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Classified Employment Opportunities

HELP DESK TECHNICIAN
Information Technology

Supplemental Questionnaire

Download Classified Employment Application


PRIORITY FILING DEADLINE

Monday, July 14, 2014
(initial screening date; open until filled.)

GENERAL DESCRIPTION

Santa Rosa Junior College is seeking an individual with demonstrated technical skills and customer service skills to join an outstanding team of faculty, staff and administrators to provide high quality services to our District, our community, and most importantly to our students. This is a regular full-time Classified position. The work schedule will be 8:00 a.m. - 5:00 p.m., Monday through Friday. Candidates must have scheduling flexibility to meet the changing needs of the department. Under general supervision, provides Tier 1 and some Tier 2 technical software, hardware and network problem resolution to all District computer users by performing question/problem diagnosis and guiding users through step-by-step solutions over the phone, in person or via e-mail, while maintaining confidentiality; clearly communicates technical solutions in a user-friendly, professional manner; provides end-user training as needed; assists staff in the department as needed; troubleshoots a wide variety of computer peripheral problems; escalates problems on to appropriate Information Technology staff as needed; conducts hardware and software inventory database maintenance and reporting; and performs related work as required. This position is contingent upon funding and Board approval.

DEPARTMENT DESCRIPTION

The IT Department is responsible for providing network, server, telecommunication, computing hardware, software, and instructional computing classroom and lab support for all staff, faculty, and administrators at Sonoma County Junior College District.

The Infrastructure and Network Team is part of the Information Technology Department and consists of help desk technicians, network technicians, systems administrators, telecommunications specialists, and management. It is the responsibility of this team to provide IT infrastructure services for staff, faculty and students on the Santa Rosa and Petaluma campuses as well as the Districts various satellite locations.

QUALIFICATIONS

Required Abilities and Knowledge: The ability to deliver technical customer support over the phone, in person, or via e-mail in a calm and professional manner; maintain current knowledge of emerging information technology trends and developments; identify, troubleshoot, prioritize and resolve a wide range of technical computer related problems; make the distinction between Tier 1, 2 and 3 end-user problems; identify, evaluate and solve end-user problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.

The knowledge of desktop operating systems, various software applications and computer hardware; principles and theories of network systems and management; Internet technologies and products; basic understanding of electrical safety procedures.

Required Education/Experience: Graduation from High School with some related college level coursework and industry-related certification such as A+ or MCTS (Microsoft Certified Technology Specialist) AND Previous experience providing end-user phone support for current computing hardware and current application packages OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.

Preferred:

  • Significant current help desk experience serving a large organization preferred. Increasingly responsible experience supporting the following technologies preferred:
  • Microsoft Windows 7 operating systems
  • Apple Mac OSX 10.6 and above operating systems
  • Google Android and Apple iOS mobile device management
  • Cisco VoIP IP telephony and voice mail systems
  • Microsoft Office 2011 and above
  • Dell OptiPlex desktop hardware support
  • Image deployment technologies

Requires a sensitivity to, and understanding of, the diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds of community college students.

If you do not possess the minimum qualifications exactly as stated above, you must file for equivalency. If claiming equivalency, applicants are responsible for documenting all course work, degree programs and related professional experience at time of application.

SPECIAL REQUIREMENTS

Must be able to sit for prolonged periods of time in front of a computer; must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

LICENSE OR CERTIFICATE

This classification requires the use of a personal or District vehicle while conducting District business. Must possess a valid (Class C)California drivers license and an acceptable driving record.

SCOPE

The Help Desk Technician fields all Help Desk inquiries from District employees and creates the initial record of the request; coordinates equipment loan program; assists with District user authentication system; and coordinates warranty service with third-party vendors.

EXAMPLES OF DUTIES

Identifies, diagnoses, and resolves Tier 1 and some Tier 2 problems including but not limited to: software and hardware, network, e-mail, phone system, and new technology over the phone, in person or via email; communicates solutions to end-users; provides one-on-one end-user problem resolution over the phone, in person or via e-mail for District approved software and hardware. On an as needed basis, provides training for end-users on a wide variety of technology related topics; delivers, tags, sets up, and configures desktop hardware, software and peripherals; performs desktop hardware repair on computer equipment and peripherals and coordinates timely repair of computer equipment requiring third-party vendor contact; coordinates computer equipment loan program; assists with enabling and disabling of District user authentication system accounts; assists in the creation of end-user documentation.

