Information Technology Support Technician I (2 Vacancies)

Ohlone College; Fremont (CA); On-site; USD 50,000 - 75,000; Full time

Job summary

Ohlone College is seeking a detail-oriented IT Support Specialist to assist faculty, staff, and students with hardware and software issues, and the administration of IT services. The role emphasizes customer service, documentation, and collaboration within the ITS department.

You will diagnose basic problems, support desktop hardware, and help maintain inventories while engaging respectfully with a diverse college community.

Qualifications

• Bachelor’s degree in a related field and job experience or training in network and/or computer systems and technologies.
• Experience working in an educational setting and among users with varying levels of familiarity with technology.
• Evidence of responsiveness to and understanding of the diverse backgrounds of community college students and staff, supporting equity-minded practices.

Responsibilities

• Troubleshoot software and hardware issues through diagnostic techniques.
• Direct advanced technical issues to the next level of ITS support.
• Document problems and resolutions and maintain accurate records.
• Conduct inventories of District software and hardware and reconcile with purchase orders.
• Provide excellent service and communicate professionally in all interactions.
• Provide in-person and remote assistance to users.

Skills

Troubleshooting

Customer service

Documentation

Communication

Education

Bachelor’s degree or equivalent

Tools

Incident management systems

ERP systems

Job description

Ideal Candidate Statement

The ideal candidate will be a thorough, detail orientated individual experienced in various technologies including Windows and Mac endpoint configuration and troubleshooting, digital signage, audio visual setup and support, software and hardware installation and debugging and security awareness and best practices. The candidate will diagnose and resolve technical issues in a collaborative environment while balancing changes in priorities and adapting to new situations. The candidate will be customer service focused delivering consistent, exceptional communication and service to faculty, staff and students in an educational community that is committed to understanding and advancing the benefits of diversity, equity and inclusion.

Position Description

Under the supervision of an administrator, serve as a point of contact for the Information Technology Services (ITS) Department for technical support issues on hardware, applications and related technologies. Be responsible for providing technical assistance to troubleshoot basic problems with computer hardware and software.

Duties and Responsibilities

• Troubleshoot software and hardware issues through diagnostic techniques;


• Direct advanced technical issues to the next level of ITS support;


• Conduct follow-up communication with users; identify recurring problems and recommend improvements;


• Carefully document all problems and resolutions;


• Conduct inventories of District software and hardware as directed; reconcile inventories with purchase orders as assigned.


• Provide excellent service;


• Communicate professionally and efficiently in all interactions;


• Configure and deliver computer hardware and provide set up of equipment as assigned;


• Organize and support ITS-related trainings by completing tasks including, but not limited to: reserving conference rooms and duplicating training materials;


• Enter data into appropriate databases;


• Maintain records as directed;


• Demonstrate sensitivity to and respect for the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of the College’s students, faculty, staff, and community.


• Effectively engage and support historically disproportionately impacted groups by addressing issues of equity and improving culturally responsive service-oriented practices;


• Performs related duties as assigned.

Knowledge Of

• A wide variety of hardware and software including enterprise resource planning systems;


• Incident/ticket management systems;


• Software and hardware troubleshooting techniques;

Skill To

• Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological equipment to assist users and troubleshoot basic problems, including but not limited to: log in issues, printer problems, and hardware malfunctions;


• Use incident/ticket management systems to prioritize and respond to requests for assistance;


• Use general office software and equipment to complete logs and document activities;

Provide in-person and remote assistance to users

Ability To

• Ensure effective customer service in diagnosing and resolving basic technical issues;


• Remain calm under stressful situations; thrive in a team atmosphere;


• Apply critical thinking techniques to assist users in resolving technical issues with computer hardware and software;


• Effectively prioritize and complete work assignments;


• Communicate effectively, orally and in writing;


• Develop and maintain effective relationships with coworkers of varying technological skill levels.

Minimum Qualifications

Any combination equivalent to: a Bachelor’s degree in a related field and job experience or training in network and or/or computer systems and technologies.

Experience working in an educational setting and among users with varying levels of familiarity with technology.

Must have evidence of responsiveness to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, as these factors relate to the need for equity-minded practices.

