Systems/Network Support Specialist

Cabrillo-College; California (MO); On-site; USD 70,000 - 93,000; Full time

Job summary

Cabrillo College in Aptos/Watsonville is seeking a Systems/Network Support Specialist for a full-time, on-site role. You will support client-facing technologies, hardware, software, printers, and network connectivity, installing, configuring and troubleshooting across Windows, macOS, and IOS.

Under supervision, you will deploy software, provide end-user training, manage lab images, and contribute to district-wide technology standards.

Qualifications

• Two years college-level coursework in computer science or IT.
• At least two years of experience providing technical end-user support in a LAN.
• Ability to configure and troubleshoot multi-platform devices and software.

Responsibilities

• Installs, configures, upgrades and maintains desktop hardware, printers and peripherals; troubleshoots issues.
• Configures enterprise device management, builds lab images, and coordinates lab replacements.
• Maintains network servers and distributes software packages to Windows, macOS, and iOS.
• Responds to tickets, troubleshoots problems, and guides users until resolution.
• Performs on-site repair and liaises with manufacturers for advanced support.
• Develops district-wide tech support standards and improves customer service metrics.

Skills

Customer service

Troubleshooting

Network connectivity

Documentation

User training

Equipment support

Education

Two years of college-level coursework in IT or related field

Job description

To qualify for this internal lateral transfer opportunity, you must be a current Classified or Confidential employee of Cabrillo College and meet all of the following eligibility requirements:

• Successful completion of your probationary period
• Placed at Range 48 or higher on the Classified salary schedule or Range VII or higher on the Confidential salary schedule
• Meet the qualifications of the lateral transfer opportunity as noted in the “Minimum Qualification” section of this job announcement

Unsure of your salary range? Visit HR’s website to view the salary schedule for Classified or Confidential for this position.

Under general supervision, this full-time, 12 months per year, Systems/Network Support Specialist position performs varied technical Information Technology (IT) support functions related to client-facing technologies including desktop/laptop hardware, software, printers, peripheral equipment, server/network connectivity, mobile devices and applications; installs, configures, diagnoses and troubleshoots multi-platform, networked client devices and peripheral equipment; participates in enterprise-wide software deployments; provides end-user training; and performs related duties as assigned.

This position will work primarily in-person, on-site at our Aptos and/or Watsonville campuses, and all other on-site locations as assigned.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.

• Installs, configures, troubleshoots, upgrades, repairs and maintains desktop computers, printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment operations; performs local/wide area and internet network installations; provides a wide range of support to users of personal computers, mobile devices, audio-video and telecommunication equipment; configures a wide range of software; recommends hardware configurations for end users; works with end users to define software solutions; documents all hardware and software configurations; provides end user training.
• Centrally configures and deploys end user devices using a variety of enterprise-level management suites including mobile device management and directory services platforms; builds and develops scripts to deploy custom images for lab areas; plans, schedules, coordinates and completes computer “lab” replacements; installs, tests and configures applications and new software functionalities for applicable servers and platforms.
• Maintains and configures assigned network servers including those involving application licensing, application hosting, application distribution, end-point management and printing services; creates and distributes configured application packages and installers for remote and self-service deployment to a variety of platforms including Windows, macOS and IOS.
• Monitors, prioritizes, responds to, and resolves technical support requests for hardware/software and connectivity issues received via the IT services management platform ticketing system or by in-person requests, phone calls/messages, or emails; troubleshoots and diagnoses problems and errors; provides users with instructions in areas of network login, logout, passwords, email, drive mappings, desktop icon management and instructional applications; provides follow‑up support until issues are resolved; works with other technical staff, vendors, and managers to find solutions for reducing or eliminating issues.
• Performs on‑site repair of desktop computers and peripherals; contacts manufacturers’ technical support for in‑depth triage of computer issues or for shipment of hardware components and/or replacements.
• Works collaboratively with manager and other technical staff to identify and implement standards for District‑wide and campus‑specific technology support such as average response time, mean time to repair, end‑user satisfaction and problem resolution rate/time; develops best practices and fosters continuous improvement in customer support services; reviews help desk statistics and surveys, analyzes trends, identifies chronic problems and performs root‑cause analyses.
• Maintains detailed inventory records of hardware, software, and computer‑related equipment using asset tracking and management systems to make informed decisions about technology purchases; disposes of obsolete assets following established procedures.
• Assists with forecasting cycle replacements or upgrading of desktop, laptop, printer, and related technology assets; maintains proper hardware replacement planning information.
• Keeps technical skills current to meet continuing work responsibilities.
• Participates and may function as a lead on client‑facing technology‑related projects.

