Job Summary The NOC Engineer will execute tools, processes and metrics required to monitor and support our products and infrastructure. Handle events, incidents and escalations in accordance with formal procedures and serve as a primary interface to users, carriers and partner suppliers. Job Description Medline Industries, LP is seeking Engineers Network NOC to join our team in Libertyville, IL. Job Description Use tools, execute processes and track metrics required to monitor and support our products and infrastructure with the single goal of increasing availability. Handle events, incidents and escalations in accordance with formal procedures and serve as a primary interface to users, carriers and partner suppliers. Respond to and evaluate alerts/events in a timely manner. Proactively monitor infrastructure and applications to create and escalate issues when necessary. Perform level 2 and 3 troubleshooting, support and resolution of infrastructure issues. Create and maintain operational dashboards and reports to track and report infrastructure availability and service interruptions. Support the development and improvement of standards related to NOC tools and processes. Participate in quality assurance initiatives, including audits of assets, processes, and monitoring tools. Participate/lead all aspects of Incident resolution for Incidents escalated to the NOC, including leading conference calls and maintaining critical documentation. Coordinate incident resolution with field personnel, engineers, vendors, and management team. Ensure appropriate resources are engaged to resolve incidents according to their prioritization. Participate in timely and appropriate internal and external communication throughout the incident. Be a champion of incident management and event management principles and methods. Recognize and understand important infrastructure and application events. Participate in and recommend updates to the Event Management process. Ensure appropriate resources are engaged to acknowledge, manage and document all events. Demonstrated use of event and data analysis to translate event history into infrastructure configuration and architecture changes. Demonstrate a curiosity around detecting and resolving problems. Implement maintenance schedules for network elements. Coordinate notifications to client(s) with the Service Desk. Report project and operational status to management. Shift: this position will require working 2nd shift, from 2pm to 10pm central time. Telecommuting is permitted, but applicant must work from the worksite location at least 1-2 days per week. No additional national or international travel is anticipated. Job Requirements PRIMARY REQUIREMENTS: Bachelor's degree in information technology, Telecommunication Systems Management, or related filed, or its foreign equivalent, and 2 years of relevant work experience. In addition, experience with the following skills is required: (1) Experience performing IT Service Management processes including incident management and change management; (2) Experience using monitoring tools and processes including SolarWinds, Splunk, and AppDynamics; (3) Experience utilizing knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, and Switches; (4) Experience utilizing knowledge of Advanced Windows System Administration and VMWare Systems; and (5) Experience working in an operations team that providing problem isolation, resolution, analytical and diagnostic. JOB SITE: 1910 Innovation Way, Libertyville, IL 60048 WORK HOURS: Full Time (8am to 5pm, Monday to Friday) PAY RANGE: $108,885.00 to $144,560.00 per year Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. We're dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here . Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
04/01/2026
Full time
Job Summary The NOC Engineer will execute tools, processes and metrics required to monitor and support our products and infrastructure. Handle events, incidents and escalations in accordance with formal procedures and serve as a primary interface to users, carriers and partner suppliers. Job Description Medline Industries, LP is seeking Engineers Network NOC to join our team in Libertyville, IL. Job Description Use tools, execute processes and track metrics required to monitor and support our products and infrastructure with the single goal of increasing availability. Handle events, incidents and escalations in accordance with formal procedures and serve as a primary interface to users, carriers and partner suppliers. Respond to and evaluate alerts/events in a timely manner. Proactively monitor infrastructure and applications to create and escalate issues when necessary. Perform level 2 and 3 troubleshooting, support and resolution of infrastructure issues. Create and maintain operational dashboards and reports to track and report infrastructure availability and service interruptions. Support the development and improvement of standards related to NOC tools and processes. Participate in quality assurance initiatives, including audits of assets, processes, and monitoring tools. Participate/lead all aspects of Incident resolution for Incidents escalated to the NOC, including leading conference calls and maintaining critical documentation. Coordinate incident resolution with field personnel, engineers, vendors, and management team. Ensure appropriate resources are engaged to resolve incidents according to their prioritization. Participate in timely and appropriate internal and external communication throughout the incident. Be a champion of incident management and event management principles and methods. Recognize and understand important infrastructure and application events. Participate in and recommend updates to the Event Management process. Ensure appropriate resources are engaged to acknowledge, manage and document all events. Demonstrated use of event and data analysis to translate event history into infrastructure configuration and architecture changes. Demonstrate a curiosity around detecting and resolving problems. Implement maintenance schedules for network elements. Coordinate notifications to client(s) with the Service Desk. Report