Physical Characteristics

This position requires physical abilities needed to work in a standard office setting, including but not limited to: standing and/or sitting for prolonged periods; frequent stooping, bending, kneeling, and twisting; frequent lifting, carrying, pushing and/or pulling moderate and heavy amounts of weight; operating office equipment which may require repeated fine motor skills (e.g.: keyboard use); and the ability to communicate in written and verbal forms. The position requires vision and hearing in normal ranges (with or without correction) sufficient to operate any assigned equipment and the ability to clearly communicate with others in written and verbal forms.

In addition to the above, the assignment will require the ability to work at heights in various settings and in enclosed spaces, and/or operate machinery required to complete assigned tasks. The work may also include physical labor, including but not limited to: climbing and balancing. The employee may be in environments which contain dust or odors related to the work being undertaken.

Salary Placement

Initial salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department’s fiscal resources. Classified employees advance one step on the salary schedule each year and have the potential to reach the current maximum step of $101,544 annually.

Foreign Transcripts

Transcripts issued outside the United States require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the filing deadline. Here is a list of approved foreign degree evaluation services: http://www.ohlone.edu/org/hr/forms/docs/evaluationofforeigndegrees.pdf

District Statement

Founded in 1967, Ohlone College is named in honor of the early Ohlone People who inhabited the San Francisco Bay Area. Ohlone College is committed to providing a high-quality education to serve our diverse population of over 15,000 students per year. Ohlone College is nationally recognized for our Deaf Studies and Interpreter Preparation programs, and is widely known for our nursing, health sciences, liberal arts, biomedical science, and smart manufacturing programs. As a learning community, we embrace and champion inclusivity, integrity, student expression, global citizenship, and continuous improvement.

Ohlone College is one of the top-ranked community colleges in California, serving the cities of Fremont, Newark, and Union City. Our campuses in Fremont and Newark are centrally located in the East Bay between San Francisco, Oakland, and San Jose. This region is known as a hub of innovation and economic activity, and home to some of the most advanced manufacturing, biomedical research, and clean energy companies in California, including Tesla, Meta, Seagate, and Lam Research.

The main campus in Fremont is located near Interstate 680 at the base of Mission Peak, just south of the historic Mission San Jose, and is the primary gateway to year-round hiking, biking, and hang gliding in the Mission Peak Regional Preserve. The Newark Center for Health Sciences and Technology is located near Interstate 880 in a hub of new residential and commercial development. The two campuses are connected by shuttle to each other and the Warm Springs BART station, which offers convenient access to public transit throughout the Bay Area.

Vision Statement

Ohlone College will be known for inclusiveness, innovation, integrity, engagement, and exceptional student success.

Mission Statement

Ohlone College offers high quality educational and career pathways and personal enrichment courses to serve the diverse needs of all students and the community. Ohlone provides excellent instruction and support services, awards associate degrees and certificates, and promotes university transfer in an inclusive, equitable, and multicultural environment where student learning and achievement are paramount. Ohlone fosters innovation, encourages student expression, and promotes ethical behavior and global citizenship.

EEO Statement

The District is strongly committed to the principles of equal opportunity and to hiring qualified staff who reflect the diversity of our community. The District encourages a diverse pool of applicants and does not discriminate on the basis of sex, race, religious creed, color, national origin, ancestry, age (40 or over), medical condition, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, disability, military and veteran status, pregnancy/childbirth/breastfeeding or related medical condition or any other protected basis in any of its policies, practices, or procedures. The college encourages applications from all qualified applicants. If you have a disability and are in need of special services, equipment, or facilities in order to apply or interview for this opening, please call the Human Resources office at: [phone].

Conditions of Employment

Offers of employment are contingent upon Governing Board approval. Employment with Ohlone Community College is not complete or official until applicants meet all pre-employment requirements. All new employees are required to submit official transcripts, proof of freedom from tuberculosis. In addition, you will be required to provide identification and employment eligibility as outlined in the federal “Immigration Reform & Control Act of 1986.” Pre-employment tests and/or medical examinations may be required. Ohlone Community College does not sponsor H1B visas. Employees must sign the Oath or Affiliation of Allegiance and submit fingerprints for CA Department of Justice clearance. Employees must be California residents on their date of hire and for the duration of their employment with Ohlone Community College District.

Immigration Reform & Control Act of 1986

Applicants selected for positions will be required to provide identification and employment eligibility as outlined in the federal Immigration Reform & Control Act of 1986.