MIRACOSTA COLLEGE
CLASS TITLE:
STUDENT HELP DESK AIDE
BASIC FUNCTION:
Under the direction of the Instructional Technology Coordinator, plan, organize, and operate
student help desk services; provide first-contact technical support to all students. Provide
organizational and operational support for the student help desk.
REPRESENTATIVE DUTIES:
1.
Operate and oversee mechanisms for logging incoming problem calls and routing of
those problems to appropriate staff as needed.
2.
Maintain processes for receiving, logging, and resolving technical and instructional
issues via telephone, email and online support.(E)
3.
Provide technical support to students having problems with campus online systems.(E)
4.
Maintain working knowledge of online campus systems such as SURF and Blackboard
as well as their respective policies and procedures.
5.
Triage Student requests with the following priorities; a) answering phones on the initial
call; b) responding to voicemail within 4 hours; c) responding to email within one
business day. Evaluate the requests and resolve the issue with no escalation; (E)
6.
Monitor progress of work on incoming problems and document resolution of those
problems. Provide regular reports on completion of solutions to incoming problems.
7.
Ensure student help desk service during standard hours of operation as well as highdemand time periods such as enrollment, the beginning of a new term, or broad
implementations. (E)
8.
Compile information, make computations, establish and maintain files and prepare a
variety of narrative and statistical reports, records, and summaries. (E)
9.
Respond to requests for information from students regarding District programs, policies,
procedures and regulations.
10.
Provide backup coverage of district helpdesk as needed.
11.
Perform related duties as assigned.
KNOWLEDGE AND ABILITIES:
KNOWLEDGE OF:
Organization, policies and rules of assigned department.
District organization, operations, policies, and objectives.
Library policies and procedures.
Applicable sections of State Education Code and other applicable laws including privacy
(FERPA)
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
5/9/13
STUDENT HELP DESK AIDE
2
Applicable copyright rules and regulations.
Americans with Disabilities Act (ADA) regulations as applicable to district technologies.
Telephone techniques and etiquette.
Principles of the computer software.
Personal computers (software and hardware), Web/Internet (software, web pages/HTML), and
email.
Correct English usage, grammar, spelling, punctuation and vocabulary.
Customer service techniques.
Interpersonal skills using tact, patience, and courtesy.
Oral and written communication skills.
Modern office practices, procedures, and equipment.
Recordkeeping techniques.
Basic math
ABILITY TO:
Troubleshoot software problems on multiple operating systems.
Work independently with directions from supervisor.
Work confidentially.
Understand and follow oral and written directions.
Work efficiently with many interruptions.
Multi-task and prioritize projects.
Plan and organize work.
Establish and maintain cooperative and effective working relationships with others.
Communicate effectively both orally and in writing.
Interpret, apply, and explain rules, regulations, policies and procedures.
Prepare reports by gathering and organizing data from a variety of sources.
Maintain a variety of files, records, and statistics.
Perform basic arithmetic calculations.
Demonstrate sensitivity to and understanding of diverse academic, socioeconomic, cultural,
ethnic and disability issues.
EDUCATION AND EXPERIENCE:
Any combination equivalent to graduation from high school and one year general work
experience.
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
MIRACOSTA COMMUNITY COLLEGE DISTRICT
(E) = Essential job function
5/9/13
STUDENT HELP DESK AIDE
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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
5/9/13