Student Technology Support
Cuesta College
Salary: $58,860.00 - $64,896.00 Annually
Job Type: Full Time
Job Number: FY2324-00196
Location: San Luis Obispo Campus, CA
Department: Student Success & Support Programs
Closing: 5/13/2024 11:59 PM Pacific
Job Description Summary
This position will primarily support the San Luis Obispo Campus, with occasional travel to the North County Campus in Paso Robles needed.
The required schedule for this position is in-person and as follows:
• Monday 8:30 am to 5:00 pm;
• Tuesday 8:30 am to 5:00 pm;
• Wednesday 9:30 am to 6:00 pm;
• Thursday 8:30 am to 5:00 pm;
• Friday 8:00 am to 5:00 pm.
DEFINITION
Under the general supervision of an assigned administrator, coordinate helpdesk operations including serving as initial point of contact and providing general assistance with first-level technical support to students. Provide student technology assistance in person and online; including coordination of the day-to-day operations and perform other related duties as required. Provide solutions for general questions or issues regarding computer hardware, software, and login credentials/password reset. Triage more complex problems and forward to appropriate staff.
DISTINGUISHING CHARACTERISTICS
This class works independently to help students resolve technological problems and communicate effectively with a variety of users, and perform a variety of tasks which require the ability to teach and to verbally communicate to students, staff and faculty ideas and skills which were acquired through formal training and/or experience.
Incumbents in this position support student learning outcomes and institutional effectiveness by providing first-line technical support and customer service.
ABOUT THE COLLEGE
Where You Will Work
Serving all of San Luis Obispo County, Cuesta College has provided comprehensive associate degree offerings, certificates, and community programs to the region since 1964. The main campus is located along scenic Highway 1, west of San Luis Obispo and east of the beaches of the Pacific Ocean. Cuesta College has a North County Campus in Paso Robles, and South County Center, in Arroyo Grande.
Who We Are
Equity, diversity, and inclusion are essential to our culture and the work we do. Cuesta College is proud to be a designated Hispanic-Serving Institution (HSI) committed to racial and socio-economic diversity as it reflects our communities and student populations. We actively seek to attract candidates who share this commitment to equity, diversity, and inclusion. As part of the Cuesta College team, you can expect to be part of a collaborative community of faculty, classified professionals, administrators, students, and community partners advancing educational excellence with intentional support services leading to student success and completion.
Additional information about the college can be found at
https://www.cuesta.edu/about/index.html
The college planning documents can be found at
https://www.cuesta.edu/about/collegeplans/index.html
Our Student Equity Action Plan can be found at
https://www.cuesta.edu/about/info/student-equity-initiatives/equity/index.html
We offer comprehensive benefit options. Information about benefits can be found at
https://www.cuesta.edu/about/depts/benefits-insurance/index.html
Essential Functions & Qualifications
ESSENTIAL FUNCTIONS
• Provides basic and routine technical support assistance including software, hardware and LMSto students from a centralized location and online;
• Obtains accurate and complete information from customers in person or by telephone to identify their needs and problems and develops responses and solutions for password and basic connectivity issues;
• Coordinates help desk coverage to provide service to customers based on call and walk-in patterns;
• Develop and maintain online resources for campus technology users including frequently asked questions and solutions
• Create, update, track and complete tickets in the ticketing system;
• Generate reports, review issues, work with assigned administrator to develop new strategies to maintain effectiveness of student technology support;
• Ensure good customer service through friendly, supportive, and positive interaction with customers;
• Respond to user questions and inquiries in a timely manner through various forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities;
• Follow up with users to ensure the reported problems are fully resolved;
• Solve user technical problems remotely or in person;
• Perform other related duties as required.
QUALIFICATIONS
Education:
Required
• Minimum 12 units of college level courses in computer information systems, office technology, or related areas
Preferred:
• Associate Degree
Experience:
Required
• Two years of work experience, or combination of education and experience which would indicate possession of knowledge, skills and abilities listed.
