End User Support Technician

THE POSITION

Title: End User Support Technician
Position Type: Full time
Requisition No: 24043
Category: Classified
Supervisor: Director of Information Systems
Last Updated: January 2024
Job Purpose: Overseeing and supporting End User services for all employee and student needs
Location: Remote, various locations throughout California
Salary Range: The beginning salary range for this position is Range Classified-20,
(Steps 1-3) $74,305.95 - $81,936.21.

POSITION OVERVIEW

In this role, the successful candidate would be responsible for overseeing and supporting End User services for all employee and student computers, printing, hotspot, productivity software, and collaboration technologies. GSuite, Okta, Zoom, macOS, Windows OS, and Chromebooks are key technologies in our environment in addition to student facing technologies where Level 1 / 2 support will be required. Responsibilities include troubleshooting, training, and if required, vendor escalation as well as providing written documentation of new features and functionality. Excellent problem solving and analytical skills are required to isolate problems, recommend solutions and implement solutions.

KNOWLEDGE, SKILLS, AND ABILITIES

• The ideal candidate should be a self-starter with the ability to work both independently and in a collaborative team environment.
• Demonstrate understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, staff and faculty.

MINIMUM QUALIFICATIONS

• Minimum 2 years of experience in an information technology technical support role
• Experience with End User Support using a wide range of technology
• Strong written/verbal communications skills, and possess the ability to interface with End Users effectively

DESIRED QUALIFICATIONS

• Experience with managing Enterprise SaaS solutions
• Google Apps Certified Administrator
• Ability to create shell scripts and leverage APIs

WHO WE ARE

Calbright College is one of California’s newest community colleges – the first statewide, online campus designed to bridge the gap between employers with unfilled positions and students who don’t have either the time or money to attend a traditional school. Our mission is to increase economic mobility and close equity gaps for working adults who lack easy access to traditional forms of higher education by offering online, flexible, affordable skills-based programs that provide tangible economic value for both working adults and hiring managers

The duties below are representative of the role and are not intended to cover all of the duties performed within the scope of work.

• Supply first-level and second-level IT support for end-user software, including Windows & macOS, ChromeOS (Chromebooks), Google Workspace/Apps, mobile devices, and various software applications.
• Respond and follow-up on all IT support tickets submitted via phone, email and in person
• Support local and remote users accessing the network
• Recommend and maintain help desk service level agreements
• Identify and document hardware/software recommendations and best practices
• Provide onboarding and offboarding of employees by preparing equipment, creating accounts, provisioning resources and tracking assets
• Prepare and lead technical instruction for incoming and existing staff
• Recognize recurring technical issues and propose and implement appropriate solutions
• Take a proactive approach to environment by identifying areas for improvement before issues arrive
• Maintain asset inventory, take ownership of tracking IT assets college wide
• Recommend and maintain secure configurations of computing hardware and management frameworks
• Participate in on-call rotation for after-hours emergency support as needed
• Perform other related duties as assigned that support the objective of the position.