Help Desk Associate

Salary : $62,691.60 - $69,117.72 Annually
Location : Pasadena, CA
Job Type: Full-Time
Job Number: 05252
Department: Business & Administrative Services
Division: Information Technology Services
Opening Date: 02/23/2024
Closing Date: 3/8/2024 11:59 PM Pacific
Probationary Period: Six months
Work Shift: Mon - Fri. 8:00 AM - 4:30 PM
Salary Schedule/Range: CFT-44
Under supervision, the position serves as the main point of contact for technical support issues on workstations, applications and other related technologies. The position is responsible for remotely trouble shooting IT related issues and assisting users with login issues, Office products, Outlook, VPN and network issues. The position will be required to escalate issues that require the next level of support.
EXAMPLE OF DUTIES

1. Performs remote technical assistance to assist District employee troubleshoot basic problems with computer software and hardware.
2. Troubleshoots computer software and hardware issues through diagnostic techniques and pertinent questions.
3. Determines what technical issues needs to be directed to the next level of information technology support personnel.
4. Records events, problems, and resolutions in logs to identify recurring problems and recommend improvements to current Help Desk procedures.
5. Provides accurate information about IT products and services.
6. Follows up with District staff experiencing software and hardware problems - to ensure that issues are not recurring.
7. Documents Helpdesk/IT processes to assist in process standardization
8. Provides assistance with the maintenance of District's software/hardware inventory
9. Organizes IT related trainings through the reservation of conference rooms, duplication of training materials, setting the training schedules, etc.
10. Submits purchase requisitions; receives and issues supplies.

KNOWLEDGE, SKILLS, AND ABILITIES
KNOWLEDGE OF:

1. Computer systems, mobile devices, applications, and ERP systems
2. Basic computer software and hardware
3. Incident/ticket management systems
4. Incident resolution and troubleshooting techniques
5. Critical thinking techniques
6. IT products or services and common technology offerings
7. General office software and equipment

SKILL TO:

1. Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological offerings to assist users experiencing basic problems with computer software and hardware.
2. Apply critical thinking techniques to determine how to assist users navigate technical issues with computer hardware and software.
3. Use general office software and equipment to complete logs and provide remote assistance to users experiencing basic technological difficulties
4. Use ERP systems to enter and track purchase requisitions

ABILITY TO:

1. Ensure effective customer service in diagnosing and resolving basic technical issues
2. Remain calm under stressful situations
3. Conveys a professional, courteous, and helpful identity of the IT Dept.
4. Work in a fast-paced environment
5. Adapt to various situations and prioritize multiple work assignments simultaneously
6. Communicate effectively, orally and in writing, with all levels of District staff to assist users navigate problems with computer hardware and software; walk District staff through problem solving processes.
7. Develop and maintain effective relationships with all levels of District staff to assist users navigate problems with computer hardware and software.

MINIMUM QUALIFICATIONS
EDUCATION AND EXPERIENCE

1. Three (3) or more completed college courses in information systems, or a related technology field, AND/OR
2. An IT related certification

PHYSICAL ABILITIES
Continuously (5.6 hours - 8 hours) exhibit the ability to communicate, sit, use fine manipulation to operate a computer and standard office equipment while remotely assisting end users trouble shoot technical support issues on workstations.
ENVIRONMENTAL ELEMENTS
Continuously (5.6 hours - 8 hours) work in an indoor office environment within a moderate temperature and have contact with customers, end users, and the general public
APPLICATION AND SELECTION PROCESS
Pasadena City College (PCC) utilizes an online application process. Hard copy, e-mailed, or faxed resumes are not accepted. Job postings will not be reopened due to failure to submit an application before the closing date for any reason. You can apply for a position from any computer with Internet access. Please keep in mind the following:

• If you do not follow the process or your application/resume is incomplete, your information will not be processed.
• If you need to update any submitted information, you will need to reapply in full. When HR sees duplicate applications, we archive the oldest and the most recent application and materials are considered.
• The selection advisory committee will review, evaluate, and consider applications and supporting materials received by the deadline. Meeting the minimum qualifications for a particular position does not assure the applicant an interview.
• While the acceptance of the application packet is done through PCC's Applicant Tracking System (ATS), all hiring decisions are made by a hiring committee.
• Once applications are submitted, they are final. Please carefully review your application and the documents which you are attaching to make sure that they are free from errors and complete. If you require assistance with your application, please refer to the application guide or you may contact NeoEd Customer Support at 855-524-5627. Customer Support is available Monday - Friday, 6 a.m. - 6 p.m. (PST).

All materials listed below may be required for your application packet to be considered complete:

1. Resume or Curriculum Vitae
2. Cover Letter

After a review of applications received, the District may require the completion and submission of supplemental documents prior to the interview process.
ADDITIONAL INFORMATION

• Successful applicants must provide proof of eligibility to work in the United States.
• Successful completion of background check including Live Scan and Tuberculosis (TB) assessment/screening.
• Pasadena Area Community College District will not sponsor any visa applications.
• Applicants must be available for interviews at Pasadena City College at no cost to the District.
• Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting the Office of Human Resources directly at (626) 585-7388.
• The Pasadena Area Community College District does not discriminate in the educational programs and activities operated by the District or in employment procedures and practices of the District. The Policies of Title IX as developed to date are available for inspection during normal business hours at the District office at 1570 E. Colorado Blvd., Pasadena, CA 91106.
• Crime awareness and campus security information are available from Campus Police. (Public Law 101-542).
• The Pasadena Area Community College District is an equal opportunity employer. The District encourages applications from underrepresented minorities and the disabled.
• An applicant, who attempts to contact individual Board members or members of the screening committee with the intent of influencing the decision of the committee or the Board, will be disqualified. General inquiries regarding the position and/or District employment should be directed to the Office of Human Resources.

