Address
Form of work
SalaryRange 21
40 hours/week
40 hours/week
12 months/year
This is a categorically funded assignment contingent upon year-to-year funding
Interview dates tentatively set for the week of April 15, 2024
As a Helpdesk Technician, you will work in a fast-paced, diverse environment where we aspire to provide excellent customer and technical service to our staff and students. This position will serve in a role supporting the new Connecting Minority Communities (CMC) Federal Grant. The CMC Grant is a nearly three-million-dollar grant designed to increase connectivity and digital literacy throughout our local community. The goal is to increase opportunities for families and connect them to education with a focus on computer technology and information systems. This grant will serve as a vital pilot program to connect minority communities, local businesses, and Merced College. As the first line of support, candidates in this role will be required to communicate with various individuals/groups via email, phone, and walk-ins, provide first-level support, and escalate to other ITS team members when required. If you enjoy working in both a technical and a customer-oriented field, please consider joining our family.
Merced College Mission
At Merced College, students are our focus, and we are known by their success. We transform lives through education and workforce development.
Merced College Vision
Enriching our community through educational experiences and support services:
- Degree/Certificate Programs
- Transfer
- Career Technical Education
- Workforce Training
- Lifelong Learning
- Basic Skills
- Community Engagement
General Description:
Under general direction, the Helpdesk Technician provides support services to the user community of District-supported computer systems, software, and hardware. Incumbents assist with problem identification and resolution by assisting end-users as the first level of support, or they determine escalation priority to the appropriate Information Technology Services personnel.
Examples of Duties
Essential Functions:
- Monitor, acknowledge and document Help Desk related phone calls, emails, and user-generated requests to ensure technical issues are identified and routed appropriately.
- Communicate with ITS support staff regarding technical issues or requests and provide necessary information
- Assist in utilizing and maintaining the Help Desk Database as well as data entry into various database and electronic documents
- Provide minor troubleshooting of hardware and network related issues, as well as, assist in basic software installation, configuration, troubleshooting. Assist users in identifying and resolving problems
- Attend and participate in district-wide, departmental meetings and committees to discuss technology-related issues and gather/convey information
- Advise users on the effective use of software to meet their department needs
- Assist with training documentation
- Assist with tracking and maintaining technical libraries
- Develop knowledge and technical skills continuously to keep up with technology Other related duties as assigned
- Computer and network terminology
- Operational characteristics of computer equipment and peripheral equipment
- Operational characteristics of computer operating systems
- Operational characteristics of computer software applications such as word processors, spreadsheet applications, database applications, presentation applications, web applications, and various educational applications Methods and techniques used in the installation and troubleshooting of software applications on computers in a network environment
- Communicate clearly and concisely, both orally and in writing
- Solve practical problems using analytical and research skills
- Provide support and respond to requests and inquiries from users regarding computer equipment, software applications, and resource scheduling
- Establish and maintain effective working relationships with those contacted in the course of work
- Operate computers and peripheral equipment, diagnose technical issues, query databases, technical manuals and utilize web resources as needed
- Promote and incorporate culturally affirming DEIA and anti-racist principles to nurture and create a respectful, inclusive, and equitable learning and work environment. In conducting their duties, staff members shall respect and acknowledge the diversity of students and colleagues.
Typical Qualifications
MINIMUM QUALIFICATIONS
Required:- Associate's degree
OR - High School diploma OR GED AND three (3) years applicable experience
OR - the equivalent education and experience.
- Sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students
PHYSICAL DEMAND AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment:
Work is performed primarily in an office environment with some travel to different sites; incumbents may be required to work extended hours, including evenings and weekends.
Physical:
- Ability to work at a desk, conference table or in meetings of various configurations
- Ability to hear and understand speech at normal levels
- Ability to communicate so others will be able to clearly understand normal conversation
- Ability to read printed matter and computer screens
- Ability to stand or sit for prolonged periods of time
- Ability to bend and twist, stoop, kneel, crawl, push, pull
- Ability to lift, carry, push, and/or pull moderate to heavy amounts of weight
- Ability to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard
- Ability to reach in all directions
See in the normal visual range with or without correction.
Hearing:
Hear in the normal audio range with or without correction
Supplemental Information
How to Apply:
- Submit a complete application by the closing date/time on the Merced College career pages at https://www.governmentjobs.com/careers/mccd/transferjobs
Required Documentation:
- Letter of interest addressing your qualifications for the position (cover letter)
- Resume
- List of three professional references (no reference letters permitted)
- Legible unofficial college transcripts (undergraduate and graduate); transcripts must include the degree major and date the institution granted the degree; official copies are not required unless applicant is hired
If Applicable:
- Foreign transcripts must include a U.S. evaluation and translation completed by an approved organization per the State of California Commission on Teacher Credentialing https://www.ctc.ca.gov/credentials/transcripts
Interview Information:
Those applicants deemed highly qualified for the position will be invited to appear for oral interviews before a screening committee. A limited number of candidates will be invited to interviews. Interviews will be scheduled on site.
Employee Benefits:
Health benefits for the employee and all their eligible dependents cost employee’s only $12 per month and provide access to PPO medical coverage, PPO dental coverage, VSP Vision coverage, and more! Please visit our Merced College Benefits Website for more details about our incredible employee benefits. In addition, sick leave and retirement benefits are also provided.
Condition of Employment:
The selected candidate must be fingerprinted and tested for tuberculosis at his/her own expense prior to the start of employment. In compliance with the Immigration Reform Act of 1986, all new employees are required to verify their identity and the right to work in the United States. Merced College does not sponsor visas. All offers of employment are subject to approval by the Board of Trustees. The applicant must be able to perform the essential functions of the position with or without reasonable accommodations.
Individuals with disabilities may request any needed accommodation to participate in the application process. Please submit your request with your application to the Human Resources Office.
Merced Community College District is an Equal Opportunity Employer
Merced College offers a wide range of employee benefits at minimal cost to the employee.
CLASSIFIED Health Benefits
Cost is $12.00/month for 10 months/year. There is no cost during June and July. $12.00 covers the following as long as the members use Plan providers:
- Medical (Anthem Blue Cross):$100 deductible for each family member or $300 deductible per family paid by employee each calendar year.100% coverage after deductible is paid (except for emergency room visits which cost $100 unless the person is admitted to the hospital).
- Dental (Delta Dental):
- Vision (VSP):
- Prescription (Navitus):
- $50,000 life insurance policy on employee.
- Short-term and long-term disability
- Public Employees Retirement System (PERS)
- District and employee both pay into both social security and Medicare.
- Holidays – 11 paid plus 5 days during Christmas
- Vacation – 12 days
- Sick leave - 12 days
