HELP DESK TECHNICIAN I
: Job Details :

Primary Purpose

Join our team and enjoy a work-life balance like no other! With 12 holidays, paid Fridays off in the summer, a generous winter break, ample vacation and sick leave, you'll have the time to recharge and thrive. We invite you to join Southwestern Oregon Community College in fulfilling our mission by supporting the cultural and educational needs of our diverse communities.

We also offer exceptional insurance plans, including contributions to an HSA, affordable medical, dental, and vision plans, and so much more. Apply now and experience the benefits of a caring community college that values your time and well-being.

PURPOSE OF POSITION:

The Help Desk Technician is responsible for technical support of faculty, staff, and students on the Coos County Campus. This position assists the Help Desk Team to administer, deploy, and maintain instructional, media, and administrative computer systems. This can include the application of new or updated software, connection to internal/external networks, and related computing environments. The Help Desk Technician's responsibilities also include computer hardware across all college locations. This may include, but is not limited to, multimedia rooms, the performing arts center, classroom/lecture locations, and laptop cart systems. May provide media services support for live streaming operations.

Description of Essential Functions

Technology & Software Support (80% of Time)

* Install, configure, and maintain staff, instructional, and media services computers and software in a networked environment. Install, configure, and maintain printers and other peripheral hardware in a networked environment.

* Provide imaging deployment for all classrooms, labs, and media, faculty, and staff computers.

* Provide emergency virus malware containment and eradication and repair the damage.

* Provide support for Microsoft Windows PC Operating Systems, digital security camera systems, bookstore system, and PC inventory system.

* Provide support for print systems including student 'pay for print', software, and hardware.

* Provide support for swipe card systems including computer labs, tutor labs, and gym entrance software.

* Provide student email, portal, LMS, and instructional software support.

* Support web-based software applications.

* Write programs and scripts to maintain computers, printers, and imaging software.

* Assist in providing emergency PC and peripherals equipment repair and configuration services.

* Continuously learn new operating systems and software applications

* Provide support for installations/upgrades, replacement, repair and installation of new systems and distance education equipment.

* Assist with support/trouble shooting of and for multimedia, IPV, Performing Arts Center, and live streaming equipment and events.

* Provide support/trouble shooting of Zoom and MS Teams/SharePoint

* Provide support/trouble shooting of VPN connections for remote workers.

* Provide limited support for Apple products running macOS, iOS etc.

Maintenance and inventory of technology/IT equipment for the Coos Campus/Media Services Support (20% of Time)

* Assist with maintaining laptop computers assigned to Media Services as checkout items for faculty and staff. Track use of the laptop computers, projectors, and other equipment and insure proper working order.

* As needed, assist with operating and maintaining specialized stage rigging, masking, lighting and sound systems, stage drapery and cyclorama. Assist with setting up theater equipment to meet user needs including scenery, risers, orchestra pit, filler/stage thrust, stage stairs, music stands, chairs.

* As needed, operation of video cameras and video equipment, technical directing, audio mixing, and setup and tear down of streaming equipment before and after live streaming events.

* Maintain and organize live streaming equipment and streaming vehicle.

* Provide assistance in the production studio when requested.

Performs Other Duties and Special Projects as Required/Assigned

Required Knowledge, Skills and Abilities

REQUIRED QUALIFICATIONS

High School Diploma or equivalent required with one (1) year of college level coursework in computer science, information science, computer information systems, or a related field.

May substitute one (1) year of college level coursework with two (2) years of directly related work experience.

Two (2) years of experience related Technology support experience with Windows PC and server administration and media technology experience.

Successful applicants for this position must possess the following knowledge, skills and abilities, or be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation:

* Must be able to recognize, support and adhere to all Southwestern policies and procedures including adherence to the practice of confidentiality regarding students, staff, and the organization.

* Ability to communicate effectively, both orally and in writing, using the English language with or without the use of an interpreter.

* Ability to work effectively and sensitively with individuals of diverse cultural backgrounds and perspectives, and abilities.

* Ability to model and ensure diversity and cultural competency (respect, inclusiveness, reflecting, valuing, and welcoming cultural differences) in all position responsibilities regardless of race, ethnicity, religion, gender, social class, sexual orientation, ability, nationality, age, language, origin, or employment status.

* General knowledge of advanced computer systems, theories, concepts and technologies, including remote support tools and techniques. Working knowledge of TCP/IP (Transmission Control Protocol/Internet Protocol) networking to the subnet and routing.

* Understanding of basic programming structures demonstrated by ability to write scripts and programs.

* Knowledge of desktop computer software including operating systems and applications in a networked environment. This includes installation, upgrades, configuration, troubleshooting, and repairs.

* Knowledge of software and printer-driver support.

* Ability to communicate computer operating instructions to people at various skill levels.

* Understanding of database systems including field, record and index concepts

* Intermediate level ability to operate, maintain and troubleshoot Windows operating systems.

* Knowledge of overall Server and PC system configurations and operations sufficient to instruct users, isolate problems, install upgrades, perform maintenance work and evaluate system usage and performance.

* Demonstrated independent PC troubleshooting capability.

* Experience educating users about current technologies and providing consultation regarding computer and projector issues

* Knowledge of live streaming, video camera usage and configurations, and audio mixing.

* Understanding of structure and principles of operation of communication systems, i.e., computers, LANs, cell phones, tablets, I.P.V and other videoconferencing systems. Basic knowledge of theater lighting control systems.

