Los Angeles Community College District

Assists District employees, students, and faculty with a wide variety of questions and problems about software, hardware, desktop, network, and systems; performs problem recognition, research, isolation, resolution, and follow-up of user problems, referring more complex problems to higher-level technical staff.

Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests from users experiencing problems with hardware, software, networking, and other computer related technologies.

Diagnoses user needs and the nature of incidents using remote monitoring and management software; researches and applies solutions in accordance with established standards and protocols; confirms customer satisfaction and access to required services or applications.

Logs and tracks calls using a service desk ticketing system; maintains history records and related problem documentation; summarizes data and compiles routine reports of activity.

Creates positive customer experience by ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional and supportive attitude.

Identifies trends arising from support calls/requests and develops information/instruction scripts to address the most-often reported problems and issues; posts information on appropriate websites and social media sites.

Participates in the development of client training programs by: identifying trending problems and learning issues; recommending instructional approaches; and training users, individually and in small groups.

Attends trainings, workshops, and conferences; reads industry related publications to remain abreast of technology advances.

Interfaces with higher-level technology staff, District staff, and vendors in the course of problem resolution.

Performs related duties as assigned.

A Technology Service Desk Technician troubleshoots questions and problems about software, hardware, desktop, network, and systems from District employees, students, and faculty by providing Tier 1 customer support which addresses the more basic support and troubleshooting issues such as general inquiries, password recovery, website navigation assistance, basic procedural “how-to” questions, routine software installation, printer configuration, and routine break/fix instructions.

A Senior Technology Service Desk Technician troubleshoots questions and problems about software, hardware, desktop, network, and systems from District employees, students, and faculty by providing Tier 2 customer support which addresses mid-level technical questions such as local system set-up, local network issues, basic configuration issues, software installations, hardware repair or compliance with data and interoperability standards.

A Technology Service Desk Manager has District-wide responsibility for planning, organizing, scheduling, and managing overall operations and staff assigned to technology service desk services and personally participates in the most complex technical problems such as configuration, database administration, and repair for server, network, infrastructure, email, file shares, and other infrastructure issues.

Immediate supervision is received from a Technology Service Desk Manager. No supervision is exercised.

Knowledge of:

Operation and functionality of computer hardware, operating systems, and peripherals

Operation and functionality of Wide Area Network (WAN), Local Area Network (LAN), wireless, and cloud technologies

Operation and functionality of computer software including, but not limited to, Microsoft applications, Data Base applications, Internet and internet protocols

Service desk software, databases, and remote diagnostic tools

Techniques and approaches to problem solving

Techniques of active listening

Principles and protocols of quality customer service

Principles of training

Spelling, punctuation, and English usage

Recordkeeping procedures

Skill in:

Conceptualizing problems and asking questions to determine the nature of technical problems

The use of Microsoft Office suite

Ability to:

Resolve technical problems involving Local Area Networks (LAN), Wide Area Networks (WAN), and related technology equipment, applications, and systems

Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to technology problems

Use a support database, which contains information on previous support issues and solutions

Effectively prioritize and execute multiple tasks in a high volume/pressure environment

Utilize personal and institutional data in accordance with legal, regulatory, administrative and contractual requirements

Consistently use and promote professional standards and practices related to technology

Communicate technical procedures and directions in easy-to-understand language, both orally and in writing

Actively contribute to a culture of constructive collaboration and innovation with colleagues

Maintain high levels of customer service and satisfaction

Establish and maintain effective working relationships with technology staff, users, students, and vendors

Maintain current knowledge of a wide range of computer technologies and applications

Education and Experience:

A. An associate degree or its equivalent from a recognized college or university with a major in computer information systems, computer science, computer engineering, mathematics, or a related field.

OR

B. Graduation from high school or its equivalent AND two years of recent, full-time, paid experience in troubleshooting, installing, and maintaining computer hardware, operating systems, applications, peripherals, and networks preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments.

Our class specification generally describes the duties, responsibilities, and requirements characteristic of the position(s) within this job class. The duties, responsibilities, and requirements of a particular position within this class may vary from the duties of other positions within the class.

In accordance with the Americans with Disabilities Act (ADA), the Los Angeles Community College District provides reasonable accommodation to qualified individuals with covered disabilities on a case-by-case basis throughout the application, examination, and hiring processes and throughout employment. If an individual is in doubt about his or her ability to perform the duties and responsibilities of a position or possession of any other requirement noted in a class specification or job announcement, he or she should always apply for a position and request reasonable accommodation at the appropriate time.