Information Technology Support Technician

Complete application packets will be accepted until the position is filled; however, those submitted by 11:59 p.m. (PST) on April 24, 2019, are assured consideration.

Applicants must submit all of the following materials online at http://hrjobs.mtsac.edu to be considered for this position:

1. A Mt. San Antonio College online application.

2. A cover letter describing how the applicant meets the required education and experience.

3. A detailed résumé that summarizes educational preparation and professional experience for the position.

4. Two (2) letters of recommendation that reflect relevant experience (do not use social media or professional networks as a means to provide letters of recommendation).

5. College and/or university transcripts showing the awarded/conferred degree (if applicable) are required and must be submitted with the online application by all applicants, including current or former employees of the college, to demonstrate that the required educational qualifications are met. Unofficial transcripts are acceptable at the time of application; however, copies of diplomas are not accepted in lieu of transcripts.

College contributes $10,946 toward annual premium for medical, dental, vision and life insurance coverage. Lifetime retirement benefits provided for eligible retirees. 
The District participates in the Public Employees’ Retirement System (PERS), State Teachers’ Retirement System (STRS) retirement programs, and MetLife Social Security Alternative Plan.

*Note Salary and Health & Welfare Benefits are subject to change

DEFINITION
Under general supervision, provides technical support and training on the use of personal computers, printers, peripheral equipment, and network systems hardware and software; resolves computer application problems and troubleshoots hardware malfunctions; assists in maintaining and administering the on campus WAN and LANnetwork systems; provides technical support, installation, and maintenance for software, desktop computer applications, Internet/Intranet, self-service portals, web based applications, and email systems; installs, configures, and repairs personal computer hardware and software systems and data communication facilities.

SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from the Director, Academic Technology and Infrastructure. Exercises no supervision of staff.

CLASS CHARACTERISTICS
This is the journey-level class in the information technology support series responsible for maintaining and troubleshooting application software and hardware such as Local Area Networks (LAN) and Wide Area Networks (WAN). Incumbents at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. The work involves frequent contact with others and coordination of multiple concurrent activities. This classification is distinguished from the Telecommunications Technician by the latter’s specialized assignment of the installation, maintenance, and troubleshooting of telecommunications systems. This class is further distinguished from the Lead Information Technology Support Technician in that the latter is responsible for technical and functional supervision of assigned IT support staff and is capable of performing the most complex duties assigned to the function, including analytical work.

1. Evaluates, responds to, and resolves requests for computer assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.

2. Diagnoses problems, performs remedial actions to correct problems, and/or recommends and determines solutions.

3. Researches, resolves, and follows-up on user problems; refers more complex problems to specialized or higher-level personnel.

4. Delivers, installs, and/or assists personnel in the installation of personal computers, software, and peripheral components such as monitors, keyboards, printers, disk drivers, switches, hubs, and cabling.

5. Responds to inquiries concerning operating systems and diagnoses system hardware, software, and operator problems; installs, maintains, and upgrades operating systems and software packages across disparate platforms.

6. Tests, clones, loads, and configures specified software packages onto computer; may modify specific applications for use by department; deploys software, settings, scripts, and batch files to workstations remotely.

7. Maintains documentation database as used by the department.

8. Instructs users in software applications usage and basic computer navigation; advises users on best security practices.

9. Creates baseline software sets, adhering to campus standards, for various makes and models of computers.

10. Installs, maintains, and repairs printers, copiers, and scanners, addressing both hardware and software issues.

11. Assists in relocating departments or divisions throughout campus, including the disassembly and reassembly of office technology and workstations.

12. Performs user data migration and recovery due to hardware/software upgrade or disaster.

13. Maintain data communications closets throughout campus, including wiring racks and switches.

14. Creates email boxes for users and departments; troubleshoots email connection, access, security, firewall, and storage issues.

15. Assists students and faculty with self-service portal and web based applications issues.

16. Maintains and documents hardware and software inventory, equipment passwords, software installation settings, and maintains the back-up systems.

17. Maintains the active directory of users by adding, removing, and/or editing users; creates access rights to users and user groups; creates groups and mailing lists.

18. Creates web surveys for academic and administrative departments; collects survey responses and submits raw data and reports to requestors in various formats.

19. Assists in coordinating activities with help desk, network services, or other information technology staff.

20. Trains users on software and hardware usages by providing instruction and documentation.

21. Provides updates, status, and completion information to personnel and/or users via voice mail, e-mail, or in-person communication.

22. Researches and purchases tools, supplies and repair parts from a variety of sources.

23. Recovers computer assets and evaluates/re-purposes viable hardware; decommissions obsolete hardware; collects, strips, and prepares used equipment for salvage, including delivery to warehouse.

24. Creates on-demand wired and wireless network access for various campus entities.

25. Assists lower-level and new staff as required.

26. Participates in group problem solving activities to promote continual business process improvements and initiatives.

27. Learns and applies emerging technologies and, as necessary, to perform duties in an efficient, organized, and timely manner.

28. Performs other related duties as assigned.

Performs other related duties as assigned.

1. Applicable Federal, State, and local laws, rules, and regulations, and District and departmental codes, policies, and procedures.