project and operational status to management. Shift: this position will require working 2nd shift, from 2pm to 10pm central time. Telecommuting is permitted, but applicant must work from the worksite location at least 1-2 days per week. No additional national or international travel is anticipated. Job Requirements PRIMARY REQUIREMENTS: Bachelor's degree in information technology, Telecommunication Systems Management, or related filed, or its foreign equivalent, and 2 years of relevant work experience. In addition, experience with the following skills is required: (1) Experience performing IT Service Management processes including incident management and change management; (2) Experience using monitoring tools and processes including SolarWinds, Splunk, and AppDynamics; (3) Experience utilizing knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, and Switches; (4) Experience utilizing knowledge of Advanced Windows System Administration and VMWare Systems; and (5) Experience working in an operations team that providing problem isolation, resolution, analytical and diagnostic. JOB SITE: 1910 Innovation Way, Libertyville, IL 60048 WORK HOURS: Full Time (8am to 5pm, Monday to Friday) PAY RANGE: $108,885.00 to $144,560.00 per year Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp. We're dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here . Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Job no: 493143 Work type: Full-Time Staff Location: Arnold/Main Campus Categories: Full-Time Staff Title: Desktop Support Technician Department: Technology Support Services Campus Location: Arnold/Main Campus Salary Range: $49,870-$62,338 Work Mode: This position requires a full-time in-person presence on campus or at alternative locations. Hours Per Week: 40 Work Schedule: Position Type: Full-Time Staff, Non-Exempt Position Summary The Desktop Support Technician (DST) will be responsible for maintaining and troubleshooting the computer systems, desktops, and peripherals of the organization. They will install, diagnose, repair, and upgrade the hardware and equipment to ensure optimal performance. The DST will also provide timely and accurate assistance to end-users, either in person, by phone, or by remote tools. Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars. These pillars create a collaborative, supportive, and inclusive professional culture. Successful candidates will be skilled technologists who value AACC's community and people. They will also be empathetic to the challenges faced by our students, faculty, and staff. Our Characteristics of Excellence are the guiding principles of our Division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity. Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others' time. Job Duties and Responsibilities Provides technical support for various devices, such as computers, laptops, printers, and mobiles. Installs and maintains hardware, software, and peripherals for PCs, MACs, laptops, and tablets Troubleshoots and resolves various technical issues related to devices, networks, applications, and security systems. Provides timely and courteous customer service to end-users via phone, email, chat, or in-person. Documents and updates the status of incidents and requests using the Service Management ticketing system. Participates in projects and provides timely updates on progress, status and issues Provides training and guidance to AACC students and staff on how to use devices, applications, and security systems effectively and securely. Helps in conducting needs assessment and site surveys under the direction of a supervisor or a project manager. Joins in the testing and deployment of new applications and hardware Works with the Technology team to ensure the smooth operation of the college's desktop and audio-visual equipment and services. Provides basic audio-visual support and preventive maintenance for classrooms and conference rooms as needed, following the AV Technology team's procedures. Continuously updates technical skills and knowledge including Web Content Accessibility Guidelines (WCAG). Strives to ensure solutions, systems, and content are secure, accessible, inclusive, and compliant with WCAG and other relevant standards. Provides feedback and recommendations to management on enhancing standards, procedures, and checklists. Guides and trains temporary and work-study employees and resolves escalated problems. Ability to work a flexible schedule, including emergencies and regularly scheduled evenings and weekends in order to accommodate the needs of the College Ability to work at any AACC college location (such as Arnold, GBTC, AMIL, Sr. Center, etc.) in support of college needs. Required Qualifications: Has one of the following qualifications: 1) High school diploma (or equivalent) and related technical certification, 2) High school diploma (or equivalent) and six months of relevant experience, or 3) Associate degree. Can obtain Dell TechDirect certification within first year of employment. Shows proficiency in one or more of the following areas: PC, MAC, Mobile Devices, Printers, Audio Visual Equipment, Windows and MAC operating systems and applications, MS Office/Exchange/Office 365 and network environments. Communicates effectively and courteously, both orally and in writing, with administrators, faculty, staff and the public. Provides clear and concise instructions and guidance and strives to deliver excellent customer service in a timely, cooperative and friendly manner. Handles interactions with tact and professionalism. Demonstrates punctuality and reliability. Preferred Qualifications: Current certification in A+, Network+, Apple/MAC or other related field. Associates degree in Computer Information Systems, Computer Science, Networking/Cyber Security, or related field. Experience using IT Service Management Tools. Demonstrated knowledge in one or more of the following: MECM, JAMF, IT Service Management Tools, Active Directory Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation. While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position. Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensive benefits package. In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility. Advertised: 05 Jan 2026 Eastern Standard Time Applications close: Whatsapp Facebook LinkedIn Email App if (typeof SocialShareKit != 'undefined') SocialShareKit.init( forceInit: true, reinitialize: true, selector: '.social-share-kit .ssk' );
