El Camino College
Help Desk Consultant- Information Technology Services
Req: C2223-171
Division: Information Technology Services
Close Date: WEDNESDAY, JULY 12, 2023 at 3:00 p.m.
Complete job description and application available online at: https://elcamino.igreentree.com/css_classified
Basic Function
Under the direction of an assigned supervisor or director, assist users of all skill levels in person or by using other assistance technologies, answer a wide variety of questions concerning hardware and software operation and follow up to ensure customer satisfaction. Serve as the primary user/customer contact and liaison between end users and Information Technology Services staff regarding voice and data technology. Maintain a database of work requests and problem resolutions.
Representative Duties
Troubleshoot basic computer problems, general Internet and application issues for users in person or by using other assistance technologies.
Recommend or perform minor remedial actions to correct problems based on knowledge of systems operation.
Explain installation, modification, and how to make minor repairs to hardware and software systems. Refer more complex issues, problems, and repairs to appropriate support staff.
Diagnose computer communication problems for customers using college resources.
Escalate user problems to appropriate Information Technology Systems staff or supervisors as needed.
Track user problems and inform the user of the status.
Provide assistance to other Information Technology Services staff.
Distribute dial-in access instructions and software to users.
Gather and publish statistical information regarding Help Desk functions on a regular basis.
Create, update, and maintain service desk software work requests with documentation for future inquiries.
Answer and record in service desk software and resolve basic hardware and software problems by walking end-user through simple procedures and processes for resolution of Software, LAN, WAN, PC, and Telephone difficulties.
Coordinate on-site technical support for emergency status calls when software and/or equipment failures occur.
Notify end users of major network or application software system difficulties and provide divisions with status updates of estimated down time.
Provide assistance and instructions for first-time customers.
Help maintain the District’s service desk software.
Perform other related duties as assigned.
Job Qualifications
Education and Experience:
Equivalent to two years of course work from an accredited college or university and one year of responsible experience working with computer applications, operations, and systems or four years of relevant technical support experience.
Other Desired Qualifications
Knowledge/Areas of Expertise:
Hardware and associated peripherals (printers, scanners, video, etc.)
Operating systems configuration and problem solving methods
Office automation fundamentals, operating systems, and applications such as Windows, Microsoft Office, Mac OS, and Internet browsers.
Data system terminology used in job documentation and systems communications.
Emergency procedures related to system malfunctions.
Problem-solving techniques with the ability to assist end users.
Abilities/Skills
Communicate effectively orally and in writing to record data, convey ideas, facts, and information effectively and accurately to faculty, students, staff, and the general public.
Use telephone directories and other resources to quickly locate telephone numbers and related information.
Maintain professionalism and discretion when working with extremely sensitive private or security information (system access, passwords, employee and/or student personal data, etc.)
Ask clear questions, elicit desired information, listen actively, and demonstrate understanding.
Organize and prioritize work and identify and use potential sources of data.
Establish and maintain effective working relationships.
Maintain restraint and keep calm when faced with interpersonal conflict.
Distinguish between important and trivial details.
Identify what information is needed by others for effective actions.
Ability to learn new and/or changing hardware, software, and support technologies.
WORKING CONDITIONS
Lift and carry up to 25 pounds.
Long periods of standing and sitting.
Extensive use of the telephone.
Move from one location to the other.
CLOSING DATE: WEDNESDAY, JULY 12, 2023 at 3:00 p.m.
Starting salary is $5,028 per month.
Generally, new employees start at the first step on the salary schedule. Advanced salary placement may be considered on a case-by-case basis. Salary increases are granted on the first day of the month following each year of service, until Step F is reached ($6,442 monthly).
Employees contribute 8% of their earnings toward the Public Employees Retirement System (PERS)
CONDITIONS OF EMPLOYMENT
This is a full-time, twelve-month position subject to a probationary period. The standard work week is 40 hours of scheduled duty per week of not more than five consecutive workdays. Schedule may vary to include hours outside of the normal work schedule and weekends depending on operational need.
Offer and acceptance of employment is subject to verification of all information provided on the employment application, credential(s), and transcripts. Candidates selected for employment must agree to be fingerprinted, submit Certificate of Completion of the Tuberculosis Risk Assessment and/or Examination, provide proof of eligibility for employment in the United States, and present a valid Social Security card upon hire.
ADA ACCOMMODATIONS
Applicants with disabilities requiring special accommodations must contact the ADA Compliance Officer at least five (5) working days prior to the final filing date: ADA Job Applicant Accommodation Request (maxient.com)
BENEFIT HIGHLIGHTS
Health, Life, Dental and Vision Insurance
The College provides a diversified insured benefit program for all full-time employees, including medical, dental, vision and life insurance. Dependent medical, dental, and vision insurance is available, toward which both the College and the employee contribute.
Sick Leave and Disability
Paid sick leave is granted equal to one day for each month of service. Sick leave days may be accumulated indefinitely.
Retirement
Full-time employees contribute a percentage of their regular salary the Public Employees Retirement System (PERS) and Social Security. Previous employment performed in a different public retirement system may allow eligibility to continue in the same retirement system.
Summer Work Hours
During the summer, employees work eight 32-hour work weeks with full pay.
TO APPLY
An applicant must submit the following by the closing date:
Online application: http://www.elcamino.edu/jobs
Resume including educational background, professional experience, and related personal development and accomplishments.
Pertinent transcripts as stated in the required qualifications. (Unofficial computer-generated academic records/transcripts must include the name of the institution and degrees awarded to be acceptable.) Multiple page transcripts must be loaded as ONE PDF document.
Foreign Transcripts: Transcripts issued outside the United States of America 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. For information on transcript evaluation services, please visit: http://www.ctc.ca.gov/credentials/leaflets/cl635.pdf.
IMPORTANT NOTE: Documents submitted or uploaded for a previous position cannot be reused for other positions. You must submit the required documents for each position you apply for by the closing date. Failure to do so will result in an incomplete application. Applications with an incomplete status will not receive consideration. You may check the status of your application online.
If you need assistance you may call 310-660-3593 Ext. 3807 between the hours of 8:00 a.m. and 4:00 p.m., Monday through Friday or by email at hr@elcamino.edu.
Due to the large volume of calls received on closing dates, we highly recommend that you do not wait until the last day to apply so that we may assist you with questions or technical matters that may arise. Give yourself sufficient time to complete the profile, which may take 45 minutes or more. Positions close promptly at 3:00 p.m. PST (pacific standard time).
JEANNE CLERY ACT COMPLIANT
In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, El Camino College has published Annual Security Reports and all required statistical data, which can be found on the Police Department webpage at www.elcamino.edu/about/depts/police/cleryact/index.aspx. These publications include Clery crime statistics for the previous three years relevant to El Camino College classes and activities, in addition to institutional policies concerning campus safety and security. The information is also available in printed form in the lobby of the Police Department and in select locations on campus. Upon request, the Campus Police Department can provide or mail out copies of this publication. Contact them at 310-660-3100.
EL CAMINO COLLEGE IS AN EQUAL OPPORTUNITY EMPLOYER
The El Camino Community College District is committed to providing an educational and employment environment in which no person is subjected to discrimination on the basis of actual or perceived race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental or physical), sex, gender (including pregnancy and childbirth), sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, military and veteran status, or retaliation; or on any other basis as required by state and federal law.
Education and Experience: Equivalent to two years of course work from an accredited college or university and one year of responsible experience working with computer applications, operations, and systems or four years of relevant technical support experience.
