Primary responsibility is user support and customer service. Be present and available to users requiring technical assistance. E
 
Respond to questions from callers, email and walk-ins;remotely assist students, staff, and faculty with technology problems in offices, classrooms and home or other off- campus locations. E
 Learn fundamental operations of supported software, hardware and other equipment. E
 
Provide assistance and troubleshooting for District online records and registration system as assigned; reset user IDs and passwords for students and faculty; assist faculty to input grades into the system; instruct and guide students through registration and payment processes and other related services available through online system. E
 
Follow standard Help Desk operating procedures; accurately log all Help Desk contacts,
using approved call tracking software or documents. E
 
Attend all Help Desk training sessions. E
 
Become familiar with available help resources, stay updated on campus technology changes or problems. E
 
Become familiar with Technical Services policies, services and staff. E
 
Direct calls to appropriate Technical Services staff as necessary. E
 
Maintain reasonable discipline and decorum in the Help Desk area. E

Other duties as assigned by the area administrator 

EDUCATION AND EXPERIENCE:
Any combination equivalent to: graduation from high school supplemented by college level course work in business, Computer Information Systems (CIS) or related field AND two (2) years of full time responsible help desk, telephone support or clerical experience. 

KNOWLEDGE OF:
Correct operations, procedures and methods of Computing & Information Resources and
Technical Services departments.
 
Modern office practices, procedures and equipment.
 
District organization, operations, policies and objectives.
 
Modern database and spreadsheet programs.
 
Correct English usage, grammar, spelling, punctuation and vocabulary.
 
Proper telephone techniques.
 
ABILITY TO:
Friendly presence and helpful attitude, good interpersonal skills and ability to work well
with others.
 
Ability to provide technical support over the phone; good phone skills, professional
demeanor, previous customer service experience strongly desired.
 
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
 
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
 
Ability to work responsibly with or without direct supervision.
 
Working knowledge of common operating systems and software applications.
 
Operate a variety of office equipment such as a copier and facsimile machine.
 
Operate a computer terminal to enter data, maintain records and generate reports.
 
Provide effective customer service including a high level of sensitivity, tact and patience.
 
Establish and maintain cooperative and effective working relationships with others, including those from diverse academic, socioeconomic, cultural, ethnic and disability
backgrounds.
 
Provide work direction and guidance to others as assigned.
 
Work confidentially with discretion.
 
Work independently with little direction.
 
Communicate effectively both orally and in writing.
 
Meet schedules and time lines.
 
Prepare reports, correspondence and related materials.

APPLICATION PROCEDURES:

The number of clerical substitutes hired varies from semester to semester, depending upon the needs of the department. Your application will be maintained in this substitute pool for 12 months.

All information qualifying an applicant for the position must be included on the Victor Valley College application. If it is unclear whether an applicant meets the minimum qualifications for the position from the application, that applicant will be disqualified.
 
 Candidates wishing to apply for more than one position must apply for each position separately.
 

Please note, communication throughout the recruiting and hiring process will typically be through email. It is your responsibility to check your email for any upcoming testing and/or interview dates. This recruitment may be used to fill future vacancies

 
 You may check your status at any time by logging into Victor Valley College Online Application Site at https://www.schooljobs.com with your username and password.
 
 A complete file consists of all of the following:
 1. A completed Victor Valley College application which includes Contact Information, Education, Work Experience, References and Supplemental Questions
 2. Copies of transcripts showing college degrees and coursework. (If you have transcripts please attach as other). (If you are using additional experience in lieu of educational requirements, please attach a document stating as such to the transcript attachment type or you will not be able to complete your application) NOTE: Degrees must be from an accredited institution. It is the responsibility of the candidate to include U.S. evaluations of non-U.S. transcripts with their application.