OTHER DUTIES

• Installs, configures, sets up, and supports a variety of audio‑visual and public address (PA) systems utilized in classrooms and for special events.
• Demonstrates sensitivity to and understanding of diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff.
• Performs related duties as assigned.

EDUCATION AND EXPERIENCE

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

• An understanding of, and sensitivity to, the diverse academic, socio‑economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, faculty, and staff; or an equivalent combination of training and experience, AND
• Two years of college‑level coursework in computer science, information technology, or a related field, AND
• At least two years of progressively responsible experience in providing technical customer support services to computer end‑users in a local area network (LAN) environment.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Operational characteristics of various computer hardware and devices, operating systems and software used throughout the District.
• Best practices and advanced methods and equipment used for troubleshooting and resolving the causes of system, computer, application and hardware problems and device errors and failures.
• Processes and utilities used to build and remotely deploy computer system images.
• Network system concepts, security, access control and network operating software.
• Basic principles and practices of server and network administration, including methods and procedures for configuring networked servers used for application licensing, hosting, distribution and end‑point management.
• Security practices to ensure protection against potential security threats such as viruses, malware and spam.
• Effective customer service practices and etiquette.
• Data and voice communications concepts.
• Methods of data backup and restoration.
• General principles for the design, development, implementation and operation of voice, video, storage and data networks.
• Documentation procedures and recordkeeping and report preparation techniques.
• Methods and techniques of developing and providing user training.
• Basic project management techniques.
• Safety policies, practices and procedures applicable to the work.

Skills and Abilities to:

• Interact with customers and system users with courtesy, tact and patience to provide prompt and appropriate technical support services.
• Obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses and solutions.
• Troubleshoot, diagnose, and resolve computer software and network connectivity problems and failures of varying levels of difficulty.
• Utilize diagnostic test procedures and equipment.
• Organize, set priorities, and exercise sound judgment within areas of responsibility.
• Maintain accurate inventory of computer hardware and software components,
• Participate in technical discussions with technical and non‑technical groups.
• Write instructions in a manner that can be understood by computer users with different levels of computer literacy.
• Prepare clear, concise, and accurate systems documentation and reports of work performed.
• Train computer users in the use of a wide variety of computer software, equipment and basic network operational procedures.
• Provide technical assistance to other staff members as required.
• Read, interpret, and apply concepts found in online technical publications, manuals, and other documents.
• Communicate effectively, both orally and in writing.
• Understand and follow written and oral instructions.
• Operate a computer and use standard business software.
• Establish and maintain effective working relationships.
• Uphold the District’s mission, values, and objectives, including equity and Guided Pathways.
• Support an inclusive work environment that fosters diversity, respect, and engagement.

Starting Salary Range: $6,245 to $8,368 per month; plus 5% annual increases up to step 7. This is a full‑time (40 hours per week) assignment, 12 months per year. Monday through Friday, 8:00 a.m. – 5:00 p.m., with evenings and weekends as required.

EEO Statement Cabrillo College is an equal opportunity employer and actively seeks a diverse pool of qualified applicants. The policy of the College is to encourage applications from all persons. No person shall be denied employment because of ethnicity or race, color, sex or gender, gender identity, gender expression, age, religion, marital status, disability, sexual orientation, national origin, medical conditions, status or protected veteran status.

Accommodations Persons with disabilities who require reasonable accommodation to complete the employment process must notify Human Resources at [e-mail].

Questions? Concerns? Please contact HR, as Departments, Divisions, and Committee Members are unable to discuss active recruitments with potential candidates.