Help Desk Technician

San Jose/Evergreen Community College District (SJECCD) comprises Evergreen Valley College, San José City College, the Community College Center for Economic Mobility, and the San José – Evergreen Community College Extension at Milpitas. The District partners with local school districts to support student success and workforce development initiatives.

About the role

The Help Desk Technician will provide technical support to faculty, staff, and students, address and troubleshoot desktop computer issues, and perform computer repairs. This role will also involve managing help desk support tickets and ensuring timely resolution of technical problems.

Responsibilities

• Provide first level technology support for users and assist with problem resolution in technical areas such as computers, printers, video, software, audio‑visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc.
• Respond to user questions and inquiries in a timely manner through telephone, e‑mail, text, social media, oral and written forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities.
• Use the Help Desk tracking software to log, assign, and track all support tickets.
• Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner.
• Maintain the tracking database to ensure data is accurately entered.
• Prepare reports for management as scheduled or as needed.
• Monitor and manage the Help Desk voicemail, email, social media and other forms of communication.

Requirements

• Associate's degree in Computer Science or related field.
• Two years of increasingly responsible experience performing help desk operation functions or related activities.

Skills

• Desktop computer repair and technical support.
• Experience troubleshooting by phone.
• Excellent communication, written and customer service skills.
• Ability to work independently and collaboratively.
• Prior experience in an educational environment is a plus.
• Relevant certifications such as CompTIA A+, Network+ are beneficial.
• Technical knowledge of computers, printers, video, software, audio‑visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc.

Pay

Hour