Knowledge of:
• Exceptional customer service delivery;
• Industry standard operating systems (Windows, iOS, Android, Mac OS);
• Problem solving/troubleshooting techniques;
• Standard computer terminology;
• Research tools for problem resolution;
• Current technologies, personal computer, and associated office software such as word processing, spreadsheet, presentation, and/or database software;
• Correct usage of English, grammar, spelling, punctuation, and vocabulary; and
• District policies and procedures.
Ability to:
• Establish and maintain cooperative working relationships with those contacted in the performance of duties; and
• Demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, and ethnic backgrounds of staff and students and of staff and students with physical and learning disabilities.
Physical ability to:
• Read and comprehend printed matter and text and data on computer monitors;
• Communicate intelligibly and effectively via speech, telephone, written correspondence, and/or email;
• Sit or stand for extended periods of time;
• Lift and/or carry 25 pounds; and
• Exert manual dexterity sufficient for keyboard and other office equipment operation.
License and Certificates (must be continuously current):
Required
• Valid driver's license and eligible to obtain California driver's license upon hire
Additional Information
REQUIRED DOCUMENTS TO APPLY
Candidates will be required to submit ALL of the required documents below when applying for this position. When uploading documents, PDF uploads are preferred.
• Cover letter;
• Resume;
• Reference List (see further instructions below).
Reference List Instructions: Your reference list must include three professional references, their contact information, and their relationship to you.
Completed online applications and all supporting documents must be submitted by the closing date for this position. LATE, INCOMPLETE, FAXED, MAILED OR EMAILED APPLICATIONS WILL NOT BE ACCEPTED.
SALARY SCHEDULE
Below is the full salary schedule range for this position, steps A through E. Per Cuesta College's bargaining agreement, new employees are placed at Steps A through C, which is the anticipated hiring range also listed below. The bargaining agreement also includes step and longevity increases. For a full salary schedule, please see our website: https://www.cuesta.edu/about/depts/humanresources/salary_schedules.html
• Salary Schedule Range: $4,905 - $5,962 per month.
• Anticipated Hiring Range: $4,905 - $5,408 per month.
ADDITIONAL INFORMATION
Cuesta College will not sponsor any visa applications.
San Luis Obispo County Community College District ("Cuesta College") is an equal opportunity employer committed to nondiscrimination on the basis of race, ethnicity, color, religion, national origin, sexual orientation, gender, gender identity, gender expression, marital status, medical condition, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), age, disability (physical and mental), genetic information, military and veteran status, or any other characteristic protected by applicable federal and state law in admission and access to, or treatment in employment, educational programs or activities at any of its campuses. Reasonable accommodations will be provided for applicants with disabilities who self-disclose. Cuesta College also prohibits harassment on any of these bases, including sexual harassment, as well as sexual assault, domestic violence, dating violence, and stalking.
In compliance with California law, all prospective staff and students are entitled to read the Annual Security Report, published each October by the Cuesta College Department of Public Safety. This report contains information about our emergency and crime reporting procedures, as well as crime statistics for the past 3 years. You may request a copy of this report at one of our two Public Safety Offices: on SLO campus at Building 6600A or on North County Campus at building N1021, during campus business hours. You may also access the complete text of this report at the following website address: https://www.cuesta.edu/about/depts/publicsafety/clery_act
Cuesta College uses E-Verify as part of the I-9 process to verify the work eligibility of all new hires. E-Verify is an Internet-based system that compares information from an employee's Form I-9 to data from U.S Department of Homeland Security and Social Security Administration records. For further information, visit: https://www.cuesta.edu/about/depts/humanresources/Job_Opportunities.html
Interview Process Information
Selected applicants will be invited to attend a Zoom interview and skills test on Wednesday, May 29, 2024.
To be considered for this position please visit our web site and apply on line at the following link: https://apptrkr.com/5173585
The San Luis Obispo County Community College District promotes inclusiveness, prohibits discrimination, and encourages all qualified persons to apply. As an Equal Employment Opportunity Employer, Cuesta College actively seeks candidates with diverse backgrounds to assist students, staff, and faculty. For ADA (Americans with Disabilities Act) assistance with the application and/or interview process, please contact the Human Resources Office: (805) 546-3129.
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