Help Desk Technician I (Needles Center) at Palo Verde… · Needles

ABOUT THE COLLEGE

Palo Verde College is a publicly supported 2-year college located in the beautiful Southeastern California desert. Yearly enrollment is approximately 7,000 students (full and part-time).

Palo Verde Community College is an Equal Opportunity Employer and is committed to providing an educational environment which affirms and supports diversity in its faculty, staff, and administration, and promoting an environment of inclusion. At Palo Verde College, we value every team member’s contribution in achieving the mission of providing excellent educational programs and services that contribute to the success of our students and the vitality of the community we serve. We are looking for individuals who enjoy working collaboratively in an environment of diversity, culture, thinking, and learning.

Palo Verde College is designated as a Hispanic-Serving Institution (HSI) and proudly offers many programs to serve and support our diverse student body. College faculty are expected to be willing to utilize different learning and teaching methods appropriate to the students they serve. Palo Verde College expands access to higher education and learning opportunities by providing education via in person, online, correspondence education, hybrid classes, and interactive television (ITV) modalities. Further information on the College's distance education programs can be found in the College Catalog. In addition, Palo Verde College is committed to serving students who have been impacted by the criminal justice system through education. Resources for teaching classes for incarcerated or formerly incarcerated students are available through the Rising Scholar Network.

LOCATION

Palo Verde College is located in the City of Blythe at one of the busiest entrance points to California. The college is located in a desert oasis adjacent to the beautiful Colorado River and the Palo Verde Valley. Blythe, and the fertile Palo Verde Valley, is primarily a farming and ranching area. Boating, fishing and hunting attract many tourists. The Palo Verde Valley is centrally located between Phoenix and Los Angeles, Las Vegas and the Mexican border. The valley’s great climate, with more than 350 days of sunshine and mild winters, attracts thousands of winter visitors every year.

NATURE OF THE POSITION

Under the supervision of the Chief Technology Officer, or designee, the Help Desk Technician I is the first point of contact for students, staff and faculty seeking technical assistance for campus technology issues. The Help Desk Technician I serves as members of the Palo Verde Community College District IT User Services Team by providing technical support over the phone and in person, and maintaining the smooth operation of the Palo Verde Community College District’s technology.

DUTIES AND RESPONSIBILITIES

1. Primary responsibility is user support and customer service. Be present, visible and available to users requiring technical assistance.
2. Responds verbally to questions from callers and walk-ins; remotely assist students, staff, and faculty with technology problems in offices, classrooms, and assist in person with problems in the computer labs.
3. Learns fundamental operations of commonly used software, hardware, and other equipment. Support the district’s audio, visual, lighting, teleconferencing, and technical needs for instruction, classrooms, events and meetings.
4. Follows standard Help Desk operating procedures; accurately log all Help Desk contacts using Help Desk tracking software.
5. Maintains computer labs desktops and classroom technology.
6. Attends all Help Desk training sessions.
7. Becomes familiar with available help resources; stay updated on campus technology changes and problems.
8. Becomes familiar with the Palo Verde Community College District’s policies, services, and staff.
9. Assists in training and mentoring student workers.
10. Directs calls and helpdesk tickets to appropriate IT staff as necessary.
11. Performs a variety of minor network problem analysis and monitoring tasks for the Information Technology Help Desk; monitor IT network management systems and respond appropriately to user requests and problems; perform initial problem analysis and triage problem to IT technical staff when appropriate.
12. Compiles data and prepare reports setting forth progress, adverse trends and appropriate recommendations based on information from the help desk system.
13. Participates in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.
14. Participates in the creation and distribution of network related information to users to include information such as help desk procedures, IT department newsletter and network/desktop handbooks and How-To documents.
15. Assists in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage.
16. Assists in on-site installations of network systems for users, which require the ability to see, bend, reach, reach overhead, squat, kneel, crawl under desks and in tight spaces, and manual dexterity to connect intricate wiring.
17. Requires a variable work schedule which will include late evening shifts and weekends at times.
18. Requires driving to off-campus work sites.
19. Assists with purchasing paperwork, renewals and maintenance contracts, departmental communications, file storage and organization both paper and electronic, maintains software library and other clerical functions.
20. Escalates complex or unresolved issues to appropriate IT staff following department protocols.
21. Assists in identifying technology barriers that may limit access for students or employees with disabilities or limited digital literacy.
22. Demonstrates a strong commitment to diversity, equity, inclusion, and accessibility principles in all aspects of job performance; actively promotes and creates a welcoming and inclusive environment.
23. Maintains awareness of emerging best practices in digital accessibility, equity in technology, and culturally responsive support models.
24. Performs other duties, related to the position, as assigned.

