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Student Help Desk Technician

MiraCosta College

Last Updated: 1/27/23

Job Description


Student Help Desk Technician
MiraCosta College


For full details and to apply, go to https://jobs.miracosta.edu/postings/3307

Type of Assignment: Full Time
Assignment Category: Regular Position

Position Details:
One regular, part-time position, 18 hours per week, 12 months per year on the Oceanside campus.

The current work schedule is Monday through Thursday, 6:30 pm to 9:00pm; and Friday, 8:00am to 4:30pm; however, at some point in the future, the work schedule will include regular hours scheduled on Saturday. During the six month probationary period, the person selected for this position will be required to work in-person. Following successful completion of the probationary period, the person may be approved to work remotely. The person selected for this position will be subject to assignment to any district facility during any hours of operation.
MiraCosta College believes that flexible work enables employees to achieve a more successful balance between work responsibilities and family life. The District offers the opportunity to telework (remote work) for certain positions, depending on the operational needs of the District and the provisions of the telework policy. Probationary and temporary employees are not eligible to telework unless approved by the appropriate vice president. No employee is guaranteed the right to telework. No employee shall be authorized to telework 100% of the time; regular, on-campus presence is expected for all District employees on a weekly basis.
IMPORTANT: MiraCosta College requires that all employees be fully vaccinated against COVID-19 in order to promote a safe and healthful workplace for employees and to promote the health and safety of our campus community. Unvaccinated employees are at greater risk of contracting and spreading COVID-19 within the workplace and to the college community that depends on college programs and services. As of August 23, 2021, all employees must submit proof of vaccination or request and receive approval for a medical or religious exemption prior to their start date. For more information, please visit https://www.miracosta.edu/covid/covid-vaccination-requirements.html.

Salary Range: 17
Compensation: Starting at $26,379.45 per year (range 17, step 1), with annual salary step increases up to step 5. In addition, after five years of district service, employees earn a longevity stipend that increases over time.

Employees must make arrangements for the direct deposit of paychecks into the financial institution of their choice, via electronic fund transfer.

Benefits:

  • Vacation, sick leave, and up to 18 paid holidays
  • Retirement benefits
  • Free and confidential employee assistance program
  • Wellness Program
  • Participation in the District’s Early Retirement Program
  • Professional Development Opportunities
  • Tuition fee reimbursement
  • Childcare Facility (Oceanside Campus)


Position Term in Months: 12

Application Procedure:
In order to be considered for this position, you must submit the following documents directly in the online system and finish applying and receive a confirmation number:

1. Application on which you list all relevant experience.

2. A current resume or curriculum vitae summarizing your educational background and experience.

3. A cover letter addressed to the “Screening and Interview Committee” specifically describing how your experience aligns with the Essential Duties, Other Duties, and Desirable Qualifications.

The screening and interview committee will review application materials for up to three to four weeks following the first screening date. Applicants selected for interview will be contacted by phone; those not selected for interview will be notified by e-mail once interview candidates have been scheduled.

Offer of employment to the person selected for this position is contingent upon 1) proof of being fully vaccinated* for COVID-19 or requesting and receiving approval for a medical or religious exemption; 2) successful completion of a pre-placement physical exam at district expense; 3) submission of a current tuberculosis test clearance; 4) proof of eligibility to work in the United States; 5) fingerprint clearance; and 6) approval by the Board of Trustees.

*Individuals are considered fully vaccinated against COVID-19 two weeks or more after they have received the second dose in a 2-dose series (e.g. Pfizer-BioNTech or Moderna), or two weeks or more after they have received a single-dose vaccine (e.g., Johnson and Johnson [J&J/Janssen]).

Retired STRS members are not eligible for this position.

Basic Function:
Under general supervision, plan, organize and provide student help desk services including first-contact technical assistance involving computers and mobile device software and network connectivity; route helpdesk technical support trouble tickets to appropriate Information Technology Services (ITS) staff; respond to requests for information and support regarding student services programs, policies and other matters; provide back up support to the employee help desk; and perform related duties as assigned.

Distinguishing Characteristics:
Student Help Desk Technician is distinguished from Help Desk Technician in that an incumbent in the latter class is responsible for organizing and operating the employee help desk while the former provides help desk services to students having problems with campus online systems.

Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

1. Exhibit an equity-minded focus, responsiveness, and sensitivity to and understanding of the diverse academic, socioeconomic, cultural, gender identity, sexual orientation, and ethnic backgrounds of community college students, and employees, including those with physical or learning disabilities, and successfully foster and support an inclusive educational and employment environment.

2. Operate and oversee processes for logging incoming requests via phone, email or chatroom; triage student requests following established procedures and perform a wide range of corrective actions or route to other departments or AIS staff for resolution.

3. Provide technical support to students having problems with campus online systems, software, connectivity, remote access and computing devices; ensure student help desk service during standard hours of operation as well as high-demand periods including enrollment, the beginning of a new term, or broad implementations such as new or system upgrades; keep users updated of problem-resolution status.

4. Develop, edit and update the Student Help Desk website; develop and maintain a knowledge base of frequently asked questions and training tools in Chatbot and on the website.

5. Maintain working knowledge of online campus systems as well as their respective policies and procedures; attend training sessions as needed.

