ITS Help Desk Specialist

DEFINITION:

Under supervision of the appropriate administrator in Information Technology Services will provide technical help desk assistance to employees and students and value and promote the mission and vision of the college.

CLASS CHARACTERISTICS:

This position, under minimal supervision, is a skilled working position, which emphasizes customer service and coordination skills. The incumbent provides phone, e-mail, and remote support to employees and students seeking technical assistance for campus technology issues. The incumbent coordinates with technical services staff to ensure the successful and timely resolution of all help desk requests. 

1. Coordinate daily help desk operations;
2. Assist in the maintenance of user and email accounts;
3. Troubleshoot and resolve login issues. 
4. Prepare and deliver training to district users to include developing training materials as needed.
5. Perform troubleshooting and resolve issues such as identifying source of failure, operator error, or hardware/software malfunction in person from the help desk, incoming calls and problem reports as required. 
6. Accurately log all help desk requests using problem-tracking software;
7. Communicate and coordinate information and feedback from end-users with resources within information technology services;
8. Manage problem report documents including regular review and update of all assigned problems and tracking of problem reports to closure; 
9. Proactively communicate appropriate information and responses to end-users regarding problem reports and applicable questions;
10. Assist with technological equipment inventory;
11. May participate in project teams on rollouts or special projects. 
12. Participate in the maintenance of the information technology service management system.
13. Suggest and implement efficient work methods and related workflow processes for streamlining help desk operations;
14. Document, edit and update knowledge resources and documents with self-help information;
15. Create and maintain department technical request forms. 
16. Receive, prepare, and distribute technology with campus users. 
17. Provide basic and mid-level administration of devices through mobile device management (MDM) solutions. 
18. Provide back up as Technical Services Support Specialist I.
19. Performs other related duties as assigned. 

Knowledge of:

• Current versions of Microsoft Windows, browsers and Microsoft 365 products;
• Networking and internet concepts, good knowledge of PC hardware/configuration issues, and experience providing support via remote assistance technology;
• Apple computer products and tablets/mobile devices desired;
• Administration of helpdesk products;
• Configuration of common Web browsers; 
• Providing technical support for internal or external customers;
• Troubleshooting desktop, password, and e-mail type issues;
• Bilingual English/Spanish desirable.

Demonstrated ability to:

• Deal with users of various levels of computer literacy and technical competency;
• Multitask in a fast-paced environment; be very organized;
• Deal with priority tasks and see that work is completed on schedule;
• Have good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it; 
• Exercise patience and professionalism during stressful situations;
• Learn fundamental operations of commonly used software, hardware, and other equipment.

Working Conditions:

• Duties are primarily performed in an office environment, at a desk, and on a computer.
• The incumbent will experience interruptions while performing normal duties during the regular workday.
• The incumbent will have contact, in person, by email, or on the telephone, with employees and students.

Physical Demands:

• Typically may sit for extended periods of time.
• Operates a computer.
• Communicates over the telephone, by email, and in person.
• Regularly lifts, carries and/or moves objects weighing 20-30 pounds.

Special Qualification:
A sensitivity to an understanding of the diverse academic, socioeconomic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.

Education and Experience:

Possession of an associates’ degree or equivalent in a computer related field and one or more years of professional experience in computer hardware/software support to include installation, maintenance, and repair.   Previous customer service experience strongly desired.

The desired start date is November 2026.  This is a full-time, 37-hour, classified, 12-month position. 
 
Work Schedule: Monday - Thursday, 8:00 a.m. - 4:30 p.m., and Friday, 8:00 a.m. - 4:00 p.m.
 
To be considered for this position, the candidate must submit the following application materials through our website by Sunday, September 20, 2026 by 11:59 PST:

• Cover letter;
• A current and complete resume/CV of education and professional experience;

Incomplete applications will not be reviewed by the hiring committee.
 
Allan Hancock College provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
 
Allan Hancock College will not sponsor any visa applications.