CLASS SUMMARY
Under general direction, manages and coordinates technology support services for multiplatform college end user computing, academic programs, classrooms, instructional labs and office locations; provides support to staff, faculty and administration; supervises Technical Specialist and other support staff; manages the planning, analysis, design, modification, testing, implementation, and operation of end user and instructional computing technology applications, hardware and systems; assumes and performs related duties and responsibilities as required.
REPRESENTATIVE DUTIES
Ensures staff provides thorough and efficient IT support for campus academic and end user computing technologies via phone, email, remotely or in person; assigns, trains, evaluates and supervises staff; schedules and assures the maintenance and support of multiplatform desktop and mobile computers, printers, tablets, software, instructional servers and equipment to maintain proper operation; organizes work schedules to meet project timelines; ensures documentation is regularly updated, including timely and thorough notes in ITS helpdesk tickets; tracks requests, incidents, issue resolution and trends; drives operational excellence and standards; performs first and second level support for district Infrastructure and Enterprise Applications and partners with district ITS teams for delivery of third level support; ensures that proper escalation paths are followed by staff that are in line with documented procedures; maintains accurate hardware inventory to help guide computer replacement plan; coordinates with ITS Helpdesk team to ensure timely incident resolution and appropriate work allocation; collaborates with Media Systems staff to provide IT support to audio visual systems; works with faculty and administration to define projects and establish priorities; analyzes the impact of academic and administrative policy and procedures changes on instructional and end user computing technology; researches application of new technology for academic programs; works in partnership with ITS management to develop and enforce department standard operating procedures; ensures an outstanding level of customer service and high quality technical knowledge; assists in preparing instructional and end user computing technology operating plans; manages projects to meet budget and schedule objectives.
ORGANIZATIONAL RELATIONSHIPS
This position reports to the Assistant Vice Chancellor of Information Technology Services.
Training and Experience
Bachelor’s degree in computer technology or equivalent and 5 years of experience in a supervisory capacity in a technology services environment or equivalent leadership experience and 5 years of experience providing end user support in an IT Help Desk or Service Desk environment.
Knowledge and Abilities
Knowledge of end user and instructional computing technology planning, analysis, design, modification, testing, implementation, and operation. Understanding of server and desktop technology, automated software distribution and deployment of large-scale desktop image rollouts; information technology security standards and requirements, trends and tools; multimedia, audio visual and data communications concepts, methods, and techniques; systems administrator basic foundational knowledge. Ability to manage a technical team that supports desktop and mobile computers, printers, tablets, software, servers, printers and copiers; use and administer a help desk ticketing system; develop and implement standard operating procedures and resolve large scale technical issues related to hardware and software. Ability to: provide excellent customer service; plan, organize and execute projects; prioritize and distribute a high volume of work assignments, and optimize use and skills of staff; support an environment of 2000+ devices; stay current on cutting edge computer hardware and software as well as identifying, researching, evaluating, and implementing new end user and instructional computing technology; establish and maintain effective working relationships with staff, faculty, administration, peers clients and vendors. Ability to explain technical concepts to non-technical users; determine the root cause of issues and take corrective actions to prevent recurrence; analyze and recommend process improvements. Demonstrated competence in interpreting hardware and software documentation, as well as skillful, accurate, and articulate preparation of reports and data. Exhibit proficiency in clear and concise verbal and written communication.
Physical Requirements: Ability to use a computer workstation throughout the workday.
EEO STATEMENT
The Rancho Santiago Community College District (RSCCD) is an equal employment opportunity employer and prohibits discrimination and harassment based on ethnic group identification, national origin, religion, age, sex, race, color, ancestry, sexual orientation, physical or mental disability, gender identity, medical condition (cancer-related or genetic characteristics), marital status, citizenship, or service in the uniformed services, or on the basis of these perceived characteristics or based on association with a person or group with one or more of these actual or perceived characteristics.
SELECTION CRITERIA
Application Screening
In addition to the requirements and responsibilities listed, the following criteria will be considered in selecting candidates for interviews:
- Education experience (breadth and depth)
- Work experience (breadth and depth)
- Demonstrated leadership capabilities
- Program development
- Community involvement
- Demonstrated experience in working with a diverse socio-economic community
- Demonstrated ability to work cooperatively with others
Based upon the information presented on the application materials, a limited number of candidates with qualifications most pertinent to the position will be invited to participate in the selection process, which may include a written test and an oral interview.
Meeting the minimum requirements of the position does not guarantee advancement in the selection process. Candidate qualifications will be assessed to determine those who meet and exceed requirements and are deemed most competitive amongst the applicant pool to proceed.
Interview
Applicants selected for an interview may be required to take additional tests or assessments and will be notified of such prior to the date of the interview. During the oral session, those selected for interviews will, in addition to the above, also be evaluated on the following factors:
- Oral communication skills
- Presentation
- Problem solving skills
- Successful teaching, problem solving or performance demonstration
- Writing skills/demonstration
A predetermined set of questions will be asked of all applicants interviewed. Applicants are requested to provide thorough yet concise information on their related experience to ensure the correct evaluation of their qualifications. Evaluation criteria will be applied consistently to all applicants. The District will make reasonable accommodations for applicants with disabilities. Applicant should contact Recruitment in the Human Resources Office for assistance.
Application Procedures
All applicants are required to submit a completed Rancho Santiago Community College District online application. Human Resources will review all applications for completeness, and only complete application packets will be forwarded to the screening committee for further review.
A Complete Application Packet Must Include the Following:
- RSCCD Online Application
- Cover Letter
- Resume – details all relevant education, training, and other work experience
- Undergraduate and graduate academic transcripts (unofficial copies are accepted)
Foreign Transcripts: Education completed outside of the United States must be deemed equivalent to that gained in the conventional/accredited United States education programs to be considered for the satisfaction of minimum qualifications. Foreign transcripts must be translated and evaluated by the National Association of Credential Evaluation Services (NACES), a United States based credentials evaluation service.
Conditions of Employment
Selected candidate(s) is required to complete the following prior to employment as part of the onboarding process:
- Submit official transcripts
- Present original documents for proof of eligibility to work in the United States (by in-person appointment in Human Resources)
- Provide a certificate of Tuberculosis Exam
- Fingerprints (by a Live Scan Agency at the candidate’s expense and clearance must be received prior to first day of employment)
- Provide a valid COVID-19 Vaccination Card
