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Grossmont/Cuyamaca Community College District

COMPUTER LAB TECHNICIAN I / HELP-DESK
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Position Number: 1541104
Location: El Cajon, CA
Position Type: Computing - Support and Training

COMPUTER LAB TECHNICIAN I / HELP-DESK

R-00551
San Diego County - Cuyamaca College

Transforming lives through learning isn't just the vision of the Grossmont-Cuyamaca Community College District. It happens every day with our 30,000 students who take the first step in their higher education, become trained for a new career, or learn knowledge that transforms their world perspective.

The Grossmont-Cuyamaca Community College District honors a diverse academic community and fosters equity mindedness across our institutions. As such, the District is committed to eliminating achievement gaps among different student groups by promoting a culture of appreciation for diversity, equity, inclusivity, and social justice, and continuously examining our processes and practices through an equity lens.

The District provides an excellent health and welfare benefits package to its employees. We take care of our employees and have continued to offer medical, dental and vision coverage to eligible employees and their dependents at no charge for any of the plans we offer.

Become a part of this dedicated team in beautiful San Diego County!

Your application must be completed in one sitting. The system will not save an incomplete or unsubmitted application. Please be attentive when applying as many of our positions require multiple attachments. Please review the special instructions to applicants on the job announcement for requirements. For the most seamless process, we strongly encourage you to prepare the required materials before beginning your application.

Job Summary
Application Deadline: August 12, 2019 at 11:59 p.m.

Department: Instructional Computing

Months worked out of the Year: 10 months

FTE: 1.0

Work hours: Monday - Thursday 9:30 a.m - 8:00 p.m. (4/10 schedule); in the summer months the hours would be Monday - Thursday 7:00 a.m. - 5:30 p.m.

Shift Differential: 4%

Starting Salary Range:
Range: 29; $3,414 (Step A) or $3,610 (Step B) Monthly
Based on education and experience

Anticipated Start Date: October 2019
Job Description

Cuyamaca College is looking for an Lab Tech I/ Help-Desk support technician to join our team and provide prompt campus-wide support for faculty, staff, and students. This position works as part of a team during the day, and independently in the evening and is tasked with providing first level support services for all instructional and student technologies located throughout the College. In a fast-paced environment, the technician responds to end-user requests either by phone or by email, applies first level diagnostic techniques to identify problems, and creates tickets for the next level of support if needed.
Support will include troubleshooting both Mac and PC platforms, peripherals (local and network printers, scanners) and mobile devices. Strong customer service and interpersonal skills are a necessity.

SUMMARY:

Under the direction of an assigned supervisor, perform a variety of specialized duties, related to organizing, coordinating, and managing Instructional Computer Labs on a community college campus. Train, assign and coordinate hourly workers. Provide basic Helpdesk technical support to faculty and students for various computer software applications and hardware systems: utilize helpdesk task software to list calls that require follow-up action, and track trends to ensure quality customer service.

ESSENTIAL FUNCTIONS:

Assist instructors or other college support staff in preparation of instructional materials or equipment for classrooms for assigned area.
Maintain records, logs and files and generate reports related to; Instructional Computing Services and Information Systems helpdesk task lists, instructional computer labs, hardware and software inventory, warranties, student ID's, repairs, Instructional Service Outcomes.
Assist students and faculty in instructional computer labs and classrooms with specific software requirements and ensure proper use and care of instructional materials and equipment.
Demonstrate proper use and operation of hardware and software applications in a network setting.
Troubleshoot hardware and software problems, performing necessary repair; document repair work.
Respond to questions from students regarding procedures associated with the operation of the instructional computer network and applications that reside on it.
Operate computers, terminals, printers, and specialized equipment for area of assignment.
Assist in coordinating use of lab and other educational facilities assuring the availability of appropriate supplies and equipment.
Familiarize students with area of assignment assisting them in a step-by-step manner to facilitate the learning process.
Learn new and upgraded instructional software applications to effectively demonstrate and provide assistance to students, faculty and staff.