01/14/2026
Full time
Job no: 493143 Work type: Full-Time Staff Location: Arnold/Main Campus Categories: Full-Time Staff Title: Desktop Support Technician Department: Technology Support Services Campus Location: Arnold/Main Campus Salary Range: $49,870-$62,338 Work Mode: This position requires a full-time in-person presence on campus or at alternative locations. Hours Per Week: 40 Work Schedule: Position Type: Full-Time Staff, Non-Exempt Position Summary The Desktop Support Technician (DST) will be responsible for maintaining and troubleshooting the computer systems, desktops, and peripherals of the organization. They will install, diagnose, repair, and upgrade the hardware and equipment to ensure optimal performance. The DST will also provide timely and accurate assistance to end-users, either in person, by phone, or by remote tools. Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars. These pillars create a collaborative, supportive, and inclusive professional culture. Successful candidates will be skilled technologists who value AACC's community and people. They will also be empathetic to the challenges faced by our students, faculty, and staff. Our Characteristics of Excellence are the guiding principles of our Division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity. Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others' time. Job Duties and Responsibilities Provides technical support for various devices, such as computers, laptops, printers, and mobiles. Installs and maintains hardware, software, and peripherals for PCs, MACs, laptops, and tablets Troubleshoots and resolves various technical issues related to devices, networks, applications, and security systems. Provides timely and courteous customer service to end-users via phone, email, chat, or in-person. Documents and updates the status of incidents and requests using the Service Management ticketing system. Participates in projects and provides timely updates on progress, status and issues Provides training and guidance to AACC students and staff on how to use devices, applications, and security systems effectively and securely. Helps in conducting needs assessment and site surveys under the direction of a supervisor or a project manager. Joins in the testing and deployment of new applications and hardware Works with the Technology team to ensure the smooth operation of the college's desktop and audio-visual equipment and services. Provides basic audio-visual support and preventive maintenance for classrooms and conference rooms as needed, following the AV Technology team's procedures. Continuously updates technical skills and knowledge including Web Content Accessibility Guidelines (WCAG). Strives to ensure solutions, systems, and content are secure, accessible, inclusive, and compliant with WCAG and other relevant standards. Provides feedback and recommendations to management on enhancing standards, procedures, and checklists. Guides and trains temporary and work-study employees and resolves escalated problems. Ability to work a flexible schedule, including emergencies and regularly scheduled evenings and weekends in order to accommodate the needs of the College Ability to work at any AACC college location (such as Arnold, GBTC, AMIL, Sr. Center, etc.) in support of college needs. Required Qualifications: Has one of the following qualifications: 1) High school diploma (or equivalent) and related technical certification, 2) High school diploma (or equivalent) and six months of relevant experience, or 3) Associate degree. Can obtain Dell TechDirect certification within first year of employment. Shows proficiency in one or more of the following areas: PC, MAC, Mobile Devices, Printers, Audio Visual Equipment, Windows and MAC operating systems and applications, MS Office/Exchange/Office 365 and network environments. Communicates effectively and courteously, both orally and in writing, with administrators, faculty, staff and the public. Provides clear and concise instructions and guidance and strives to deliver excellent customer service in a timely, cooperative and friendly manner. Handles interactions with tact and professionalism. Demonstrates punctuality and reliability. Preferred Qualifications: Current certification in A+, Network+, Apple/MAC or other related field. Associates degree in Computer Information Systems, Computer Science, Networking/Cyber Security, or related field. Experience using IT Service Management Tools. Demonstrated knowledge in one or more of the following: MECM, JAMF, IT Service Management Tools, Active Directory Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation. While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position. Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensive benefits package. In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility. Advertised: 05 Jan 2026 Eastern Standard Time Applications close: Whatsapp Facebook LinkedIn Email App if (typeof SocialShareKit != 'undefined') SocialShareKit.init( forceInit: true, reinitialize: true, selector: '.social-share-kit .ssk' );
