Student Technology Support
Cuesta College
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Benefits offered by this job
Job summary
Cuesta College seeks an individual to coordinate help desk operations, providing first-line technical support for students in person and online. You will triage issues, maintain knowledge bases, and ensure timely ticketing and resolution while delivering strong customer service.
The role involves coordinating daily help desk activities, supporting various platforms (Windows, macOS, iOS, Android), and guiding users with login credentials and basic connectivity problems.
Qualifications
- Minimum 12 units of college level courses in computer information systems, office technology, or related areas.
- Associate Degree preferred.
- Two years of work experience or a combination of education and experience.
Responsibilities
- Provide basic and routine technical support to students from a centralized location and online.
- Identify customer needs and resolve password and basic connectivity issues.
- Coordinate help desk coverage based on call and walk-in patterns.
- Develop and maintain online resources for campus technology users.
- Create, update, track and complete tickets in the ticketing system.
- Generate reports and collaborate with administrators to improve student technology support.
Skills
Education
Tools
Job description
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.
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.
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.
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.
- Additional information about the college can be found at https://www.cuesta.edu/about/index.html
- The college planning documents can be found at https://www.cuesta.edu/about/collegeplans/index.html
- Our Student Equity Action Plan can be found at https://www.cuesta.edu/about/info/student-equity-initiatives/equity/index.html
- We offer comprehensive benefit options. Information about benefits can be found at https://www.cuesta.edu/about/human-resources/benefits/index.html
- 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.
Required
- Minimum 12 units of college level courses in computer information systems, office technology, or related areas
- Associate Degree
Required
- Two years of work experience, or combination of education and experience which would indicate possession of knowledge, skills and abilities listed.
- 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.
- 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.
- 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.
Required
- Valid driver’s license and eligible to obtain California driver’s license upon hire
Cuesta College will not sponsor any visa applications.
San Luis Obispo County Community College District (Cuesta College) is an equal opportunity employer committed to nondiscrimination on the basis of race, ethnicity, color, religion, national origin, sexual orientation, gender, gender identity, gender expression, marital status, medical condition, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), age, disability (physical and mental), genetic information, military and veteran status, or any other characteristic protected by applicable federal and state law in admission and access to, or treatment in employment, educational programs or activities at any of its campuses. Reasonable accommodations will be provided for applicants with disabilities who self-disclose. Cuesta College also prohibits harassment on any of these bases, including sexual harassment, as well as sexual assault, domestic violence, dating violence, and stalking.
In compliance with California law, all prospective staff and students are entitled to read the Annual Security Report, published each October by the Cuesta College Department of Public Safety. This report contains information about our emergency and crime reporting procedures, as well as crime statistics for the past 3 years. You may request a copy of this report at one of our two Public Safety Offices: on SLO campus at Building 6600A or on North County Campus at building N1021, during campus business hours. You may also access the complete text of this report at the following website address: https://www.cuesta.edu/community/publicsafety/crime-information/clery-act.html
Cuesta College uses E-Verify as part of the I-9 process to verify the work eligibility of all new hires. E-Verify is an Internet-based system that compares information from an employee's Form I-9 to data from U.S Department of Homeland Security and Social Security Administration records. For further information, visit: https://www.cuesta.edu/about/depts/humanresources/Job_Opportunities.html
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