Help Desk Specialist; Level I, II or III

Help Desk Specialist (Level I, II or III)

The purpose of this position is to receive, resolve, or assign calls received by the Help Desk Support Group. This is accomplished by coordinating the timely and efficient resolution of all support calls; maintaining hardware and software equipment and resources; and providing research, development, and consultation. Other duties include managing all hardware and software assets and coordinating the software library and licensing accounting.

This position requires the ability to work occasional evenings and weekends.

• Level II (NINFTEN
  30201) – Grade 817
  :
  Associate’s degree and one (1) year related experience.
• Level III (NINFTEN
  30202) – Grade 818
  :
  Associate’s degree and three (3) years related experience.

• Strong written and communication skills.
• Excellent customer service skills and ability to communicate courteously and effectively with students, faculty and staff.
• Detail‑oriented with high degree of accuracy maintaining records.
• Ability to work occasional evenings and weekends.

• Bachelor’s degree in a related field.
• Experience at an institution of higher education.

• Coordinate the timely and efficient resolution of all support calls received from faculty, staff, and students; receive and resolve trouble calls over the phone, via e‑mail or on‑site; dispatch computer specialist to resolve trouble calls; assist students with registration and online courses; communicate with vendors to resolve hardware and software issues; train users on hardware and software usage; troubleshoot possible network connectivity, hardware, and software problems;
  
  track software and license distribution and storage; track hardware distribution and storage.
• Maintain hardware and software equipment and resources; troubleshoot hardware and software problems; repair hardware and software problems; install or replace hardware; install, update, or upgrade software; track software and license distribution and storage; track hardware distribution and storage; register and set up users for wireless access; and train users on hardware and software usage.
• Provide research, development, and consultation; research hardware and software issues; recommend new procedures for the Help Desk, hardware and software storage and issue; consult and/or advise on hardware and software questions.

• * Do you have an Associate's degree?
  • Yes, I have an Associate's degree or higher. (Submission of transcript(s) with conferred/award date is required)
  • No, I do not have the required education.
• * Do you have experience in the installation, test, repair, maintenance and upgrading of computers, printers, peripherals, desktop applications, utilities, and operating systems?
  • Yes.
  • No.

• Resume
• Letter of Interest
• Transcripts

• None specified.

This is a security‑sensitive position. Employment is contingent upon the successful completion of a criminal background and reference checks.

Del Mar College is an Equal Opportunity employer. As provided by law, Del Mar College does not discriminate on the basis of race, color, sex (including pregnancy, gender identity/transgender status, sexual orientation), age, national origin, religion, disability, genetic information or any other constitutionally or statutorily impermissible reason.