Description SUMMARY Provides customer and technical support for JC employees and students. Under the direction of the Information Technology Customer Experience Director coordinates training, processes, and staffing efforts for Solution Center and Student Employee functions by performing the following duties personally or through other departmental labor resources. Student Consultant Coordinator is responsible for teaching, and coaching staff as the first line of technical support defense by solving first-level issues. Responsible for understanding, supporting and actively demonstrating the College's beliefs, values, mission and vision and being in agreement to be evaluated by same. This position does not hold supervisory authority over professional staff and focuses on facilitating student success and supporting IT service operations. Essential Functions ESSENTIAL DUTIES AND RESPONSIBILITIESincluding the following. Other duties may be assigned.Manages student employees assigned to the Information Technology Student Computer Consultant model. Coordinates student consultants within a variety of projects that strengthen the college.Provides first-level customer support for all Information Technology services. Utilizes call tracking software to create problem descriptions and assign requests appropriately. Serves as first-level technical support contact for faculty, staff and students utilizing Information Technology services. Assists Applications Coordinator with TDX Self-Service/Knowledge base and utilizes Solution Center software to organize client portal requests and identify process improvement needs.Sets own project and work request priorities. Assists in communication with other departments to determine technological needs. Consults with departments to develop system solutions consistent with organizational objectives.Provides direct customer support on the Solution Center phone lines, various instant messaging platforms, the Solution Center email, and through work requests utilizing remote support tools to troubleshoot complex problems with student, staff, and faculty computers. Monitors Solution Center customer satisfaction of services performed by Solution Center personnel/student consultants. Creates a positive impression of the Solution Center and Information Technology. Advocating for student and employee needs that are discovered while providing customer support.Coordinates staffing resources for front desk service, training student employees and co-workers, delegating work requests, developing documentation, and providing technical problem resolution. Coordinates and maintains the flow of the ITSM system as well as the work requests entered into the ITSM system by Solution Center staff ensuring that information is documented accurately and escalated to the correct 2nd level support team when necessary.Coordinate with CEP staff to ensure each campus has dedicated CEP program equipment both onsite and at Jackson College available for immediate deployment and replacement as needs arise.Serve as the Primary liaison to Corrections Education Program (CEP) staff to ensure that all dedicated CEP Jackson College IT equipment is functioning properly and coordinate with CEP staff and courier to collect and deliver all defective and replacement equipment. Develops software certification programs to educate the Consultants about technical and interpersonal problem-solving skills. Maintains Solution Center customer satisfaction by delivering quality customer support and understanding of customer needs. Creates and maintains a positive impression of the Solution Center.Utilizes the Solution Center software to collect and organize work request descriptions and resolutions created by the IT Students Consultants and shares reports with the Customer Experience Team.Assists the Information Technology Customer Experience Director with applicable and appropriate budgetary line items as requested.Monitors and escalates tickets to facilitate meeting service level expectations." SUPERVISORY RESPONSIBILITIES Trains, coordinates, and deploys student consultants while building an effective student work environment that meets the complex needs of the Information Technology Department, the student consultant, and the Institution. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Develops detailed standards & guidelines for daily operations and periodically makes technology and people management related improvements. Does not have hiring, disciplinary, or evaluative authority over professional employees. CONTACTS AND PURPOSE OF CONTACTS Internal:Frequent contacts with personnel, within and outside of the department, regarding topics pertaining to the daily operations of the Solution Center and TDX Self-Service development. Minimum Qualifications QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge of: MinimumWorking knowledge of Microsoft Office Experience within IT Help Desk EnvironmentsDemonstrated Team Leadership Experience PreferredHelpdesk software (current apps and versions)Room resource scheduling software (current apps and versions)Basic Canvas skillsComputer lab management techniques Skills and Abilities to: MinimumBe customer service oriented, self-motivated, and work under tight timelines with minimal supervisionManage multiple competing-priority projects by using time management techniques Participate in and/or lead successful technology projects and deployments involving testing, technical support, communication, training, scheduling, and implementation efforts Follow established guidelines which require occasional modifications in procedures Support a diverse population of users Provide excellent organizational, communication, and interpersonal skillsBe a strong leader and mentor to a wide variety of student employeesProvide conflict resolution and aid in coaching team members to be successful as students and employeesWork with confidential records and electronic files related to the position Education and Experience: MinimumAssociates Degree (in Education, Business Administration, Information Systems, or related field preferred)Two years of related experience PreferredBachelor's degree Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to effectively present information orally. Mathematical Skills Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability Ability to work in teams or independently as the situation arises. Creative thinking is a must. Ability to handle change and multiple projects in a high volume, fast paced environment. Follow a project through from beginning to end. LICENSURE, CERTIFICATION, REGISTRATION OR OTHER REQUIREMENTS Must have a valid driver's license or state ID PHYSICAL DEMANDS The physical demands described here 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 functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires that the employee is occasionally needed to work a flexible schedule to include some weekend and evening work. The work schedule is determined by coordinating/weighing the available technical and labor resources against prioritized work requests and pre-planned special events. Work may be required during scheduled technology implementations and unscheduled system failures. "This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required and shall not be construed as declaring the specific duties and responsibilities. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his or her supervision . click apply for full job details
