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Information Technology Technician II

Val Verde Unified, CA
Job Level
Entry-level position
Post Date
07/17/2018
Job Category
Technician
Sector
  • Technology
  • Information Technology
Job Status
Areas of Responsibility
  • Information Technology
  • Network / Systems
  • Support / Help desk
Link to Job Posting
Job Posting

DEFINITION

Under direction of the Director of Information Technology or designee - responsible for providing technology support for help desk calls and tickets. Duties include entering calls into tracking system, prioritizing, evaluating and resolving calls; escalating calls/tickets as required, follow-up with customers; keeping abreast of District hardware and software technology; fixing and installing computers.

EXAMPLES OF DUTIES

  • Provide technology support for help desk calls and tickets.

  • Determine whether hardware and/or software issue and resolve calls immediately with staff when possible.

  • Analyze, evaluate and prioritize each call to determine appropriate response and referral; determine if on-site assistance by Information Technology staff or vendor is appropriate.

  • Assign each call or ticket based on service level.

  • Communicate with users regarding problem status, system status, production schedules and timelines and changes to procedures.

  • Work in the field and repair shop - installing or repairing computers, troubleshooting and fixing computer related issues.

  • Coordinate computer warranty issues with third-party vendors, notify vendors of necessary repairs/parts and maintain accurate records of requests.

  • Process transfer of expenditures on non-warranty parts for computer repairs.

  • Maintain knowledge of system software and hardware features and procedures and their application by the user.

  • Tests solutions to ensure problems are corrected; assist in the identification, change, and enhancement of system software and system procedures and test all changes prior to release to users.

  • May visit sites to provide training and to observe effectiveness of existing systems and procedures.

  • Perform other related duties as assigned and required within the classification. 

EMPLOYMENT STANDARDS

KNOWLEDGE AND ABILITIES

Ability to:

  • Perform advanced computer troubleshooting, analysis, critical thinking and problem solving.

  • Learn multiple programs and systems; use and apply accordingly.

  • Manage multiple tasks with frequent interruptions, occasionally in urgent situations.

  • Manage multiple priorities.

  • Communicate, interact and work effectively and cooperatively with people.

  • Display good written/oral communication skills.

  • Work independently and efficiently, prioritize tasks and exercise good judgment.

EDUCATION AND EXPERIENCE

Education and Experience:

  • High school diploma or equivalent.

  • A+ Certification or a Microsoft Operating Systems Certification or successful completion of at least 15 units of college level computer science related courses.

  • Minimum of 4 years’ experience utilizing a variety of computer hardware, software and networking.

  • Help desk experience is preferred.

EMPLOYMENT STATUS

Classified Position 

Minimum Qualifications:

  • High school diploma or equivalent.

  • A+ Certification or a Microsoft Operating Systems Certification or successful completion of at least 15 units of college level computer science related courses.

  • Minimum of 4 years’ experience utilizing a variety of computer hardware, software and networking.

  • Help desk experience is preferred. 

 

How to Apply:

At this time, Human Resources does not accept paper, emailed or faxed applications for this recruitment. All applications must be submitted no later than 4:00 p.m. on the application deadline. Please visit our website at www.valverde.edu and click on “Employment Opportunities” for additional postings and applications.