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Job ID: 127867

User Support Short-Term
Coast Community College District

Date Posted Aug. 20, 2019
Title User Support Short-Term
University Coast Community College District
Costa Mesa, CA, United States
Application Deadline Open until filled
Position Start Date Available immediately
  • Classified Staff
  • Information Technology
Under direct to minimum supervision of the head of the Division, Department, or Program, the non-academic, non-classified short-term support employee will provide services to the department to support and assist regular employees by performing a variety of needed temporary tasks.

Non-academic, non-classified short-term employees are not part of classified service. Non-academic, non-classified short-term employees are at-will employees, have no entitlement rights to any position in the District, and are not benefits eligible. Short-term employment shall not result in the displacement of Classified personnel.
Non-academic, non-classified short-term employees perform services and tasks, which once completed, will not be extended or needed on a continuing basis. Short-term non-classified employees perform services that are not re-occurring and are not a permanent component of the District's operations. Short-term employees may be employed to perform work at a one-time event that occurs on an irregular basis.

Short-term non classified employees may not exceed 160 working days within a fiscal year (July 1 - June 30) and may not exceed 19 working hours per week and may only occupy one primary assignment within the District.

*Retired CalPERS Annuitants:  may not exceed 960 hours in a fiscal year (July 1 through June 30)*
Provides first level response and support to end users.  Assesses initial requests, calls, and emails and escalates situation to the appropriate staff for resolution as needed. Responds to and assists with customer support requests and documents reported issues, as well as solutions. 

Distinguishing Career Features
The IT Help Desk Technician is the first-level support in a career ladder encompassing workstation, network, and applications support. The IT Help Desk Technician is capable of troubleshooting basic software and configuration issues, assisting in restoring computer account access, and providing general technical guidance on the use of District computer applications.

Essential Duties and Responsibilities     
* Provides assistance to staff on utilizing computer and software programs including remote access and on the proper use of audio-visual or electronic equipment.     
* Receives and resolves basic user 'help desk' calls, including computer account and voicemail password resets.  Documents calls, forwarding work order requests to other technology staff for advanced topics.     
* Participates in initial troubleshooting and triage to resolve hardware and operations problems, including but not limited to connectivity, internet access, electronic mail and file servers.  Works with fellow staff, equipment users, and vendors to identify and resolve problems.     
* Develops and maintains up-to-date documentation supporting assigned and related areas of responsibility.  This includes procedures and steps for equipment setup, help desk questions and answers, and inventory records.

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