01/14/2026
Full time
Description SUMMARY Provides customer and technical support for JC employees and students. Under the direction of the Information Technology Customer Experience Director coordinates training, processes, and staffing efforts for Solution Center and Student Employee functions by performing the following duties personally or through other departmental labor resources. Student Consultant Coordinator is responsible for teaching, and coaching staff as the first line of technical support defense by solving first-level issues. Responsible for understanding, supporting and actively demonstrating the College's beliefs, values, mission and vision and being in agreement to be evaluated by same. This position does not hold supervisory authority over professional staff and focuses on facilitating student success and supporting IT service operations. Essential Functions ESSENTIAL DUTIES AND RESPONSIBILITIESincluding the following. Other duties may be assigned.Manages student employees assigned to the Information Technology Student Computer Consultant model. Coordinates student consultants within a variety of projects that strengthen the college.Provides first-level customer support for all Information Technology services. Utilizes call tracking software to create problem descriptions and assign requests appropriately. Serves as first-level technical support contact for faculty, staff and students utilizing Information Technology services. Assists Applications Coordinator with TDX Self-Service/Knowledge base and utilizes Solution Center software to organize client portal requests and identify process improvement needs.Sets own project and work request priorities. Assists in communication with other departments to determine technological needs. Consults with departments to develop system solutions consistent with organizational objectives.Provides direct customer support on the Solution Center phone lines, various instant messaging platforms, the Solution Center email, and through work requests utilizing remote support tools to troubleshoot complex problems with student, staff, and faculty computers. Monitors Solution Center customer satisfaction of services performed by Solution Center personnel/student consultants. Creates a positive impression of the Solution Center and Information Technology. Advocating for student and employee needs that are discovered while providing customer support.Coordinates staffing resources for front desk service, training student employees and co-workers, delegating work requests, developing documentation, and providing technical problem resolution. Coordinates and maintains the flow of the ITSM system as well as the work requests entered into the ITSM system by Solution Center staff ensuring that information is documented accurately and escalated to the correct 2nd level support team when necessary.Coordinate with CEP staff to ensure each campus has dedicated CEP program equipment both onsite and at Jackson College available for immediate deployment and replacement as needs arise.Serve as the Primary liaison to Corrections Education Program (CEP) staff to ensure that all dedicated CEP Jackson College IT equipment is functioning properly and coordinate with CEP staff and courier to collect and deliver all defective and replacement equipment. Develops software certification programs to educate the Consultants about technical and interpersonal problem-solving skills. Maintains Solution Center customer satisfaction by delivering quality customer support and understanding of customer needs. Creates and maintains a positive impression of the Solution Center.Utilizes the Solution Center software to collect and organize work request descriptions and resolutions created by the IT Students Consultants and shares reports with the Customer Experience Team.Assists the Information Technology Customer Experience Director with applicable and appropriate budgetary line items as requested.Monitors and escalates tickets to facilitate meeting service level expectations." SUPERVISORY RESPONSIBILITIES Trains, coordinates, and deploys student consultants while building an effective student work environment that meets the complex needs of the Information Technology Department, the student consultant, and the Institution. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Develops detailed standards & guidelines for daily operations and periodically makes technology and people management related improvements. Does not have hiring, disciplinary, or evaluative authority over professional employees. CONTACTS AND PURPOSE OF CONTACTS Internal:Frequent contacts with personnel, within and outside of the department, regarding topics pertaining to the daily operations of the Solution Center and TDX Self-Service development. Minimum Qualifications QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge of: MinimumWorking knowledge of Microsoft Office Experience within IT Help Desk EnvironmentsDemonstrated Team Leadership Experience PreferredHelpdesk software (current apps and versions)Room resource scheduling software (current apps and versions)Basic Canvas skillsComputer lab management techniques Skills and Abilities to: MinimumBe customer service oriented, self-motivated, and work under tight timelines with minimal supervisionManage multiple competing-priority projects by using time management techniques Participate in and/or lead successful technology projects and deployments involving testing, technical support, communication, training, scheduling, and implementation efforts Follow established guidelines which require occasional modifications in procedures Support a diverse population of users Provide