6. Respond to requests for information from students, staff, and the public regarding district and student support programs, policies, procedures and regulations; assist students with completion and electronic submission of applications and forms; check status of course prerequisites, status of payments and waivers and other issues impacting student accounts.

Other Duties:
1. Provide backup coverage of the employee and payroll help desk as needed.

2. Document all user requests by creating a knowledge base of past problems and solutions.

3. Compile information, make computations, establish and maintain files.

4. Prepare a variety of narrative and statistical reports, records and summaries.

5. Perform related duties as assigned.

Knowledge Of:
1. Extensive knowledge of the district’s student information systems and basic knowledge of employee information systems.

2. Personal computers (district standard software and hardware), web/internet (software, web pages/HTML), common browser operations and email.

3. Customer service and telephone techniques and etiquette.

4. Standards, methods, practices and techniques for troubleshooting and triaging system, computer software/hardware problems and device errors and failures applicable to assigned help desk responsibilities.

5. Basic operating systems, characteristics, commands and components applicable to the District’s computer platforms.

6. Basic practices and methods of systems and procedures for establishing network connectivity.

7. District organization, operations, policies and objectives including basic functions and procedures of student services departments and support programs at all District campuses.

8. Applicable copyright rules and regulations.

9. Modern recordkeeping and office practices, procedures and equipment.

10. Basic math.

11. Applicable sections of the state education code and other applicable laws including privacy (FERPA).

12. Safety policies and safe work practices applicable to the work.

13. Written and oral communication skills including correct English usage, grammar, spelling, punctuation and vocabulary and basic technical writing.

Ability To:
1. Troubleshoot hardware, software and network connectivity issues on multiple operating systems and computing devices and provide routine technical support.

2. Obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses, solutions and referrals.

3. Analyze problems, evaluate alternatives and make sound recommendations.

4. Respond calmly, tactfully, efficiently and creatively to a variety of students, faculty, staff and administrators in a high demand environment with many interruptions.

5. Assist students with basic student services activities or provide referrals to appropriate department to resolve issues.

6. Learn new computer and technical support information quickly and convey it to others.

7. Plan and prioritize projects and work independently with directions from supervisor.

8. Maintain confidentiality of District, employee and student files and records.

9. Understand and follow oral and written directions.

10. Multi-task and prioritize projects.

11. Interpret, apply and explain rules, regulations, policies and procedures.

12. Prepare reports by gathering and organizing data from a variety of sources.

13. Maintain a variety of files, records and statistics.

14. Perform basic arithmetic calculations.

15. Communicate effectively, both orally and in writing.

16. Operate a computer and standard business software.

17. Demonstrate sensitivity to and understanding of diverse academic, socioeconomic, cultural, ethnic and disability issues.

18. Establish and maintain effective working relationships with all those encountered in the course of work.

Education & Experience:
To be eligible for this position, you must meet and provide evidence of the following minimum qualifications:

Graduation from high school or GED equivalent, AND at least one (1) year of responsible experience in the operation of computer help desk services that involves providing user support; or an equivalent combination of training and experience. An associate degree is preferred.

NOTE: For work experience, one “year” is defined as equivalent to 40 hours per week for 12 months, or at least 2,080 hours.

Desirable Qualifications:
Help desk experience, call center experience, customer experience with the general public and knowledge of computers PC & MAC.



Licenses & Other Requirements:
A valid California driver’s license and the ability to maintain insurability under the district’s vehicle insurance program.

Physical Effort:
The physical efforts described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Primarily sedentary with intermittent standing, walking, bending and stooping; occasional light lifting and carrying of objects weighing up to 25 pounds; ability to travel to a variety of locations on and off campus as needed to conduct district business.

Emotional Effort:
Ability to develop and maintain 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; ability to work effectively under pressure on a variety of tasks concurrently while meeting established deadlines and changing priorities.

Working Conditions:
Primarily business office environment; subject to frequent contact and interruption; intermittent exposure to individuals acting in a disagreeable fashion; may work at any district location or authorized facility during day and/or evening hours with occasional evenings and/or weekends on an as-needed basis. Occasional local travel may be requested.

Posting Number: S22/23030P
Human Resources Contact Information: jobs@miracosta.edu or [Register to View]
Job Close Date:
Open Until Filled: Yes
First Screening Date: Applications will continue to be accepted until the position is filled.

Diversity, Equity & Inclusion


About MiraCosta College
MiraCosta College is one of California's 115 public community colleges. The district operates two campus sites and two centers, and offers a robust online education program. Situated between San Diego and Los Angeles, MiraCosta College benefits from multicultural influences and cultural opportunities. Both students and staff enjoy a friendly atmosphere and the feeling that we are all here to help one another. MiraCosta College is an Equal Opportunity Employer with a commitment to diversity, equity, and inclusion. For more details, please visit our website at https://www.miracosta.edu/office-of-the-president/board-of-trustees/_docs/3400BP-Diversity-Equity-Inclusion.pdf




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Company Details

Oceanside, California, United States
MiraCosta College is one of California's 115 public community colleges. The district operates two campus sites and two centers, and offers a robust online education program. Situated between San Diego and Los Angeles, MiraCosta College benefits from multicultural influences and cultural opportunities. Both students and staff enjoy a friendly atmosphere and the feeling that we are all here to help...