San Jose Evergreen Community College District
HELP DESK TECHNICIAN
San Jose Evergreen Community College District, San Jose, California, United States, 95199
Overview
The Help Desk Technician reports to the Supervisor of Help Desk and Reprographics at the District Office. The work schedule is 12 months per year; 40 hours per week; Monday - Friday; 8:00 a.m. - 5:00 p.m. This position is represented by CSEA (California School Employees Association), Chapter 363. Position Purpose
Under the direction of the Help Desk and Reprographics Supervisor or assigned administrator, perform a variety of technical and skilled tasks in the Help Desk operation; respond to and assist in the diagnosis of problems through interactions with users including problem recognition, research, documentation, troubleshooting and resolution of problems. Distinguishing Characteristics
This position provides support for all standardized Information Technology products and services used at the District-wide locations and tracks all support requests. The Help Desk provides first level technology support for students, faculty, staff and administrators and communicates major IT outages and incidences according to management standards. The Help Desk Technician communicates with users to determine the source of the problem, troubleshoot and provide appropriate solutions. Responsibilities
Provide first level technology support for users and assist with problem resolution in technical areas such as computers, printers, video, software, audio-visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc. Respond to user questions and inquiries in a timely manner through telephone, e-mail, text, social media, oral and written forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities. Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware. Follow up with users to ensure the reported problems are fully resolved. Use the Help Desk tracking software to log, assign, and track all support tickets. Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner. Ensure assigned backup tapes are rotated according to the schedule and process. Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed. Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable. Monitor and manage the Help Desk voicemail, email, social media and other forms of communication. Research and recommend new products or procedures. Help identify and implement innovative solutions for users. Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services. Perform related duties as assigned. Knowledge, Skills and Abilities
Knowledge of: Principles of technical troubleshooting and problem solving. Principles of networking and computer functionality. Computer hardware systems, printers, software applications such as Microsoft used in college operations. Working knowledge of help desk software, databases and control of remote computers. Principles of training, support, and services to end-users. Principles of customer service. Principles of providing guidance to others. Skills and Ability to: Operate computer systems and related peripheral equipment. Communicate clearly and concisely both orally and in writing. Respond to inquiries in a courteous, tactful manner. Establish and maintain cooperative and effective working relationships with others. Work together in a team environment. Multitask, prioritize and meet task timelines. Work with attention to detail and independently with minimum supervision.
#J-18808-Ljbffr
The Help Desk Technician reports to the Supervisor of Help Desk and Reprographics at the District Office. The work schedule is 12 months per year; 40 hours per week; Monday - Friday; 8:00 a.m. - 5:00 p.m. This position is represented by CSEA (California School Employees Association), Chapter 363. Position Purpose
Under the direction of the Help Desk and Reprographics Supervisor or assigned administrator, perform a variety of technical and skilled tasks in the Help Desk operation; respond to and assist in the diagnosis of problems through interactions with users including problem recognition, research, documentation, troubleshooting and resolution of problems. Distinguishing Characteristics
This position provides support for all standardized Information Technology products and services used at the District-wide locations and tracks all support requests. The Help Desk provides first level technology support for students, faculty, staff and administrators and communicates major IT outages and incidences according to management standards. The Help Desk Technician communicates with users to determine the source of the problem, troubleshoot and provide appropriate solutions. Responsibilities
Provide first level technology support for users and assist with problem resolution in technical areas such as computers, printers, video, software, audio-visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc. Respond to user questions and inquiries in a timely manner through telephone, e-mail, text, social media, oral and written forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities. Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware. Follow up with users to ensure the reported problems are fully resolved. Use the Help Desk tracking software to log, assign, and track all support tickets. Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner. Ensure assigned backup tapes are rotated according to the schedule and process. Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed. Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable. Monitor and manage the Help Desk voicemail, email, social media and other forms of communication. Research and recommend new products or procedures. Help identify and implement innovative solutions for users. Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services. Perform related duties as assigned. Knowledge, Skills and Abilities
Knowledge of: Principles of technical troubleshooting and problem solving. Principles of networking and computer functionality. Computer hardware systems, printers, software applications such as Microsoft used in college operations. Working knowledge of help desk software, databases and control of remote computers. Principles of training, support, and services to end-users. Principles of customer service. Principles of providing guidance to others. Skills and Ability to: Operate computer systems and related peripheral equipment. Communicate clearly and concisely both orally and in writing. Respond to inquiries in a courteous, tactful manner. Establish and maintain cooperative and effective working relationships with others. Work together in a team environment. Multitask, prioritize and meet task timelines. Work with attention to detail and independently with minimum supervision.
#J-18808-Ljbffr