Help Desk Technician – HigherEdJobs

March 19, 2024

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Job Description

Help Desk Technician

Salary: $4,267.00 – $5,398.00 Monthly
Job Type: Full Time
Closing: 4/1/2024 12:00 PM Pacific
Location: Merced College, CA

Range 21
40 hours/week
12 months/year
This is a categorically funded assignment
contingent upon year-to-year funding

Interview dates to be determined

Merced College is a midsized community
college located in California’s Central Valley. Incorporated in 1889, Merced offers historical sites, affordable housing, and access to the
Bay Area and Sacramento, and is the Gateway to Yosemite National Park and the Sierra mountains as well as home to the University of
California Merced campus. Our tree-shaded growing community of just over 80,000 includes multiple biking and walking trails as well as
access to several lakes – large and small – throughout the county. The college is currently in a time of exciting innovation.

As a
Helpdesk Technician, you will work in a fast-paced, diverse environment where we aspire to provide excellent customer and technical service
to our staff and students. This position will serve in a role supporting the new Connecting Minority Communities (CMC) Federal Grant. The
CMC Grant is a nearly three-million-dollar grant designed to increase
connectivity and digital literacy throughout our local community.
The goal is to increase opportunities for families and connect them to education with a focus on computer technology and information
systems. This grant will serve as a vital pilot program to connect minority communities, local businesses, and Merced College. As the first
line of support, candidates in this role will be required to communicate with various individuals/groups via email, phone, and walk-ins,
provide first-level support, and escalate to other ITS team members when required. If you enjoy working in both a technical and a
customer-oriented field, please consider joining our family.

Merced College Mission
At Merced College,
students are our focus, and we are known by their success. We transform lives through education and workforce development.

Merced College Vision
Enriching our community through educational experiences and support

  • Degree/Certificate Programs
  • Transfer
  • Career Technical Education
  • Workforce Training
  • Lifelong
  • Basic Skills
  • Community Engagement

Merced College promotes student success through equitable access,
continuous quality improvement, and institutional effectiveness, all with a focus on student achievement.


Under general direction, the Helpdesk Technician provides support services to the user community of
District-supported computer systems, software, and hardware. Incumbents assist with problem identification and resolution by assisting
end-users as the first level of support, or they determine escalation priority to the appropriate Information Technology Services

Examples of Duties

Essential Functions:

  • Monitor, acknowledge and
    document Help Desk related phone calls, emails, and user-generated requests to ensure technical issues are identified and routed
  • Communicate with ITS support staff regarding technical issues or requests and provide necessary
  • Assist in utilizing and maintaining the Help Desk Database as well as data entry into various database and electronic
  • Provide minor troubleshooting of hardware and network related issues, as well as, assist in basic software installation,
    configuration, troubleshooting. Assist users in identifying and resolving problems
  • Attend and participate in district-wide,
    departmental meetings and committees to discuss technology-related issues and gather/convey information
  • Advise users on the
    effective use of software to meet their department needs
  • Assist with training documentation
  • Assist with tracking and
    maintaining technical libraries
  • Develop knowledge and technical skills continuously to keep up with technology
  • Other related
    duties as assigned

Knowledge of:

  • Computer and network terminology
  • Operational
    characteristics of computer equipment and peripheral equipment
  • Operational characteristics of computer operating
  • Operational characteristics of computer software applications such as word processors, spreadsheet applications, database
    applications, presentation applications, web applications, and various educational applications
  • Methods and techniques used in the
    installation and troubleshooting of software applications on computers in a network environment


  • Communicate clearly and concisely, both orally and in writing
  • Solve practical problems using analytical and
    research skills
  • Provide support and respond to requests and inquiries from users regarding computer equipment, software
    applications, and resource scheduling
  • Establish and maintain effective working relationships with those contacted in the course of
  • Operate computers and peripheral equipment, diagnose technical issues, query databases, technical manuals and utilize web
    resources as needed
  • Promote and incorporate culturally affirming DEIA and anti-racist principles to nurture and create a respectful,
    inclusive, and equitable learning and work environment. In conducting their duties, staff members shall respect and acknowledge the
    diversity of students and colleagues.

Typical Qualifications



  • Associate’s degree
  • High School diploma
    OR GED AND three (3) years applicable experience
  • the equivalent education
    and experience.
  • Sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity,
    sexual orientation, and ethnic backgrounds of community college students


The conditions herein are representative of those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job

Work is performed primarily in an office environment with some travel to
different sites; incumbents may be required to work extended hours, including evenings and weekends.


  • Ability to work at a desk, conference table or in meetings of various
  • Ability to hear and understand speech at normal levels
  • Ability to communicate so others will be able to
    clearly understand normal conversation
  • Ability to read printed matter and computer screens
  • Ability to stand or sit for
    prolonged periods of time
  • Ability to bend and twist, stoop, kneel, crawl, push, pull
  • Ability to lift, carry, push, and/or
    pull moderate to heavy amounts of weight
  • Ability to operate office equipment requiring repetitive hand movement and fine
    coordination including use of a computer keyboard
  • Ability to reach in all directions


See in the normal visual range with or without correction.

Hear in the normal audio
range with or without correction

Supplemental Information

How to Apply:

  1. Submit a
    complete application by the closing date/time on the Merced College career pages at

Required Documentation:

  1. Letter of interest addressing your qualifications for the position (cover letter)
  2. Resume
  3. List of three professional
    references (no reference letters permitted)
  4. Legible unofficial college transcripts (undergraduate and graduate); transcripts
    must include the degree major and date the institution granted the degree
    ; official copies are not required unless applicant is

If Applicable:

  1. Foreign transcripts must include a U.S. evaluation and
    translation completed by an approved organization per the State of California Commission on Teacher Credentialing

Only the required documentation as listed above will be
accepted for this recruitment. Any additional documentation will be removed from your application profile.

Interview Information:
Those applicants deemed highly qualified for the position will be invited to appear for
oral interviews before a screening committee. A limited number of candidates will be invited to interviews. Interviews will be scheduled on

Employee Benefits:

Health benefits for the employee and all their eligible dependents cost
employee’s only $12 per month and provide access to PPO medical coverage, PPO dental coverage, VSP Vision coverage, and more! Please visit
our Merced College Benefits Website for more details about our incredible employee benefits. In addition, sick leave and
retirement benefits are also provided.

Condition of Employment:

The selected candidate must be
fingerprinted and tested for tuberculosis at his/her own expense prior to the start of employment. In compliance with the Immigration Reform
Act of 1986, all new employees are required to verify their identity and the right to work in the United States. Merced College does not
sponsor visas. All offers of employment are subject to approval by the Board of Trustees. The applicant must be able to perform the
essential functions of the position with or without reasonable accommodations.

Individuals with disabilities may request any
needed accommodation to participate in the application process. Please submit your request with your application to the Human Resources

Merced Community College District is an Equal Opportunity Employer

To apply, visit
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An Equal Opportunity Employer actively seeking applications from racial/ethnic minorities, women and persons with disabilities.

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