2. Principles and practices used in the operations, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems.

3. Techniques and methods of computer hardware and software evaluation, implementation, and documentation.

4. Personal computer and network system application software packages.

5. Personal computers and peripherals, as well as, network hardware, including hubs, switches, and cabling.

6. Troubleshooting, configuration, and installation techniques.

7. Computer hardware, software, network technology, and operating system products.

8. Occupational hazards and standard safety procedures.

9. Business letter writing and record keeping principles and procedures.

10. Methods, techniques, and practices of data collection and report writing.

11. Modern office practices, methods, and computer equipment and applications related to the work.

12. English usage, spelling, vocabulary, grammar, and punctuation.

13. Techniques for providing a high level of customer service by effectively dealing with the public, vendors, students, and District staff, including individuals of various ages, disabilities, socio-economic and ethnic groups.

1. Perform a variety of functions in the operation of a variety of computer equipment and peripheral components; troubleshoot related problems and take appropriate action.

2. Identify and resolve hardware and software problems and perform minor repairs.

3. Set up PC and network hardware and install and configure software.

4. Train staff on software applications and hardware usage.

5. Work with and maintain confidential and sensitive information.

6. Prepare clear and concise reports, correspondence, and other written materials.

7. Interpret, explain, and ensure compliance with District policies and procedures, complex laws, codes, regulations, and ordinances.

8. Establish and maintain a variety of filing, record keeping, and tracking systems.

9. Respond to and effectively prioritize multiple phone calls and other requests for service.

10. Make accurate arithmetic and statistical computations.

11. Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.

12. Operate modern office equipment including computer equipment and specialized software applications programs.

13. Use English effectively to communicate in person, over the telephone, and in writing.

14. Understand scope of authority in making independent decisions.

15. Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.

16. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Equivalent to an Associate’s degree from a regionally accredited college in computer science or related field and two (2) years of responsible experience performing technical support and network administration
on personal computers and peripheral equipment, including software administration in a multi-user environment.

Associate’s degree from a regionally accredited college is preferred.

The incumbent may periodically be required to travel to a variety of locations. If operating a vehicle, employees must have the ability to secure and maintain a valid California driver’s license.

Incumbents work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Incumbents may interact with staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle to visit various District sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Incumbents in this classification frequently bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Incumbents must possess the ability to lift, carry, push, and pull materials and objects up to 50, and occasionally heavier weights with the use of proper equipment.

Official offers of employment are made by Mt. San Antonio College Human Resources and are made contingent upon Board approval. It is also required that a final offer of employment will only be made after the candidate has successfully been live-scanned and clearance for employment is authorized by Human Resources. Costs for live-scan services shall be borne by the candidate.

Notice to all prospective employees – The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Administrative Procedure 3518, titled Child Abuse Reporting, as a condition of employment.

As required by the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Mt. San Antonio Community College Annual Security Report is available here: https://www.mtsac.edu/safety/pdf/asr_2018.pdf

The person holding this position is considered a ‘Responsible Employee’ under Title IX of the Educational Amendments Act of 1972 and is required to report to the College’s Title IX Coordinator all relevant details reported to him or her about an incident of alleged sexual misconduct including sexual harassment, sexual assault, dating and domestic violence and stalking.

Please note: A confirmation number will be assigned when your application packet indicates the supplemental questions have been answered and a document has been attached to each required link. Assistance with the online application process is available through Human Resources at 1100 N. Grand Avenue, Walnut, CA 91789-1399. Human Resources: (909) 274-4225. E-mail: employment@mtsac.edu.

DO NOT include photographs or any personal information (e.g. D.O.B, place of birth, etc.) on your application or supporting documents.

TRAVEL POLICY: Costs associated with travel in excess of 150 miles one way from residence for the purpose of an interview will be reimbursed up to a $500 maximum (per position recruitment). Relocation costs will be borne by the successful candidate. Travel reimbursement claims must be submitted no later than 30 days following the interview date.

Foreign Transcripts: Transcripts issued outside the United States require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the filing deadline.

Human Resources at 1100 N. Grand Avenue, Walnut, CA 91789-1399. Human Resources: (909) 274-4225. E-mail: employment@mtsac.edu.

A committee will evaluate applications, taking into account breadth and depth of relevant education, training, experience, skills, knowledge, and abilities. The screening committee reserves the right to limit the number of interviews granted. Meeting the minimum qualifications for a position does not assure the applicant of an interview.

Interviews may include a writing sample, committee presentation, and/or performance test. The start date will be following Board approval and receipt of live scan clearance.

To be guaranteed consideration, it is the applicant’s responsibility to ensure that all required materials are received before the initial screening date and time indicated on the job posting. Incomplete application packets will not be considered. All application materials will become College property, will not be returned, and will not be copied. Please visit our employment website at http://hrjobs.mtsac.edu to complete and submit your application for this position.

Letters of Recommendation
Confidential letters of recommendation are not accepted for this position. All letters of recommendation must be uploaded to the application.

The College is an equal opportunity employer. The policy of the College is to encourage applications from ethnic and racial minorities, women, persons with disabilities, and veterans. No person shall be denied employment because of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (gender), age, sexual orientation, or the perception that a person has one or more of these characteristics.

Mt. San Antonio College employees and the Board of Trustees members shall not engage in any employment or activity that is inconsistent with, incompatible with, or in conflict with Mt. San Antonio College’s Administrative Procedures (AP 2710 Conflict of Interest, AP 2712 Conflict of Interest Codes).

We reserve the right to reopen, re-advertise, delay, or cancel filling this position.