Support 2: Information Technology Help Desk

Pima Community College; Tucson (AZ); On-site; USD 42,000 - 68,000; Full time

Job summary

Pima Community College in Arizona is hiring an Information Technology Help Desk Support 2 to provide skilled technical support across multiple campus locations. The role troubleshoots software, hardware, and peripherals, administers and maintains workstations, and supports networking and enterprise tools used by the college.

The position requires a high school diploma or GED with 1–3 years of related experience and a valid Arizona driver license; a combination of certification or education may

Qualifications

• High school diploma or GED with 1–3 years of related experience.
• Valid Arizona driver license.
• Equivalent combination of certification, education and experience.
• Vocational/technical training in Computer Science or IT preferred.

Responsibilities

• Provides information, guidance and direction to College employees on technology systems, techniques, applications, utilities, operation, and uses of computer hardware, software and other related equipment.
• Directs processes and procedures; schedules activities; and monitors workflow.
• Installs, maintains, repairs, and upgrades computers, peripherals, and classroom technology for daily use; maintains networking of computers and peripherals.
• Utilizes enterprise tools such as software management, image deployment, mobile device management, security management, and other server-based tools to manage the campus IT environment.
• Operates or administers servers, computer workstations; ensures back-up procedures and security measures are followed, configures users, and performs installations and upgrades.
• Contacts service contractors for major hardware malfunctions; schedules and oversees regular computer preventive maintenance.
• Works with staff and other College departments to develop and document methods and processes to improve product quality and client satisfaction. Maintains records of work activities and documents recurring, difficult or complex problems.
• Responds to phone calls, emails, and in person requests for any I.T. related assistance and problem solves for a quick resolution.
• Compiles data, prepares and reviews a variety of reports; identifies trends; recommends solutions and resources.
• Performs all other duties and responsibilities as assigned or directed by the supervisor

Skills

Troubleshooting

Customer service

Communication skills

Teamwork

Software installation

Education

High school diploma or GED

Equivalent certification/education

Tools

Software management

Image deployment

Mobile device management

Security management

Job description

We're excited you are considering a position with us. We welcome and celebrate the expansive experiences and contributions that all members of our campus community bring to the table, whether shaped by career history, academic study, or community engagement.

We're committed to a fair and transparent hiring process. For more information about working at Pima Community College, visit the Pima Careers page.

All employees are expected to live and work within the state of Arizona as a condition of employment. All selected candidates are subject to a successful completion of a background check.

The data we collect during the application process is used to evaluate your qualifications for the role you're applying for. All data is handled with strict confidentiality and in accordance with our privacy policy.

Position Summary

The Information Technology Help Desk Support 2 performs skilled technical level work and duties for multiple site locations in the area of information technology. Performs skilled level duties in support of college systems and programming. Troubleshoots computer software and hardware. Performs complex maintenance and repair of computer software, hardware, and peripherals. Administers and maintains network workstations and related software. Maintains active inventory system for campus technology hardware. The work schedule for this position is flexible and may include working evenings and weekends.

Duties & Responsibilities

• Provides information, guidance and direction to College employees on technology systems, techniques, applications, utilities, operation, and uses of computer hardware, software and other related equipment
• Delivers direction on processes and procedures; schedules activities; and monitors workflow
• Installs, maintains, repairs, and upgrades computers, peripherals, and classroom technology for daily use; maintains networking of computers and peripherals
• Utilizes enterprise tools such as software management, image deployment, mobile device management, security management, and other server-based tools to manage the campus IT environment
• Operates or administers servers, computer workstations; ensures back-up procedures and security measures are followed, configures users, and performs installations and upgrades
• Contacts service contractors for major hardware malfunctions; schedules and oversees regular computer preventive maintenance
• Works with staff and other College departments to develop and document methods and processes to improve product quality and client satisfaction. Maintains records of work activities and documents recurring, difficult or complex problems
• Responds to phone calls, emails, and in person requests for any I.T. related assistance and problem solves for a quick resolution
• Compiles data, prepares and reviews a variety of reports; identifies trends; recommends solutions and resources
• Performs all other duties and responsibilities as assigned or directed by the supervisor

Job Requirements/Qualifications

• High school diploma or GED and
• One to three years of related experience and
• Valid Arizona driver license

or

• An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above

Preferred

• Vocational or technical training in Computer Science, Informational Technology, or a closely related field of study

Knowledge, Skills And Abilities

• Skill in installation, repair, and maintenance of network and/or computer hardware, software, and peripherals
• Skill in verbal and written communication with the ability to explain technical concepts to audiences with a wide range of technical skills
• Skill in performing a variety of duties, often changing from one task to another of a different nature
• Skill in positive, productive and flexible customer service
• Ability to work independently as well as in a team environment

Physical Requirements

Environment: Work is performed primarily in a standard office environment with staff contact and frequent interruptions.

Physical: Primary functions require sufficient physical ability and mobility to work in an standard office setting; to remain in a stationary position for prolonged periods of time; to occasionally position self to perform duties; to position or transport light to moderate (up to 20 pounds) amounts of weight; to operate office equipment including use of a computer keyboard; to travel to other locations using various modes of private and commercial transportation; and to effectively communicate to exchange information

Vision: Ability to see in the normal visual range with or without correction.

Hearing: Ability to hear in the normal audio range with or without correction.

If you require assistance, or a reasonable accommodation for individuals with disabilities, please do not hesitate to contact Pima Community College Human Resources.

Human Resources Contact Information

• Phone: [phone]
• TTY: [phone]
• Email: [e-mail]

Pima Community College is an Equal Opportunity Employer. We encourage applications from all qualified individuals.