KNOWLEDGE AND ABILITIES

KNOWLEDGE OF:

1. Basic computer hardware, operating systems, and standard office software.
2. Helpdesk support procedures and ticketing systems.
3. Classroom and lab technologies, including AV systems, projectors, etc.
4. Network fundamentals and troubleshooting basics.
5. College policies, student services, and general IT practices.
6. Learning Management Systems, the District’s online registration system, HTML, FTP programs, Adobe products.
7. Principles of customer service and user support.
8. Audio/visual equipment setup and support.

ABILITY TO:

1. Communicate clearly and professionally with users of varying technical skill levels.
2. Work effectively in a fast-paced, multi-tasking environment.
3. Follow established procedures and escalate issues when necessary.
4. Work responsibly with or without direct supervision.
5. Learn new technologies and adapt quickly to changes.
6. Organize tasks and prioritize requests based on urgency and impact.
7. Maintain Confidentiality and handle sensitive information responsibly.
8. Work independently and collaboratively within a team.

REQUIRED QUALIFICATIONS

1. High School diploma or GED equivalent.
2. Minimum one (1)year experience in a customer service-related field. Tenacity in troubleshooting and resolving problems.
3. Sensitivity to and understanding of the diverse academic, ethnic, racial, age, national origin, religious, gender, sexual orientation, disabilities, and socio-economic backgrounds.

PREFERRED QUALIFICATIONS

1. Associates Degree with an emphasis in a computer-related field OR equivalent combination of work experience and coursework.
2. IT-related professional certifications.
3. Experience in public sector IT environment.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

1. Working in the Information Technology environment.
2. Working for extended periods on computers and with electronic equipment.
3. Working in extreme temperature environments.
4. Ability to drive a motor vehicle.
5. Physical ability to work in an environment which is typical of this position.
6. The incumbent must be able to perform the essential functions of the job, with or without a reasonable accommodation.

CLASSIFICATION/SALARY

1. This is a 12-month full time classified position. May include evening and weekend duty.

2. Row 5 on the classified salary schedule.

3. The district offers an attractive package of fringe benefits including medical, prescription, dental, vision and life insurance as accorded per CSEA agreement.

APPLICATION PROCESS Our employment online application process is designed to assist the search committee in evaluating whether or not you possess the required knowledge and skills for the position for which you are applying. Job-related information from all applicants will be evaluated to identify those best qualified. Only the best-qualified applicants will be selected for testing and further consideration. Therefore, the online application must be completed to allow a comprehensive review and evaluation. Failure to complete the online application (and supplemental material, when required) will constitute failure to comply with the selection process and the application will be rejected.

1. To guarantee consideration, a completed application and any other required material listed, must be submitted with the online application by the published closing date.
2. Applications are only accepted for positions currently open for recruitment.
3. Meeting minimum requirements does not guarantee you an interview.
4. Current employees who are applying for a position should be aware that material from their personnel files will not be included as part of the application packet, and they should provide information on past and present employment in the same degree of detail as any other candidate.
5. Applicants wishing to apply for more than one position must submit a separate application and required materials for each position.
6. Legible photocopies of documents will only be accepted.
7. Travel costs related to the interview process will be borne solely by the candidate.
8. Please read the job announcement/description carefully to ensure your background and education meet the requirements of the position
9. The selection process may also include practical exercise (i.e., training demonstration and/or other written, technical manipulative, or simulation exercises), or skilled testing to evaluate candidates’ qualifications.
10. Applicants with foreign transcripts must be evaluated by an Accredited United States Institution, please see the approved organizations listed in the following link: https://www.ctc.ca.gov/docs/default-source/leaflets/cl635.pdf?sfvrsn=bb4f6e6a_6 or the National Association of Credential Evaluation Services link: https://www.naces.org/

REQUIRED DOCUMENTS

Cover Letter

Resume

Diversity Statement

Copies of Transcripts (Must show all work completed and the conferral date of the degree. If hired original transcripts must be submitted)

Six References (3 Professional and 3 Personal)

Professional Licenses (If applicable)

Recommended: Typing Certificate