* Ability to set up and operate all Media Services equipment including video, audio, multimedia, and live streaming equipment. Ability to manipulate audio cords, video and other Media Services equipment during installation and maintenance/repair.

* Ability to learn and perform all essential job functions accurately with minimal direct supervision.

* Excellent time management skills and ability to work within time deadlines with a high level of accuracy using independent judgment.

* Ability and willingness to manage a flexible work schedule with self-discipline, including travel, various hours and possible weekends/evenings, as well as workdays at other campus locations.

PREFERRED QUALIFICATIONS

Applicants for this position possessing one or more of the following knowledge, skills and abilities with receive preferred consideration through the selection process.

* Associates degree in computer science, information science, computer information systems, or a related field.

* Web support experience.

* IOVP experience.

* Zoom and MS Teams experience. macOS, iOS experience.

SPECIAL REQUIREMENTS OR LICENSES: OPTIONAL

Certificate of completion in one of the following is preferred but not required:

* CompTIA A+ Certification

* CompTIA Network+ Certification CompTIA Security+ Certification

* MCSA: Windows 10

* MCSE: Desktop Infrastructure Network Administration

* Website Fundamentals

* Cisco Certified Network Associate (CCNA) Routing & Switching Cisco Certified Technician (CCT)

* Certified Information System Security Professional (CISSP) Microsoft Certified Solutions Associate (MCSA) Programming Technician Certificate

* Support Technician Certificate

Additional Job Information

JOB TITLE: Help Desk Technician I - Coos Campus

LOCATION: Coos, Curry and Western Douglas CountiesFTE: 32-40 hours/week (.8-1 FTE)

DEPARTMENT: IT Help DeskPAY GRADE:G ($15.38 - $16.98 at initial hire)EXEMPTION STATUS:Non-exemptPHYSICAL REQUIREMENTS: EnclosedREPORTS TO:Media Services and Help Desk Manager CLASSIFICATION: ClassifiedREVISION DATE: April 2024

SUPPLEMENTAL INFORMATION:

Southwestern Oregon Community College only accepts applications through this online application system. We want you to be successful in applying with us. We highly encourage you to complete and submit your application in advance of the deadline.

For assistance with this, please email. For technical assistance with your application, please call (855) ###-####.

Please note: We recognize that our application process can be lengthy, so before you begin, please read all of the stated requirements to determine if you meet them. Applicants must meet all of the stated minimum/special qualifications and additional requirements to be considered for this position. Based on your responses to the qualifying questions, the system may automatically screen you out from further consideration.

Required documents must be provided at the time of application. Please remove any personal information such as photographs, date of birth, gender, social security number, and other protected information from your documents. Documents containing protected information will be considered incomplete. Incomplete applications will not be considered.

Positions are subject to budget consideration and approval. For the candidate who is hired into this position, salary placement will be based on guidelines in administrative policies and procedures or collective bargaining agreements (as applicable). For this reason, please be sure to include everything in your application that you want the college to consider towards placement.

The college does not sponsor employees in the visa application process if they intend to use this as their means to work in the United States. This means that all required work visas must be in place and supported by appropriate evidence to be employed by Southwestern.

Final candidates will be subject to a criminal background check as part of the employment process.

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REASONABLE ACCOMMODATION STATEMENT:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

This job description is a general description of essential job functions. It is not intended as an employment contract nor is it intended to describe all responsibilities, skills, effort, or work conditions associated with the job someone in this position would perform. All employees of Southwestern Oregon Community College are expected to perform tasks as assigned by Southwestern Oregon Community College supervisory/management personnel regardless of job title or routine job duties.

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VETERAN'S PREFERENCE STATEMENT:

Applicants are eligible to use Veteran's Preference when applying with Southwestern Oregon Community College in accordance with ORS 408.225, 408.230 and 408.235; and OAR 105-###-#### and 105-###-####. Preference will only be given if the applicant meets the minimum qualifications and any special qualifications for the position and electronically attach the required documentation at the time of application.

DOCUMENTS REQUIRED:

* MEMBER COPY 4 of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215) - OR - Letter from the US Dept. of Veterans Affairs indicating a non-service connected pension.

* Disabled Veterans must also submit a copy of their Veterans disability preference letter from the Department of Veterans Affairs.

* You can request copies of your military service record through the National Archives website at:

For information regarding Veteran's Preference qualifications, visit the following website:

NON-DISCRIMINATION:

It is the policy of Southwestern Oregon Community College Board of Education that there will be no discrimination or harassment on the grounds of race, color, gender, marital status, sexual orientation, religion, national origin, age, political affiliation, parental status, veteran status or disability in any educational programs, activities or employment. Persons having questions about equal opportunity and nondiscrimination should contact Vice President of Administrative Services in Tioga 512. Phone 541-###-#### or TDD 541-###-####. All other issues, concerns, and complaints should also be directed to the Vice President of Administrative Services for referral to the appropriate Manager.

Annual Campus Crime/Annual Fire Safety (Clery Act) Report

The Jeanne Clery Disclosure for Campus Security Policy and Campus Crime Statistics Act (formerly the Campus Security Act) is a federal law that requires institutions of higher education to disclose campus security information, including crime statistics for the campus and surrounding area. As a current or prospective Southwestern student or employee, you have a right to obtain a copy of this information. You may review this information here:Annual Campus Crime/Annual Security Fire and Safety (Clery) Report.You may also obtain a hard copy of this information upon request by contacting Administrative Services at 541-###-####.