APPLICATION PROCEDURES

In order to be given priority consideration for this position, applicants must submit AN ORIGINAL PLUS ONE COPY OF EACH of the following documents by the priority filing deadline:

  1. A completed Santa Rosa Junior College Classified Application Form, Personal Data Form and Applicant Notification Form. Voluntary Data Form is optional.
    • If applicable, completed Equivalency Form and supporting documents.
  2. A statement describing your demonstrated experience in understanding and being sensitive to the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of community college students, faculty and staff.
  3. A cover letter explaining your interest in the position, including how you meet the requirements and are qualified to perform the duties as listed in the Example of Duties section of this announcement.
  4. Current Resume.
  5. Copies of transcripts of all college level course work. Unofficial copies (both sides) are acceptable, but official transcripts must be submitted prior to hiring. If transcripts are from an institution outside of the United States, applicants must provide a formal evaluation of their foreign degree(s) at the time of application. Contact the Human Resources Department for more information.
  6. Copy of current DMV printout showing acceptable driving record (within the last 6 months).
  7. Completed Supplemental Questionnaire.
  8. If applicable, proof of Microsoft Certified Professional (MCP)

PLEASE SUBMIT ONLY MATERIALS REQUESTED.
(In loose-leaf form - no folders or binding please.)

In addition to the pre-employment requirements listed under the Application Materials and Procedures section in this job announcement, the candidate selected will need to successfully pass a pre-employment medical examination at the District's expense.

COMPENSATION AND BENEFITS

  • Salary Range: $3,956 - $4,812 per month (2013/14 Classified Salary Schedule); maximum initial placement at $4,364 (placement within this range based on experience as documented in application materials.)

  • Fringe benefits: The District offers a competitive health & benefits package for employees and eligible dependents (benefits are pro-rated for part-time employees).

  • Leave/Holiday time: Full-time classified members earn 8 hours of sick leave and start off accruing 6.67 hours of vacation for each month worked (accrual rate increases after third year of employment and rates are pro-rated for part-time employees). Employees are also compensated for holidays recognized by the District (14 holidays/year, pro-rated for part-time employees).

Classified employees are required to become a dues paying member of the Service Employees International Union (SEIU), or pay a service fee.


MORE ABOUT SRJC


Application Materials & Procedures

To download job announcements and application materials, please go to http://www.santarosa.edu/hr/job-openings/job-openings.php or contact us to be mailed the materials to apply :

Human Resources Department

Santa Rosa Junior College

PHYSICAL ADDRESS: 1988 Armory Drive

MAILING ADDRESS: 1501 Mendocino Avenue

Santa Rosa, CA 95401

PHONE (707) 527-4954

FAX (707) 527-4967

EMAIL bhodenfield@santarosa.edu


The office is located in the Button Building on the college campus and is open from 8:00 a.m. to 5:00 p.m., Monday through Friday.

All documents included in your application file become the property of the college and will not be returned. Your file for this opening will not be considered for future openings. New documents must be submitted for each opening.

It is the candidate's responsibility to be sure that ALL required materials are in the Human Resources Department by 5:00 p.m. on the priority filing deadline to be given priority consideration. Applications received after the priority filing deadline will be considered only if the initial priority screening is unsuccessful.

Following the priority filing deadline, applications which are complete for screening will be forwarded to a screening committee for review. Approximately 15 to 20 days later, we will notify you whether or not you have been chosen for interview. Those applicants most suitably qualified for the position will be invited to appear for oral interviews before a Screening Committee. The Screening Committee may include representatives from the Faculty, the Administration, the Classified Staff, the Student Body, and the Board of Trustees.

Although Santa Rosa Junior College does not reimburse candidates for expenses related to the first interview, candidates traveling from out of the area for administrative or full-time faculty positions who are selected as finalists will be offered a travel stipend for their administrative interview(s).

If you are in need of special services or facilities due to a disability in order to apply or interview for this opening, please call the Human Resources Department.

CONDITIONS OF EMPLOYMENT (Prior to beginning employment):

  1. In accordance with Federal Law all employees must provide proof of eligibility to work in the United States.
  2. Pass a pre-employment physical examination.
  3. Must be fingerprinted and have background clearance (at applicant's expense); and
  4. Must take a TB test (once hired and every four years thereafter).

The Jeanne Clery Annual Security Report, which includes personal safety and crime prevention information, related District policies, and District crime statistics, is available at www.santarosa.edu/police or paper copies are available upon request from the District Police Department.

Equal Employment Opportunity

SRJC attracts and retains the most qualified faculty and staff from diverse backgrounds. This is achieved through an inclusive recruitment strategy and a rigorous, thorough hiring process that begins with the fair and consistent evaluation of each application for minimum qualifications and demonstrated skills specific to each position. Because the ability to serve students from broad cultural heritages, socioeconomic backgrounds and genders is a key commitment of the College mission, SRJC actively encourages applications from candidates who recognize the value that diversity brings to a professional educational community.