excellent organizational, communication, and interpersonal skillsBe a strong leader and mentor to a wide variety of student employeesProvide conflict resolution and aid in coaching team members to be successful as students and employeesWork with confidential records and electronic files related to the position Education and Experience: MinimumAssociates Degree (in Education, Business Administration, Information Systems, or related field preferred)Two years of related experience PreferredBachelor's degree Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to effectively present information orally. Mathematical Skills Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability Ability to work in teams or independently as the situation arises. Creative thinking is a must. Ability to handle change and multiple projects in a high volume, fast paced environment. Follow a project through from beginning to end. LICENSURE, CERTIFICATION, REGISTRATION OR OTHER REQUIREMENTS Must have a valid driver's license or state ID PHYSICAL DEMANDS The physical demands described here 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 functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires that the employee is occasionally needed to work a flexible schedule to include some weekend and evening work. The work schedule is determined by coordinating/weighing the available technical and labor resources against prioritized work requests and pre-planned special events. Work may be required during scheduled technology implementations and unscheduled system failures. "This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required and shall not be construed as declaring the specific duties and responsibilities. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his or her supervision . click apply for full job details
HELP DESK TECHNICIAN San Jose/Evergreen Community College District Close/First Review Date: 11/09/2025 Work Location: District Office Position Description: POSITION SUMMARY The Help Desk Technician reports to the Supervisor of Help Desk and Reprographics at the District Office. The work schedule is 12 months per year; 40 hours per week; Monday - Friday; 8:00 a.m. - 5:00 p.m. This position is represented by CSEA (California School Employees Association), Chapter 363. POSITION PURPOSE Under the direction of the Help Desk and Reprographics Supervisor or assigned administrator, perform a variety of technical and skilled tasks in the Help Desk operation; respond to and assist in the diagnosis of problems through interactions with users including problem recognition, research, documentation, troubleshooting and resolution of problems. DISTINGUISHING CHARACTERISTICS This position provides support for all standardized Information Technology products and services used at the District-wide locations and tracks all support requests. The Help Desk provides first level technology support for students, faculty, staff and administrators and communicates major IT outages and incidences according to management standards. The Help Desk Technician communicates with users to determine the source of the problem, troubleshoot and provide appropriate solutions. DUTIES AND RESPONSIBILITIES 1. Provide first level technology support for users and assist with problem resolution in technical areas such as computers, printers, video, software, audio-visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc. 2. Respond to user questions and inquiries in a timely manner through telephone, e-mail, text, social media, oral and written forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities. 3. Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware. 4. Follow up with users to ensure the reported problems are fully resolved. 5. Use the Help Desk tracking software to log, assign, and track all support tickets. 6. Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner. 7. Ensure assigned backup tapes are rotated according to the schedule and process. 8. Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed. 9. Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable. 10. Monitor and manage the Help Desk voicemail, email, social media and other forms of communication. 11. Research and recommend new products or procedures. Help identify and implement innovative solutions for users. 12. Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services. 13. Perform related duties as assigned. KNOWLEDGE, SKILLS AND ABILITIES Knowledge of: 1. Principles of technical troubleshooting and problem solving. 2. Principles of networking and computer functionality. 3. Computer hardware systems, printers, software applications such as Microsoft used in college operations. 4. Working knowledge of help desk software, databases and control of remote computers. 5. Principles of training, support, and services to end-users. 6. Principles of customer service. 7. Principles of providing guidance to others. Skills and Ability to: 1. Operate computer systems and related peripheral equipment. 2. Communicate clearly and concisely both orally and in writing. 3. Respond to inquiries in a courteous, tactful manner. 4. Establish and maintain cooperative and effective working relationships with others. 5. Work together in a team environment. 6. Multitask, prioritize and meet task timelines. 7. Work with attention to detail and independently with minimum supervision. Required Qualifications: EDUCATION AND EXPERIENCE 1. Associate's degree in Computer Science or related field. 2. Two years of experience increasingly responsible experience performing help desk operation function or related activities. Desired Qualifications: DESIRED QUALIFICATIONS 1. Bachelor's degree from an accredited college or university in Computer Science, Computer Information Systems, or a closely related technical field. 2. Possession of industry-recognized certifications such as CompTIA A+, Microsoft Certified Professional (MCP), and/or other network-specific credentials. 3. Demonstrated proficiency with strong keyboarding skills and high typing speed. 4. Prior experience in a Help Desk or Call Center environment, specifically supporting ERP systems, Web UI platforms, and/or self-service applications. 