SECONDARY FUNCTIONS:

Participate in the development, documentation, implementation and enforcement of departmental policies and procedures.
Recruit, interview, evaluate, hire, train and provide work direction to hourly workers. Work with project teams consisting of student workers and lab technicians. Prepare employment forms, monitor hours, and schedule to ensure lab coverage.
Assist in the development of the lab's budget by monitoring expenditures and preparing projections as needed.
Organize, and coordinate the day to day operation of the assigned area.
Order supplies and accessories for assigned area; paper, toner, and cleaning supplies.
Update website content for assigned area and coordinate with the appropriate faculty and staff on content.
Provide a variety of information and assistance to questions from instructors, students, and staff on the phone and in the lab in accordance with established guidelines and policies.
Provide basic campus-wide technical assistance to faculty and students, including network and email accounts, technical desktop support for hardware and software, classroom technology, various computer software applications and operating systems, and district owned mobile devices that utilize the wireless network.
Utilize Instructional Computing Services and Information Systems task lists, document all helpdesk calls, follow-up on calls that are overdue and track trends to ensure quality customer service.
Operation and procedures of a helpdesk, including course management uses and functionality.
Communicate with faculty, staff, vendors and Information Systems staff to answer questions, resolve problems and provide information concerning network operations, wireless connectivity, faculty computers, instructional lab operation and network issues, referring complex problems to Information Systems.
Assist and support other departments with tech support for scheduled classes.
Install and configure workstations, and standalone computers
Assist with installations, classroom images and cloning of instructional computer labs and classroom images, in assigned area.
Assist in training sessions to keep faculty informed of new technologies to maintain and improve existing skill set.
Create and track student picture ID's.
Ensure proper security of personal student information in order to complete a task.
Perform preventive maintenance, minor repairs and upgrades on equipment.
Operate a variety of equipment commonly found in area of assignment.
Maintain laboratory environment, instructional classrooms and related areas in a safe, clean, orderly and good working condition; assure compliance with established safety procedures and regulations. Clean, sanitize all technology on a regular basis to include; CPU's, monitors, keyboards, mice, desks and chairs.
Check and ensure cabling to the workstations are properly connected and secure. Ensure security of the lab and monitor condition of tables, chairs, technology and other equipment used in the area of assignment are in operable and safe condition. Report damaged or broken technology to the appropriate personnel.
Work with appropriate department to ensure software and hardware availability for students with disabilities.
Opening and closing procedures for assigned area.
Perform related duties as assigned.

KNOWLEDGE OF:

Modern principles, practices, procedures and equipment used in assigned area, including telephone techniques etiquette and customer service.
Methods and techniques used in troubleshooting various software applications and hardware problems.
Computers and related instructional technology devices.
Software packages utilized in area of assignment.
Variety of operating systems and software taught in assigned area.
Macintosh/PC installation, technical support, and minor repair.
Technical understanding of hardware and software specifications.
Model and monitor adherence to appropriate safety rules and precautions.
Application of instructional/tutorial procedures and practices for assigned area
Operation and procedures of a helpdesk, including course management uses and functionality
Troubleshooting methods and techniques
Technical aspects in field of specialty
Record keeping techniques.
Correct English usage, grammar, spelling, punctuation and vocabulary.
Interpersonal skills using tact, patience and courtesy
Telephone techniques and etiquette
Customer Service skills
Oral and written communication skills

ABILITY TO:

Learn policies, procedures, activities, and programs, along with state and federal laws, as required in assignment.
Oversee, observe, and monitor instructional classrooms ensuring a smooth operation.
Oversee, train and coordinate hourly workers.
Work effectively and assist students and faculty with a wide range of background and experience in the uses of technology.
Operate computers, printers, scanners, district owned mobile devises, and specialized equipment for area of assignment.
Troubleshoot and resolve minor problems with computers and other instructional equipment, and seek assistance from appropriate technical professional as needed.
Maintain current knowledge of hardware and software in assigned area, and provide assistance to students with the use of technology.
Learn and have a basic understanding of new software applications, including the helpdesk software.
Maintain educational equipment in proper working order.
Perform a variety of lab tests and area demonstrations to ensure appropriate use of computer hardware and software in assigned area.
Install software and hardware
Establish and maintain cooperative and effective working relationships with others; respond to the students, staff, instructors, and public with patience, courtesy and tact.
Understand and follow oral and written instructions.
Follow departmental policies and procedures.
Document and maintain accurate records on computer user calls and resolutions, and prepare clear and concise reports.
Work independently with little direction
Work as a member of a team
Plan and organize work to meet schedules and time lines.
Communicate clearly and concisely, both orally and in writing.
Train and provide work direction to others.

MINIMUM QUALIFICATIONS:

EDUCATION AND EXPERIENCE

Graduation from high school and any combination equivalent to two years of college level course work in computer science or a closely related field or two years' work experience in helpdesk and technical support including public contact.
Work experience in the use of computer hardware and software troubleshooting for area of assignment.
Work experience in customer service, including public contact.
Some experience in the use of instructional equipment or tools used in a computer lab or similar environment is preferred.

WORKING CONDITIONS:

Instructional computer lab and classroom environment
May be subject to lifting, standing, and occasional bending and stooping
General maintenance of lab may result in potential exposure to computer cleaning chemicals. May be required to lift up to 50 pounds.

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Additional Information
SPECIAL INSTRUCTIONS TO APPLICANTS:

Application must be completed in one sitting. Incomplete or unsubmitted applications cannot be saved.

Applicants may find it helpful to refer back to the job posting, specifically the special instructions, while applying. Consider saving the job description or opening a new browser window.
Be sure you have the following materials prepared and ready to attach BEFORE beginning your application.

*note* application materials with pictures or personal information will render your application incomplete. Please do not include any materials that we did not ask for.
Position specific required documents:

Complete and current resume
1-2 page cover letter addressing your philosophy on customer service and how you meet the qualifications for this position. *note* the cover letter is also used while screening your application materials to gain information about your qualifications.

*note* please upload .doc or PDF files. If you are working on Google Docs or Mac files please be sure to save under .doc or PDF for file to upload correctly.

Under Federal Law, employers are required to verify that all new employees are eligible for employment in the United States. Prior to appointment to a position, you must present acceptable proof of your identity and authorization to work in the United States.

GCCCD is an Equal Employment Opportunity and Title IX employer.

Applicants who are protected under the Americans with Disabilities Act and who require accommodations for completing the application process or interviewing should notify the Human Resources Department by calling (619) 644-7679.

Offers of employment are contingent upon successful fingerprint clearance. A processing fee plus Live Scan fee will be required.

To apply, visit https://gcccd.wd1.myworkdayjobs.com/en-US/gcccdcareers/job/San-Diego-County---Cuyamaca-College/COMPUTER-LAB-TECHNICIAN-I---HELP-DESK_R-00551.

The Grossmont-Cuyamaca Community College District, a two-college district in eastern San Diego County, has been providing a high-quality education to the region since Grossmont College opened its doors in 1961 and Cuyamaca College began operating in 1978. The district is tied closely to the suburban and rural communities that it serves, providing a $1 billion economic impact to the region through its payroll, purchasing, and spending by students and alumni.

The district has a strong commitment to diversity and equity with a student population representing a broad variety of backgrounds, ethnicities, socioeconomic levels, cultures and abilities. The district strives to provide an educational environment that fosters cultural awareness, mutual understanding, and respect that ultimately also benefits the global community.

The colleges offer more than 150 degrees and certificates in a wide range of programs. Both colleges have signature programs that have become well-renowned. Grossmont College is recognized for its top-notch Administration of Justice, Culinary Arts, Nursing and Allied Health and Theatre Arts programs, while Cuyamaca is known for its Automotive Technology, Ornamental Horticulture, Environmental Health and Safety and Water/Wastewater Technology programs.