MIRACOSTA COLLEGE
CLASS TITLE:
HELP DESK SPECIALIST
BASIC FUNCTION:
Under the direction of the Instructional Computing Coordinator, plan, organize, and operate
employee help desk services; provide first-contact technical support to all constituents; be a
primary liaison and conduit for information between AIS and students, faculty, and staff. Plan
and organize Intranet and knowledge base operations on behalf of AIS; provide organizational
and operational support for the delivery of online training and documentation.
REPRESENTATIVE DUTIES:
1.
Assist in planning and have primary responsibility for implementing and operating help
desk functions for Academic Information Services. Function as the first response
solution for technical problems that do not require escalation. Operate and oversee
mechanisms for logging incoming computer and network hardware and software problem
calls and routing of those problems to appropriate staff members in Academic
Information Services.
2.
Triage end user requests with the following priorities; a) answering phones on the initial
call ; b) responding to voicemail within one business day; c) responding to email within
one business day. Evaluate help requests and route according to the following priorities;
a) resolve the issue with no escalation; b) escalate the issue and route a support ticket to
the appropriate AIS staff member(s).
3.
Monitor progress of work on incoming problems and document resolution of those
problems. Provide regular reports on completion of solutions to incoming problems.
4
Ensure help desk service during standard hours of operation as well as high-demand
time periods such as enrollment, the beginning of a new term, or broad implementations.
Serve as the primary help desk contact when available and coordinate help desk
coverage with AIS colleagues during time away from the phone.
5.
Organize and maintain the departmental (AIS) Intranet; secure and organize confidential
technical documentation of District systems for internal reference; collaborate with all
parts of AIS regarding inventory tracking, problem tracking, and documentation of District
systems.
6.
Help develop and have primary operations responsibility for creating a knowledge base
of past problems and solutions for use by Academic Information Services staff as well as
faculty and staff in other divisions.
7.
Consult with AIS colleagues on the development and maintenance of an online training
inventory; identify training needs/knowledge gaps of constituents; consult with training
authors to develop and update materials for online distribution; ensure documentation
and publication continuity; organize learning objects/training modules within an online
knowledge base system.
8.
Assist all parts of Academic Information Services in developing scheduling, inventory,
problem tracking, and documentation systems. Create and provide reports on the
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
9/20/05
HELP DESK SPECIALIST
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operations of these systems to the Dean, Academic Information Services.
9.
Compile information, make computations, establish and maintain files and prepare a
variety of narrative and statistical reports, records, and summaries using a high degree of
independent judgment.
10.
Coordinate with and assist all parts of Academic Information Services in disseminating by
all means available (electronic, print, and voice) information about their services to
students, faculty and staff.
11.
Respond to requests for information from students, staff, and the general public
regarding District programs, policies, procedures and regulations.
12.
Perform related duties as assigned.
KNOWLEDGE AND ABILITIES:
KNOWLEDGE OF:
Organization, policies and rules of assigned department.
Modern office practices, procedures, and equipment.
Recordkeeping techniques.
Principles of the computer systems.
Principles of the telephone system.
Principles of the network systems.
Public relations techniques.
Experience including but not limited to personal computers (software and hardware), telephone
system (voice mail, system procedures),Web/Internet (software, web pages/HTML), and
email.
Web publishing skills
Technical writing skills,
Telephone techniques and etiquette.
Library policies and procedures.
Correct English usage, grammar, spelling, punctuation and vocabulary.
District organization, operations, policies, and objectives.
Oral and written communication skills.
Applicable sections of State Education Code and other applicable laws including privacy
(FERPA)
Applicable copyright rules and regulations.
Americans with Disabilities Act (ADA) regulations as applicable to district technologies
ABILITY TO:
Operate and troubleshoot hardware and software problems on multiple operating systems
Resolve routine computer problems independently.
Read, interpret and follow computer processing instructions and other detailed oral and written
operating instructions.
Multi-task and prioritize projects.
Learn new information about computing quickly and translate it for others.
Work independently with little direction.
Work confidentially.
Analyze situations accurately and develop an effective course of action.
Train and provide assistance to others.
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
9/20/05
HELP DESK SPECIALIST
3
Interpret, apply, and explain rules, regulations, policies and procedures.
Utilize the computer to perform advanced-level word processing functions including complex
formatting of documents, creating charts, using spreadsheets and a variety of software.
Understand and follow oral and written directions.
Work cooperatively with others.
Establish and maintain cooperative and effective working relationships with others.
Meet schedules and timelines.
Prepare reports by gathering and organizing data from a variety of sources.
Work efficiently with many interruptions.
Make arrangements for meetings, workshops, and conferences.
Maintain a variety of files, records, and statistics.
Provide training and work direction to others.
Plan and organize work.
EDUCATION AND EXPERIENCE:
Any combination equivalent to an Associate in Arts degree and one year directly related work
experience, including advanced-level computer applications; closely related work experience
and/or specialized courses in computer systems operations.
LICENSES AND OTHER REQUIREMENTS:
Valid California drive license; District approved DMV driving record.
WORK DIRECTION, LEAD AND SUPERVISORY RESPONSIBILITIES:
N/A
CONTACTS:
All District employees, retirees, students, including departments, committees. Technology
hardware/software technical support, suppliers, vendors, subcontractors, service maintenance
personnel, public.
PHYSICAL EFFORT:
Primarily sedentary with intermittent standing, walking, bending and stooping; occasional light
lifting and carrying of objects weighing 25 pounds or less; ability to work at computer station on a
regular basis for short to extended periods of time, involving light to moderate repetitive use of
hands, wrists, shoulders and forearms; ability to travel to a variety of locations on and off
campus as needed to conduct district business.
EMOTIONAL EFFORT:
Ability to develop and maintain effective working relationships involving interactions and
communications personally, by phone and in writing with a variety of individuals and/or groups of
individuals from diverse backgrounds on a regular, on-going basis; ability to work effectively
under pressure on multiple tasks concurrently while meeting established deadlines and
changing priorities.
WORKING CONDITIONS
Primarily busy, indoor office environment; subject to frequent employee contact and interruptions
by phone and in person; intermittent exposure to angry and/or verbally aggressive individuals;
may be required to work during day and/or evening hours on an as-needed basis.
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
9/20/05