5. Bilingual proficiency is considered a strong asset (desirable). District's Diversity RequirementsDemonstrated sensitivity, knowledge and understanding of the diverse academic, socioeconomic, gender identity, sexual orientation, cultural, disability, and ethnic background of groups historically underrepresented, and groups who may have experienced discrimination.Success integrating diversity as appropriate into the major duties outlined in the job description and in the duties listed in the District's hiring policy; or demonstrated equivalent transferable skills to do so. Salary Range: $81,791 - $99,812 Annual Salary (Range 95: Classified Salary Schedule Fiscal Year ). Starting placement is generally at Step 1. Benefits: In addition to the salary, this position qualifies for the choice of one of the District's excellent Health Benefits and Welfare plans, which the premium cost is 100% paid by the District for the employee and their eligible dependents, and one health plan costing an estimated $60,000 for the District for fiscal year . We offer two medical plans (Anthem Blue Cross PPO and Kaiser Permanente (HMO ); dental (Delta Dental PPO); vision (VSP Choice); life insurance for the employee (The Hartford); life insurance for eligible dependents (The Hartford); a long term disability/income protection plan (The Hartford); and an employee assistance plan (Anthem EAP). In addition, the District contributes an additional 26.81% of the employee's salary towards an eligible employee's pension (CalPERS). Employees may also elect to participate in optional plans including purchasing additional life insurance for themselves and their eligible dependent(s); enroll in a medical, transportation, and/or dependent care Flexible Spending Account(s) (with the $4 monthly administrative fee paid by the District); and set pre-taxed dollars aside to supplement their pension in a 403b (tax shelter annuity) and/or a 457 (deferred compensation) plan(s). Classified employees also earn 10 to 22 days per year of vacation (based on years of service), and up to 12 sick leave days (pro-rated for less than full-time positions). There are currently 20 paid holidays. To be considered for this position please visit our web site and apply on line at the following link: About San Jose/Evergreen Community College District The District is represented by dedicated and talented employees who are passionate about providing our student population with the best educational experience possible. The District recognizes that cultural diversity in the academic environment promotes academic excellence; fosters cultural, racial and human understanding; provides positive roles models for all students, and creates an inclusive and supportive educational and work environment for its employees, students, and the community it serves. As of fall 2017, with enrollment of approximately 18,500 per semester, and an extremely diverse student population (Hispanic/Latino 44%, Black/African-American 4%, Asian/Pacific Islander 32%, American Indian/Native American 0.5%, White/Caucasian 11%) attaining educational goals reflecting 45% - AA Degree and Transfer to a 4-Year College/ University, the District's emphasis on student success makes it a recognized educational leader in the State. The District encourages a diverse pool of applicants to serve as colleagues to an existing diverse group of managers, supervisors and confidential staff consisting of 29 % Hispanic/Latino, 13% Asian/Pacific Islander, 7% Black/African American, 23% White/Caucasian, and as well as encouraging applications from all qualified, outstanding applicants. Copyright 2025 Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-9114aa1ffbe66e4ab5c7a48a5e8b5624
01/14/2026
Full time
HELP DESK TECHNICIAN San Jose/Evergreen Community College District Close/First Review Date: 11/09/2025 Work Location: District Office Position Description: POSITION SUMMARY The Help Desk Technician reports to the Supervisor of Help Desk and Reprographics at the District Office. The work schedule is 12 months per year; 40 hours per week; Monday - Friday; 8:00 a.m. - 5:00 p.m. This position is represented by CSEA (California School Employees Association), Chapter 363. POSITION PURPOSE Under the direction of the Help Desk and Reprographics Supervisor or assigned administrator, perform a variety of technical and skilled tasks in the Help Desk operation; respond to and assist in the diagnosis of problems through interactions with users including problem recognition, research, documentation, troubleshooting and resolution of problems. DISTINGUISHING CHARACTERISTICS This position provides support for all standardized Information Technology products and services used at the District-wide locations and tracks all support requests. The Help Desk provides first level technology support for students, faculty, staff and administrators and communicates major IT outages and incidences according to management standards. The Help Desk Technician communicates with users to determine the source of the problem, troubleshoot and provide appropriate solutions. DUTIES AND RESPONSIBILITIES 1. Provide first level technology support for users and assist with problem resolution in technical areas such as computers, printers, video, software, audio-visual, WebAdvisor, ERP system, phones, network access, wireless, mobile devices, password resets, online courses, security, cloud services, etc. 2. Respond to user questions and inquiries in a timely manner through telephone, e-mail, text, social media, oral and written forms of communication, demonstration, remote access to computer, and devices to assist users with disabilities. 3. Assist users in resolving routine technical problems and answer routine technical questions related to the District software and hardware. 4. Follow up with users to ensure the reported problems are fully resolved. 5. Use the Help Desk tracking software to log, assign, and track all support tickets. 6. Monitor the tracking software to ensure that open tickets assigned to Help Desk Technicians are resolved and closed in a timely manner. 7. Ensure assigned backup tapes are rotated according to the schedule and process. 