Help Desk Specialist

Applications are currently being accepted for Help Desk Specialist in the District’s Information Technology Department. Generally speaking, hours are Monday through Friday, 8:00 a.m. - 5:00 p.m. However, selected candidate must be willing to adjust work days/hours as directed based on the department’s needs.

• Experience in providing first-level support to end-users via phone, email, or in-person.

• Proficient with Active Directory, Azure, Microsoft Entra, Intune, and Microsoft 365.

• Skilled in troubleshooting and resolving hardware, software, and network issues.

• Proficient with password resets, account lockouts, and MFA resets for all users.

• Capability to ensure necessary permissions for various tools.

• Adherence to and promotion of service desk best practices to ensure efficient and effective support.

• Experience in reviewing ticketing system views and dashboards to monitor and manage support tickets.

• Experience with Enterprise Resource Planning tools.

• Ability to create request forms and automated workflow assignments.

• Skill in assigning licenses and access to third-party apps.

• Experience in creating and maintaining shared mailboxes and public folder mailboxes.

• Ability to assist with Learning Management System login issues.

• Experience in reviewing and executing employee account creation and deletion procedures.

• Proficiency in managing account name change procedures.

• Experience in reviewing daily business unit changes and ensuring all updates are accurately reflected in the system.

• Strong understanding of IT systems and troubleshooting techniques.

• Proficiency with various administrative tools and platforms.

• Excellent communication and customer service skills.

• Ability to manage multiple tasks and prioritize effectively.

• Familiarity with service desk software.

Certification:

• Certifications in relevant IT fields such as CompTIA A+, Microsoft, or other certifications.

Education and Experience:

• Associate’s degree in Information Technology, Computer Science, or a related field. Bachelor’s degree preferred.

• Minimum of 2 years of experience in a help desk or technical support role.

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 online application., All applicants must have demonstrated cultural competency and sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty and classified professionals.

SDCCD provides a comprehensive fringe benefit package for its full-time classified employees. The District contributes toward the cost of the premium (including dependent coverage) for the medical insurance plan options. Additional benefits include dental, vision, sick leave, vacation and opportunities for professional development. Contract employees become members of the California Public Employees’ Retirement System (CalPERS) upon appointment.

• Medical, dental, and vision plans are 100% employer paid for you and all dependents

• $50,000 group term life insurance

• 12 vacation days, 12 sick days, 16 holidays, and winter recess paid time off

• Tuition reimbursement

• Educational incentive program (for salary advancement)

• Provide a Certificate of Tuberculosis Exam for initial appointment (Note: The certificate must be renewed every 4 years as a condition of continuing employment);

• Have fingerprints taken by a Live Scan computer at the District’s expense (Clearance must be received prior to first day of employment);

• Present original documents for proof of eligibility to work in the United States as required by the I9 Employment Eligibility Verification form; AND ,

• Attend a new hire processing appointment in People, Culture, and Technology Services located at the District Administrative Offices.