FT User Support Specialist
Salary: $65,169.24 Annually
Job Type: Full Time
Job Number: User Support Specialist - 25
Closing: 1/12/2026 11:59 PM Pacific
Location: Norwalk, CA
Department: User Support Specialist - 25
Division: Information Technology
Description
Equity and Diversity
The District is strongly committed to achieving staff diversity and the principles of equal opportunity employment. The District encourages a diverse pool of applicants and does not discriminate on the basis of race, color, national origin, ancestry, sex, age, religion, marital status, disability, or sexual orientation in any of its policies, procedures or practices. In fact, the college encourages applications from all segments of qualified people.
Closing Date
This position will close on January 12th, 2025 at 11:59 PM (or when 150 applications are received, whichever occurs sooner).
College Profile
Cerritos College is ranked 14th among the top 100 schools with the highest Hispanic enrollment in the United States by the United States Department of Education. Cerritos College serves as a comprehensive community college for southeastern Los Angeles County. Communities within the college's district include Artesia, Bellflower, Cerritos, Downey, Hawaiian Gardens, La Mirada, Norwalk, and portions of Bell Gardens, Lakewood, Long Beach, Santa Fe Springs and South Gate. Cerritos College offers degrees and certificates in more than 180 areas of study in nine divisions. Enrollment currently averages 20,000 students. Visit Cerritos College online at http://www.cerritos.edu
Department Profile
The Information Technology Department includes 5 managers and 29 full-time staff members. Of Which, there are currently 7 Senior Technical Support Specialists positions and 3 Multimedia Technicians under the supervision and direction of the Manager of Information Technology. The Information Technology Department at Cerritos College supports and maintains both instructional and non-instructional functions for the entire campus community on a 140-acre campus.
Summary
Provides first-level contact and primary issue resolution for users with hardware, software, and application issues. Provides technical support and troubleshooting assistance to computer users. Responsible for issue determination, problem recording, problem resolution, and problem escalation as needed. Provides direct operational services and assistance to all user departments.
Distinguishing Career Features
The User Support Specialist is a technical position requiring application of problem solving principles, practices, and procedures. This position requires demonstrated ability to provide technical customer service and troubleshooting to resolve primary hardware and software problems. This position is the initial point of contact for users who communicate their issues.
Job Duties
Essential Duties and Responsibilities
- Receives calls and inquiries regarding questions and problems associated with district hardware, software, and A/V systems.
- Resolves or assigns calls and facilitates distribution of calls to other staff.
- Maintains a system for documenting help desk and repair request calls. May compile lists of questions to computer and software related problems, indexed in such a way that it facilitates consistent response by other Technicians and users.
- Instructs users in one-on-one situations, either in person or by telephone or other media, on the use of common business educational software
- Develops and maintains up-to-date documentation supporting assigned and related areas of responsibility.
- Receives, verifies, and processes new user account requests. Contacts departments to verify names and arranges for training.
- Maintains activity records for production, troubleshooting, and changes.
- Contacts third party vendors for warranty repairs. Collects information on computer and technology related problems. Determines active warranties. Arranges with vendors for visitations, and dispatches non-warranty repairs to onsite technicians.
- Provides basic troubleshooting of user access and problems accessing database files, network, and e- mail.
- Responds to requests and inquiries from system users.
- Maintains currency of knowledge and skills related to the duties and responsibilities
- Performs other related duties as assigned.
Minimum Qualifications
This position requires a high school diploma or the equivalent, plus three years of experience in a technical user support environment. Additional education in computer science, information services, or a related field is preferred and may substitute for experience.
Preferred Qualifications
Experience working with an IT Department
Supplemental Information
Knowledge and Skills
The position requires working technical knowledge of the functions and capabilities of computers and software. Requires the ability to set up, access, and maintain files for an integrated relational database. Requires the ability to establish user access and security. Requires well-developed data entry and keyboarding skills. Requires sufficient writing skills to prepare work instructions and documentation of operations. Requires sufficient human relations skills to orient and serve staff in all departments.
