Help Desk Support Specialist

Help Desk Support Specialist

Community College of Aurora
Salary: $54,693.00 Annually

Job Type: Full-Time

Job Number: 240272-B

Location: 16000 East CentreTech Parkway Aurora, CO

Department: Institutional Support


The Community College of Aurora has expanded its IT department and created new exciting opportunities for IT professionals. This an excellent opportunity to contribute to a team that is building an infrastructure that will provide our students and staff cutting edge technology.

Why Consider Working at CCA?

The Community College of Aurora serves our diverse community by providing high-quality instruction and support services to prepare students for transfer and employment. We are located in the third largest city in the state- one that is still growing rapidly and is known for its rich culture and diversity!

We are proud to be a key partner as our community continues to grow and are excited to continue growing with it to meet the ever-changing needs of the labor market. We value team members who share this pride and passion to serve individuals of a wide variety of cultural, socio-economic, and experiential backgrounds and with commitment to growth and excellence.

We actively promote a dynamic learning environment to support differing perspectives and cultural backgrounds as our students strive to reach their academic and career goals. CCA enrolls 11,000 students annually and is proud to be a Hispanic Serving Institution and Minority Serving Institution with over 62% of our student population identifying as students of color and we are now Colorado's first Achieving the Dream school.

Our team is collaborative, innovative, and respectful. We provide opportunities for growth, development, and engagement to our team members to ensure our team grows and learns just as much as our students! We embed diversity, equity, and inclusion into everything we do and are data-informed to drive access and quality within our academic and support services so that each and every student has the community necessary to be successful.

About Your Role:

This position serves as the go-to for providing technical assistance and support related to computer systems, hardware, and software. Responsible for answering queries and addressing system and user issues in a timely and professional manner. Help desk support works with the IT team and will interact with system and computer users across the company. The help desk team will train users on basic system and computer functions. This position serves as a systems technician for administrative and instructional desktop computing solutions in a fast-paced environment. Responsible for end-user support and troubleshooting of college desktop technologies, classroom, and computer lab systems and peripheral devices.

Examples of Duties / Knowledge & Skills

KNOWLEDGE, SKILLS, AND ABILITIES:

• Good customer service skills, with a customer's come first attitude.
• Ability to troubleshoot and problem solve.
• Be adept to time management.
• Be patient, empathetic and willing to learn.
• Work well under pressure and stressful situations.

DUTIES & RESPONSIBILITIES:

• Provide helpdesk triaging to assist CCA students, staff, and faculty on the phone
• Responding to emails from customers seeking help with software or computer-related issues
• Walk customers through the steps to achieve a goal in our software on the phone
• Maintain a high level of courteous customer service at all times
• Perform hardware and software installations/upgrades
• Operate and maintain software applications and operating systems
• Provide technical support for all college-owned hardware and software
• Provide technical training on hardware and software to end-users
• Assist with hardware and software inventory procedures
• Other duties as assigned

Minimum qualifications & Requirements

• Experience with a variety of hardware and software applications including Microsoft and Apple products
• Strong communication, organization, and customer service skills

PREFERRED QUALIFICATIONS:

• 1-2 years of experience in desktop support or helpdesk positions
• Experience in a K-12 or college educational environment
• CompTIA A+, Microsoft, Apple, or other technical certifications

Supplemental information

Salary Range: Anticipated starting salary range: $54,693.00. This salary is determined by the qualifications of the selected candidate balanced with departmental budget availability, internal salary equity considerations, and available market information. CCA offers an excellent benefit plan, including generous leave, holiday, and education benefits. Full time employees immediately upon hire earn 15 hours a month annual leave and 10 hours a month sick leave.

Deadline to Submit Application Material: An initial review of applications will begin on Monday, July 11, 2022 and continue until the position is filled.

Application Process: When submitting your online application, please include a cover letter, current resume, and professional references. Official transcripts showing the highest degree achieved should be submitted to HR@ccaurora.edu upon offer of employment. If you have questions regarding this position, please contact us at HR@ccaurora.edu.

By applying for this announced position, applicants are certifying that all statements, information and documents provided are true, complete and correct to the best of their knowledge and are made in good faith. Further, applicants understand that omissions, misleading, false or untrue information, or any attempt at fraud or deceit in any manner connected with this application and/or subsequent testing may result in them not being considered for jobs with the Community College of Aurora; may constitute grounds for discipline and/or termination after hire; and/or constitute grounds for further actions pursuant to law.

