User Support Specialist

FT User Support Specialist

Salary: $65,169.24 Annually Job Type: Full Time Job Number: User Support Specialist - 25 Closing: 1/12/2026 11:59 PM Pacific Location: Norwalk, CA Department: User Support Specialist - 25 Division: Information Technology

Equity and Diversity The District is strongly committed to achieving staff diversity and the principles of equal opportunity employment. The District encourages a diverse pool of applicants and does not discriminate on the basis of race, color, national origin, ancestry, sex, age, religion, marital status, disability, or sexual orientation in any of its policies, procedures or practices. In fact, the college encourages applications from all segments of qualified people.

Closing Date This position will close on January 12th, 2025 at 11:59 PM (or when 150 applications are received, whichever occurs sooner).

College Profile Cerritos College is ranked 14th among the top 100 schools with the highest Hispanic enrollment in the United States by the United States Department of Education. Cerritos College serves as a comprehensive community college for southeastern Los Angeles County. Communities within the college's district include Artesia, Bellflower, Cerritos, Downey, Hawaiian Gardens, La Mirada, Norwalk, and portions of Bell Gardens, Lakewood, Long Beach, Santa Fe Springs and South Gate.

Cerritos College offers degrees and certificates in more than 180 areas of study in nine divisions. Enrollment currently averages 20,000 students. Visit Cerritos College online at http://(Use the "Apply for this Job" box below)..edu

Department Profile The Information Technology Department includes 5 managers and 29 full‑time staff members. Of which, there are currently 7 Senior Technical Support Specialists positions and 3 Multimedia Technicians under the supervision and direction of the Manager of Information Technology. The Information Technology Department at Cerritos College supports and maintains both instructional and non‑instructional functions for the entire campus community on a 140‑acre campus.

Summary Provides first‑level contact and primary issue resolution for users with hardware, software, and application issues. Provides technical support and troubleshooting assistance to computer users. Responsible for issue determination, problem recording, problem resolution, and problem escalation as needed. Provides direct operational services and assistance to all user departments.

Distinguishing Career Features The User Support Specialist is a technical position requiring application of problem solving principles, practices, and procedures. This position requires demonstrated ability to provide technical customer service and troubleshooting to resolve primary hardware and software problems. This position is the initial point of contact for users who communicate their issues.

• Receives calls and inquiries regarding questions and problems associated with district hardware, software, and A/V systems.
• Resolves or assigns calls and facilitates distribution of calls to other staff.
• Maintains a system for documenting help desk and repair request calls. May compile lists of questions to computer and software related problems, indexed in such a way that it facilitates consistent response by other Technicians and users.
• Instructs users in one‑on‑one situations, either in person or by telephone or other media, on the use of common business educational software.
• Develops and maintains up‑to‑date documentation supporting assigned and related areas of responsibility.
• Receives, verifies, and processes new user account requests. Contacts departments to verify names and arranges for training.
• Maintains activity records for production, troubleshooting, and changes.
• Contacts third party vendors for warranty repairs. Collects information on computer and technology related problems. Determines active warranties. Arranges with vendors for visitations, and dispatches non‑warranty repairs to onsite technicians.
• Provides basic troubleshooting of user access and problems accessing database files, network, and e‑mail.
• Responds to requests and inquiries from system users.
• Maint…