8. Maintain the tracking database to ensure data is accurately entered. Prepare reports for management as scheduled or as needed. 9. Escalate user requests to a 2nd or 3rd level support when necessary. Notify IT management when a critical system wide resource becomes unavailable. 10. Monitor and manage the Help Desk voicemail, email, social media and other forms of communication. 11. Research and recommend new products or procedures. Help identify and implement innovative solutions for users. 12. Keep abreast of current trend on Help Desk operations. Attend necessary training for related standardized IT products and services. 13. Perform related duties as assigned. KNOWLEDGE, SKILLS AND ABILITIES Knowledge of: 1. Principles of technical troubleshooting and problem solving. 2. Principles of networking and computer functionality. 3. Computer hardware systems, printers, software applications such as Microsoft used in college operations. 4. Working knowledge of help desk software, databases and control of remote computers. 5. Principles of training, support, and services to end-users. 6. Principles of customer service. 7. Principles of providing guidance to others. Skills and Ability to: 1. Operate computer systems and related peripheral equipment. 2. Communicate clearly and concisely both orally and in writing. 3. Respond to inquiries in a courteous, tactful manner. 4. Establish and maintain cooperative and effective working relationships with others. 5. Work together in a team environment. 6. Multitask, prioritize and meet task timelines. 7. Work with attention to detail and independently with minimum supervision. Required Qualifications: EDUCATION AND EXPERIENCE 1. Associate's degree in Computer Science or related field. 2. Two years of experience increasingly responsible experience performing help desk operation function or related activities. Desired Qualifications: DESIRED QUALIFICATIONS 1. Bachelor's degree from an accredited college or university in Computer Science, Computer Information Systems, or a closely related technical field. 2. Possession of industry-recognized certifications such as CompTIA A+, Microsoft Certified Professional (MCP), and/or other network-specific credentials. 3. Demonstrated proficiency with strong keyboarding skills and high typing speed. 4. Prior experience in a Help Desk or Call Center environment, specifically supporting ERP systems, Web UI platforms, and/or self-service applications. 5. Bilingual proficiency is considered a strong asset (desirable). District's Diversity RequirementsDemonstrated sensitivity, knowledge and understanding of the diverse academic, socioeconomic, gender identity, sexual orientation, cultural, disability, and ethnic background of groups historically underrepresented, and groups who may have experienced discrimination.Success integrating diversity as appropriate into the major duties outlined in the job description and in the duties listed in the District's hiring policy; or demonstrated equivalent transferable skills to do so. Salary Range: $81,791 - $99,812 Annual Salary (Range 95: Classified Salary Schedule Fiscal Year ). Starting placement is generally at Step 1. Benefits: In addition to the salary, this position qualifies for the choice of one of the District's excellent Health Benefits and Welfare plans, which the premium cost is 100% paid by the District for the employee and their eligible dependents, and one health plan costing an estimated $60,000 for the District for fiscal year . We offer two medical plans (Anthem Blue Cross PPO and Kaiser Permanente (HMO ); dental (Delta Dental PPO); vision (VSP Choice); life insurance for the employee (The Hartford); life insurance for eligible dependents (The Hartford); a long term disability/income protection plan (The Hartford); and an employee assistance plan (Anthem EAP). In addition, the District contributes an additional 26.81% of the employee's salary towards an eligible employee's pension (CalPERS). Employees may also elect to participate in optional plans including purchasing additional life insurance for themselves and their eligible dependent(s); enroll in a medical, transportation, and/or dependent care Flexible Spending Account(s) (with the $4 monthly administrative fee paid by the District); and set pre-taxed dollars aside to supplement their pension in a 403b (tax shelter annuity) and/or a 457 (deferred compensation) plan(s). Classified employees also earn 10 to 22 days per year of vacation (based on years of service), and up to 12 sick leave days (pro-rated for less than full-time positions). There are currently 20 paid holidays. To be considered for this position please visit our web site and apply on line at the following link: About San Jose/Evergreen Community College District The District is represented by dedicated and talented employees who are passionate about providing our student population with the best educational experience possible. The District recognizes that cultural diversity in the academic environment promotes academic excellence; fosters cultural, racial and human understanding; provides positive roles models for all students, and creates an inclusive and supportive educational and work environment for its employees, students, and the community it serves. As of fall 2017, with enrollment of approximately 18,500 per semester, and an extremely diverse student population (Hispanic/Latino 44%, Black/African-American 4%, Asian/Pacific Islander 32%, American Indian/Native American 0.5%, White/Caucasian 11%) attaining educational goals reflecting 45% - AA Degree and Transfer to a 4-Year College/ University, the District's emphasis on student success makes it a recognized educational leader in the State. The District encourages a diverse pool of applicants to serve as colleagues to an existing diverse group of managers, supervisors and confidential staff consisting of 29 % Hispanic/Latino, 13% Asian/Pacific Islander, 7% Black/African American, 23% White/Caucasian, and as well as encouraging applications from all qualified, outstanding applicants. Copyright 2025 Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-9114aa1ffbe66e4ab5c7a48a5e8b5624