Application Checklist

Complete Applications must include the following documents:

• A complete online application
• A cover letter that describes how your experience aligns with the minimum and preferred qualifications of this position
• A current resume uploaded as an attachment to your online application
• Candidates identified as finalists must provide three to five professional references, at least two of which must include a current direct supervisor and most recent supervisor. If you cannot provide two supervisor references, an opportunity will be afforded for discussion and consideration of alternative references with the CCA Human Resource Office. Please note, out of professional courtesy to you, we will not contact your current supervisor without first providing notice to you as a candidate and only when a contingent offer is pending in order to protect the confidentiality of your application to the full extent possible.
• If you are using education to qualify, a copy of your official or unofficial transcript showing that your degree has been conferred and the name of your school, or your NACES accreditation. Please submit this as an attachment to your online application
• For any questions or technical issues please contact HR@CCAurora.ed

Notice to all Applicants:

• Proof of eligibility to work (Download PDF reader) (Download PDF reader) in the United States must be produced within three (3) days of hire.
• Direct deposit of payroll is a condition of employment.
• Final candidate is subject to a criminal background check prior to final selection process.
• Final candidate is required to submit official transcripts to Human Resources within fourteen (14) days of hire.
• CCA is affiliated with the Colorado Public Employees Retirement Association (PERA) and as such, employees contribute to PERA in lieu of Social Security for retirement benefits. For more information, visit the COPERA web page.
• Individuals currently or formerly employed by the Colorado Community College System or one of its 13 colleges, and/or who were disciplinarily terminated or resigned in lieu of termination, must disclose this information in your application material.
• For information regarding civil rights or grievance procedures, contact our Title IX Compliance/Equal Opportunity Officer, Cindy Hesse, Director of Human Resources at 16000 E. CentreTech Parkway, Suite A207, Aurora, Colorado 80011 or by phone at 303-360-4752, or e-mail at Cindy.Hesse@CCAurora.edu.

Colorado Residency Requirement:

Eligible applicants must be either a current Colorado resident or be able to provide proof of residency in Colorado within 30 days of the start date for the position, or they may be deemed ineligible for employment with the Community College of Aurora. Please contact HR@CCAurora.edu with any questions.

Community College of Aurora Inclusive Excellence Statement:

You matter. You are valued. You belong. CCA is a community that is committed to equity, diversity, and inclusion through Inclusive Excellence. We can only achieve this together. CCA embraces Inclusive Excellence because we want our students, staff, and faculty to learn and contribute within an inclusive environment. This means members of our college community will be active, respectful, and mindful of equity, diversity, and inclusion at all levels of engagement . Inclusive Excellence will provide a foundation for student and institutional success. Recognizing our diversity is only the first step toward Inclusive Excellence. We must also be intentional in valuing cultural differences and experiences, while incorporating them into practices, curricula, and policies.

Welcoming, Respectful, Inclusive - Together, we are CCA.

The Federal Clery Act:

(The Student Right to Know and Campus Security Act of 1990) requires all institutions of higher learning to make available to prospective employees our agency's Annual Security Report. A copy of this information is available on the CCA website at the Student Right to Know page. A paper copy of this report can be obtained at the College Security Office upon request. This report includes statistics for the previous three years concerning crimes that occurred on campus or on property controlled or owned by Community College of Aurora, as well as public property within, or immediately adjacent to and accessible from, our campuses.

ADAAA Accommodations:

Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Robert Callaway at 303-360-4733 or Robert.Callaway@CCAurora.edu at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date.

Pregnancy Related Accommodations, Colorado Anti-Discrimination Act (CADA):

The Colorado Anti-Discrimination Act (CADA), allows applicants to request a reasonable accommodation for health conditions related to pregnancy or the physical recovery from childbirth. Candidates wishing to request reasonable accommodations must do so as soon as possible, preferably at least three days prior to the exam or interview. If you are an individual who wishes to request reasonable accommodations, please contact us at 303-360-4733 or Robert.Callaway@CCAurora.edu.

Non-Discrimination Statement:

The Community College of Aurora prohibits all forms of discrimination and harassment including those that violate federal and state law, or the State Board for Community Colleges and Occupational Education Board Policies 3-120 and 4-120. The College does not discriminate on the basis of sex/gender, race, color, age, creed, national or ethnic origin, physical or mental disability, veteran status, pregnancy status, religion, genetic information, gender identity, or sexual orientation in its employment practices or educational programs and activities. The Community College of Aurora will take appropriate steps to ensure that the lack of English language skills will not be a barrier to admission and participation in vocational education programs. For information regarding civil rights or grievance procedures, contact our Title IX Compliance/Equal Opportunity Officer, Cindy Hesse, Director of Human Resources at 16000 E. CentreTech Parkway, Suite A207, Aurora, Colorado 80011 or by phone at 303-360-4752, or e-mail at Cindy.Hesse@CCAurora.edu

To apply, please visit https://www.schooljobs.com/careers/auroraccco/jobs/3610505/help-desk-support-specialist

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