Systems Support Specialist I

The selected individual will be assigned to the IWV Main Campus in Ridgecrest 4 days a week, with an additional day assigned at the Kern River Valley Campus or the Tehachapi Campus (alternating between these two sites weekly).

Under the direction of assigned supervisor, install and support desktops, laptops, application software, printers, computer labs and related technology for Faculty, Staff and Administrators in person, via telephone or with the use of remote access tools. Assist with the support of the college’s information technology systems and applications; these systems include the voice and data networks, servers, computers, printers, software and applications used by college employees and students

Distinguishing Characteristics:
The Systems Support Specialist I is distinguished from the II by a focus on servicing PCs and related equipment

Representative Duties:
Diagnose and troubleshoot PC related software and hardware problems

Coordinate timely resolution of and follow-up on software and hardware problems with all levels of IT resources including network, server, application, and help desk support operations

Work with hardware and software manufacturers’ support in handling and if necessary escalating warranty repair and parts replacement issues

Log details of support provided in Help Desk trouble-ticketing system

Advance the use of a knowledge repository to share information among all levels of IT service and support

Develop and use workstation configuration management tools and procedures to perform software distribution, patch management, inventory management and imaging

Install, configure and support a wide variety of complex software applications that support the needs of the college faculty, staff and students

Develop, recommend and use best tools and practices for computer lab management

Develop and deploy optimized images in timely and effective manner to the campus computer labs that include a wide variety of both purchased and shareware software packages

Work with network and server support operations to setup and support effective processes (i.e. Group Policies, Login Scripts, Roaming profiles, etc…) for providing users with access to resources and determining the behavior (profile) of all computers on campus

Assist with the installation, configuration, and support of network (wired, WIFI ) equipment and servers in alignment with district wide IT processes and standards

Maintain proper hardware replacement planning information to assist with forecasting the regular replacement and/or upgrading of desktop, laptop, printer and related technology assets

Receive, prioritize, and respond to Help Desk Service tickets, incoming calls, and/or e-mails regarding PC hardware and software problems

Identify chronic problems and work with Help Desk support operations in performing root-cause analysis on such problems and finding solutions for reducing or eliminating them

Receive, prioritize, and complete individual and group requests for hardware or software moves, adds, and changes

Work to identify and implement technology standards for on campus technology support or collaborate with peers across the district to develop best practices and foster continuous improvement of IT services

Provide input and recommendations on hardware specifications required to meet the computing needs of end users

Help ensure end users are aware of what hardware and software is available for their use and how to obtain support for all IT services

Work toward attainment of key support goals such an average response time, mean time to repair, end-user satisfaction and number of problems resolved within a given period

Provide brief hands-on training to users in the use of hardware and software

Maintain system documentation including configuration information for technology you are directly responsible for

Stay informed of trends in hardware and software, troubleshooting, automation technologies and other changes that could improve PC server and support

Perform related duties as assigned

Education and Experience

Any Combination Equivalent to:
Associate’s degree supplemented by college-level course work in computer software applications, business practices or a related field AND one (1) year of increasingly responsible experience in the use and support of computer software and hardware providing technological support to a variety of end-users

OR

High school diploma, GED or equivalent certificate of competency AND three years of work experience such as described in the representative duties section of the specification

Note: Degrees and credits must be from accredited institutions (Title V Section 53406). Any degree from a country other than the United States, including Canada and Great Britain, must be evaluated by an evaluation service.

Note: The screening of candidates will be conducted by a screening committee. The screening committee reserves the right to limit the number of interviews granted. Meeting the minimum qualifications for a position does not assure the applicant of an interview.

Knowledge and Abilities

Knowledge of:
Hands-on hardware and software troubleshooting and repair

Knowledge of modern enterprise level Information Technology Systems and processes

Meaning and use of common technological terms

Modern office software and software applications, including Windows, word processing (MS-Word), spreadsheets (Excel), databases (Access, SQL , QBE ), desktop publishing

Uses, capabilities, characteristics, and limitations of computer and related equipment

Modern office procedures and methods

Correct English usage, spelling, grammar and punctuation

Have a working knowledge of joining and moving objects within Active Directory

Ability to:
Diagnose, troubleshoot and resolve software and hardware problems

Conduct research into PC issues and products as required

Develop knowledge-based information to be used by Help Desk services to solve problems

Operate a computer, tools, components, and peripheral accessories

Read and understand technical manuals, procedural documentation, and OEM guides

Instruct users in the use of computer equipment and operating procedures

Communicate effectively both orally and in writing

Effectively prioritize and execute tasks in a high-pressure environment

Work in a team-oriented, collaborative environment

Establish and maintain cooperative and effective working relationships with others

Salary Grade

44.5

Special Instructions to Applicants

First Review of Applications:
Complete application packets will be accepted until the position is filled; but those received by 5:00 p.m. (Pacific Standard Time) on March 15, 2018 are assured consideration. The College reserves the right to extend time limits or reinitiate the recruitment/selection process at any point.

Completed application packet must include:
Completed Online Application for Employment form

Current resume

Letter of interest (Cover Letter)

Copy of legible transcripts, if applicable

List of six (6) professional references – Listed on application form

Applicants who require reasonable accommodation to participate in the selection process should contact Human Resources to make the necessary arrangements.

Recruitment Status (tentative):
Application Screening: TBD

Interviews: TBD

The District does not provide sponsorship for authorization to work in the United States. Work authorization should be established at the time of application submission.