position, which may cause significant stress.

This position pays $20.51 per hour, and includes an excellent benefits package including medical/dental/vision/life/LTD insurance/403(b) retirement plan, 10 days’ vacation the first year, plus 12 sick days and 13 paid holidays annually. Staff members also receive free admission to campus events, use of the pool, fitness center, and tennis courts. Tuition remission is also available after an introductory period.

Mills College does not permit discrimination based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sex, sexual orientation, or gender identity. For more information on Mills’ non-discrimination policy, pleased go to


To apply, please go to:

Please submit a resume, cover letter, and the contact information for three references, and the Mills College Application Form.

Review of candidates will begin immediately; applications will be accepted until the position is filled.


Reasonable accommodations to enable participation in the selection process may be requested by qualified disabled individuals by writing to the above address, or by calling (510) 430-2282.