Under the direction of assigned supervisor, assist with the support of Systems Infrastructure district wide including Servers, Operating Systems, Virtualization, Enterprise Storage (SANs), Backup and Recovery Systems and Microsoft Technologies such as Active Directory and the Microsoft 365 Family of Cloud Services. 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. Serve as liaison between KCCD's Managed Tier-1 Support Provider and the various IT support groups within KCCD. DISTINGUISHING CHARACTERISTICS: The IT Support Specialist is distinguished from the Systems Support Specialist I by an exclusive and added area to assist with Systems Administration type duties.
Representative Duties
Assist with research, installation and maintenance of backend IT Systems Administration services needed to support functions such as Device management, Device Security, Software patching and Software deployment. Utilize, evaluate, and provide input on Systems Administration support processes and tools. Assist with support of Systems infrastructure district wide. Leverage Active Directory capabilities such as group policies, printer resources, shared directories, containers, and groups needed to effectively support end-users. Assist with Cross-Training of and Knowledge Transfer to College IT staff in Life Cycle management for end-user devices (Workstations, Laptops, Tablets, etc...). Coordinate and/or lead district wide IT working groups for Tech Support or Systems Infrastructure related initiatives such as standardizing and utilizing best practices for patching end user devices. Working collaboratively across all of IT, provide IT support for faculty, staff and administrators and ensure timely IT problem resolution or escalation to IT support staff located throughout KCCD (District Office, College sites). Create, update, track and complete cases in KCCD IT's Help Desk tracking system, for all IT problem and training requests from end-users. Assist with the development and promotion of self-help resources such as Knowledge base articles, online training resources and end-user documentation utilized by KCCD students, faculty, and staff, as well as KCCD IT staff and Help Desk agents. Maintain records and documentation for asset management and hardware replacement planning purposes. Maintain, update and track inventory of District software licenses. Receive, prioritize, and complete individual and group requests for hardware or software moves, adds, and changes. Help provide hands-on training to users in the use of hardware and software and ensure end users are aware of what hardware and software is available for their use and how to obtain support for all IT services. Handle end-user requests for hardware and software pricing and quotes. Assist with software installation, patch management and inventory management. Undertake appropriate professional development opportunities to stay current on needed job skills and knowledge. Perform related duties as assigned.
Minimum Qualifications
Any combination of education and experience equivalent to:
Associate degree in computer science, management information systems or related field and 2 years increasingly responsible experience in workstation, server, a local-area networking and server application support.
OR
High school diploma, GED or equivalent certificate of competency and four years of work experience such as described in the representative duties section of the specification.
Knowledge and Abilities
KNOWLEDGE (USE, CONFIGURATION, INSTALLATION, TROUBLEHOOTING) OF: Modern enterprise level Information Technology Systems and processes. Microsoft Technologies such as Active Directory (i.e. Group Policy, User Management, etc.) and Microsoft 365 Cloud Services Virtualization (i.e. VMWare, Windows HyperV) Networking (Wired, Wireless, TCP/IP). Backup and Recovery solutions and practices. Workstations, Servers, Switches, Laptops, Printers, Copiers, Mobile devices, and related peripherals. Common client operating systems (i.e. Windows, MacOS) Common software applications (i.e. Microsoft Office, Adobe, Internet Browsers, etc.). Client Security software and techniques. Uses, capabilities, characteristics, and limitations of computer and related equipment.
ABILITY TO: Perform a variety of technical duties in the implementation, operation, maintenance, repair and diagnosis of computers, networks and campus server applications. Install, maintain and support a variety of software packages. Read, comprehend and apply general instructions and technical documentation. Train or assist users in the use of technology Work independently with little direction. Work collaboratively across many IT and non-IT work groups. Understand and follow oral and written instructions. Communicate effectively both orally and in writing. Establish and maintain cooperative and effective working relationships with others. Set, prioritize, manage and meet realistic deadlines in a high-pressure environment.
SALARY RANGE$5,543.79 - $7,833.24 monthlyMaximum Entry Level Salary: $5,824.45 monthly SPECIAL INSTRUCTIONSFirst Review of Applications: Complete application packets will be accepted until the position is filled; but those received by April 30, 2024, 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 formCurrent resumeLetter of interest (Cover Letter)Copy of legible transcripts List of five (5) professional references - Listed on application form It is the applicant's responsibility to redact (or remove) any personal information from all documents prior to uploading. This includes Social Security Numbers, Date of Birth, and any photos of the applicant. Foreign Degree: Applicants with foreign degrees from colleges or universities outside of the United States must have their coursework evaluated by a professional association that is a member of the National Association of Credential Evaluation Services (NACES) or Academic Credentials Evaluation Institute, INC. (ACEI). A copy of the evaluation must be submitted with your on-line application. Applicants who require reasonable accommodation to participate in the selection process should contact Human Resources to make the necessary arrangements. EEO Plan 2021-2024 Note:The District is strongly committed to achieving staff diversity and the principles of equal employment opportunity. The District encourages a diverse pool of applicants and does not discriminate on the basis of national origin, religion, age, gender, gender identity, gender expression, race or ethnicity, color, medical condition, genetic information, ancestry, sexual orientation, marital status, physical or mental disability, pregnancy, or because he/she is perceived to have one or more of the foregoing characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics or any other characteristic protected by federal, state or local law, in any of its policies, procedures or practices. Discrimination Free Work Environment 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.
All applicants must apply online at careers/kccd/jobs/4439549/it-support-specialist. Emails will not be accepted.
