Student Technology Support

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., Provides basic and routine technical support assistance including software, hardware and LMS to 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.

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

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.