Abilities
Requires the ability to perform recurring and time-dependent tasks. Requires the ability to explain and interpret the functions and capabilities of a computer. Requires the ability to determine the needs of individual departments, and to work with other departments to schedule work. Requires the ability to operate computer equipment. Requires the ability to identify minor problems and make appropriate corrections or escalate it to the appropriate level. Requires the ability to maintain productive and cooperative working relationships with others.
Physical Abilities
Position requires sufficient ambulatory ability to stand and walk for extended periods of time; bend and stoop on an intermittent basis with or without accommodation. Requires the ability to lift, push, and pull objects of light weight (less than 25 lbs.) on an occasional basis with or without accommodation. Requires visual acuity and depth perception, arm-hand-finger dexterity, and hand-eye coordination to operate control panels and keyboards with or without accommodation. The person in this position frequently communicates with members of the campus community.
Licenses and Certificates
May require a valid driver's license to operate District vehicles.
Working Conditions
Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.
Salary/Fringe Benefits
Grade 32 on District Classified Employee Salary Schedule at ($5,430.77 - $6,526.41/month).
Health and welfare benefits include District contribution for medical/dental/vision benefits and employee life insurance ($50,000). (Cash in lieu option available on medical insurance.)
Participation in the Public Employee's Retirement System that is also integrated with Social Security.
Selection Procedure
After the application closing date, a search committee will review and invite the most qualified applicants for an interview. As these are highly competitive positions, meeting the minimum requirements does not guarantee an interview. If you have questions or would like to follow-up regarding your application, please contact Human Resources at HR@Cerritos.edu as search committee members are unable to discuss specific recruitments.
Conditions of Employment This is a full-time, 12-calendar month classified position.
Hours of employment are Monday thru Friday 8:00 AM to 4:30 PM.
Initial placement of employees on Classified Salary schedule is at Step 1. After six months of successful probationary employment, employee is placed at Step 2.
Employment is to be effective as soon as possible following completion of the selection process.
Individual who is offered employment shall be required to obtain fingerprints for a criminal history clearance through the State Department of Justice and remit the required fee for processing the fingerprints, Federal Bureau of Investigation (no fee if obtained at Cerritos College Campus Police Station), produce an original social security card, and submit negative TB test results (must be within the past four years or within the last 60 days if not previously employed in a school district in California) before employment.
Candidates must be able to provide proof of California residency prior to employment.
Proof of eligibility to work in the United States and signing of loyalty oath per Government Codes 3100-3109.
**Please note - the District does not provide for immigration sponsorships such as H1B Visas.
Application Procedure
Application materials must be submitted by the closing date. We are committed to providing an inclusive and accessible application process. If you require a reasonable accommodation to apply or interview due to a disability, please contact Human Resources at hr@cerritos.edu as early as possible. While advance notice (ideally at least 72 hours before the application deadline or scheduled interview) helps ensure we can meet your needs, we will make every effort to accommodate requests made at any time.
It is the applicant's responsibility to provide copies of all transcript(s) verifying all educational degree(s) and/or coursework required for the position. Transcripts must be from regionally accredited institutions. A foreign transcript must be evaluated by a NACES certified agency. The website address is www.naces.org.
Required Documents
- Cover Letter
- Resume/Curriculum Vitae
- Copy of Unofficial Transcripts (Must show all coursework completed and the conferral date of the degree) OR High School Diploma if applicable
- Letters of Recommendation (2)
To apply, visit https://www.schooljobs.com/careers/cerritosedu/jobs/5143778/ft-user-support-specialist
The District ensures that all qualified applicants for employment and employees have full and equal access to employment opportunity, and are not subjected to discrimination in any program or activity of the District on the basis of national origin, religion, age, sex or gender, race, color, medical condition, ancestry, sexual orientation, marital status, veteran status, physical or mental disability, or because he or she is perceived to have one or more of the foregoing characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics. .