PASADENA AREA COMMUNITY COLLEGE DISTRICT
Equal Opportunity, Title IX, Section 504 Employer
At Pasadena City College, we value your contributions to our success and want to provide you with a benefit package that protects your health and helps your financial security now and in the future. Pasadena City College provides Medical, Dental, Vision, Basic Life, Basic Accidental Death and Dismemberment and Long-Term Disability insurance at no cost to the employee or eligible dependents.
MEDICAL: Employer-paid premium. Employee has the option of electing between PPO plans and HMO plans.
DENTAL: Employer-paid premium. Employee has the option of electing between a PPO plan and HMO plan.
VISION: Employer-paid premium. Vision benefit is contingent upon am employee's medical plan selection.
BASIC EMPLOYEE LIFE INSURANCE: Employer-paid premium for a $50,000 life insurance policy. If employee is age 70 or older, the life insurance policy is reduced to $25,000.
BASIC SPOUSE/ REGISTERED DOMESTIC PARTNER LIFE INSURANCE: Employer-paid premium for a $1,500 policy. Benefit terminates when the employee reaches 70.
BASIC DEPENDENT LIFE INSURANCE: Employer-paid premium for a $1,500 policy.
BASIC ACCIDENTAL DEATH & DISMEMBERMENT: Employer-paid premium for a $1,500 policy.
LONG-TERM DISABILITY (LTD): Employer-paid benefit pays 66.67% of your monthly salary (up to $3,000) monthly starting 140 days after you are out of work and continuing up to age 65 if the disability occurs at age 59 or before 5 years if the disability occurs at age 60 to 64 up to age 70 if the disability occurs at age 65 to 69 1 year if the disability occurs at age 70 or after.
MISCELLANEOUS RETIREMENT: Pasadena City College has two retirement formulas through the California Public Employees' Retirement System (CalPERS). The employer contribution rate is 26.68%.

• (Classic Member - Formula 2% @ 55): If you became a member prior to January 1, 2013, but you permanently separate from employment and return to membership after a break in service of more than six months, you are subject to the retirement formula in place on January 1, 2013, for any service credit earned after that date. This does not apply if you return to the same employer. The same employer does not necessarily mean the employer you last worked. As of July 1, 2020, the employee contribution is seven (7%) percent.
• (PEPRA New Member - Formula 2% @ 62): Applicable to employees who work directly for the Los Angeles County Superintendent of Schools hired on or after the implementation of the Public Employees' Pension Reform Act of 2013 (PEPRA) which took effect January 1, 2013. As of July 1, 2022, the employee contribution is 8.00% and subject to change annually.

A new member is defined as any of the following:
1. A new hire who enters CalPERS membership for the first time on or after January 1, 2013, and who has no prior membership in any California Public Retirement System.
2. A new hire who enters CalPERS membership for the first time on or after January 1, 2013, and who was a member with another California Public Retirement System prior to that date, but who is not subject to reciprocity upon joining CalPERS.
3. A member who first established CalPERS membership prior to January 1, 2013, and who is rehired by a different CalPERS agency after a break in service of greater than six (6) months.
CalPERS refers to all members that do not fit within the definition of a new member as "classic members".
Contribution rates are subject to change based on the Los Angele County Office of Education annual actuarial valuation.
Note: This summary is for general information purposes only. Additional questions regarding retirement formulas can be sent to or by calling the Benefits Office at (626) 585-7503,
If you have prior service credit with another CalPERS agency or within agencies, please contact CalPERS at (888) 225-7377 to determine which retirement tier would be applicable to you. CalPERS is governed by the Public Employees' Retirement Law. The Retirement Law is complex and subject to change. If there's any conflict between this summary and the law, the law will prevail over this summary.
COMPUTER LOAN PROGRAM: The College provides an interest-free loan to employees for the purchase of computer hardware or software. The maximum amount of the loan is $4,000. Eligible employees must have been employed by the College for one year and must be eligible to receive health and welfare benefits.
EMPLOYEE ASSISTANCE PROGRAMS: Two employee assistance programs that are free and available 24/7. Both programs are a counseling referral and provide confidential counseling help regarding marital discord, family problems, job-related stress, travel, funeral planning.
HOLIDAYS: 19 paid holidays per fiscal year + 1 floating holiday (if hired by September 9th of each fiscal year)
VACATION: Annual Vacation Earnings Rate: Full-time employees who are covered by this Agreement,
and who are in paid status for eleven (11) or more days in each relevant calendar month,
shall earn vacation as follows:Years of ServiceVacation AccrualMaximum Days for Assignment
Start ofEnd Of
10 Months11 Months12 Months
1st year3rd year1 day/ month101112
4th year6th year1 ¼ days/month12 ½13 ¾15
7th year10th year1 ½ days/month1516 ½18
11th year +
1 ¾ days/month17 1/219 1/421
If an assignment is less than 100 percent, vacation is earned at the same rate, prorated to the percentage of the assignment.
SICK LEAVE: Employees are granted 12 days of sick leave.
Sick leave is advanced for all employees on July 1 each year. All unused sick leave accumulates from year to year. If an employee worked for another California community college district or county school, he/she may be entitled to transfer the earned sick leave.
The Human Resources office will send the necessary forms to the sending institution once they are informed that sick leave days are available for transfer.
BEREAVEMENT LEAVE: Employees are eligible for a paid leave of absence f...