The salary range for this position is $20.00 - $27.13 per hour depending upon qualifications and is non-negotiable.

This position is scheduled to close on 1/9/2025 at 4:00pm (PST).

KPBS serves the greater San Diego community with informative, cultural, entertaining and educational television, radio, and digital programming.  KPBS TV/FM is the public television and radio station for San Diego.  Licensed to San Diego State University, KPBS supports and furthers the university’s educational and community service mission by informing, enlightening and empowering its audience.  It does so not only by presenting national and locally produced programming of value to its San Diego audience, but also by producing programming about San Diego and its people for distribution nationwide.

The IT department provides technical infrastructure and excellent customer service to a diverse group of staff in a variety of work functions, from reporters who measure their deadlines in seconds to accounting and finance staff who expect stability and reliability.

As a member of the KPBS Information Technology Department, the Help Desk Support Assistant fills an important role at the station by ensuring that staff not only have working computers, but that they are empowered to use technology effectively to serve the community. The Help Desk Support Assistant provides proactive and positive customer service to staff and assesses and provides insight as to the needs of individuals and the staff as a whole. This position is part of a small team of IT professionals who provide in-house and remote technical computer hardware and software support, and works with a variety of equipment and systems; desktop and laptop computers running Windows and Mac OS systems, network connectivity, audio/visual and computer equipment for meeting rooms, and other business equipment including printers, scanners, and computer peripherals. 

Additionally, the Help Desk Support Assistant will work on special projects which require researching new technology and solving problems, including installing, diagnosing, repairing, maintaining, and upgrading all computer hardware and equipment to ensure optimal workstation performance. The position will also troubleshoot problem areas (in person, via email, instant message, or by telephone) in a timely and accurate fashion and provide end-user assistance where required.

Under direct supervision of the Help Desk Manager, the Assistant is responsible for serving as a point of contact for IT support while facilitating excellent communication between the client and all members of the Information Technology Department. This role is expected to collect, triage, research, and resolve computer and application related issues in a professional manner through direct customer interaction and achieve satisfactory resolution of issues utilizing support tools, service management software, diagnostic tools, and best-practices with regards to root-cause analysis, identifying trends, and escalation when necessary. This role operates in a highly collaborative environment which can include members of the KPBS Engineering Department, San Diego State University IT Staff and the San Diego State University Research Foundation. While this position may include remote working opportunities, it is primarily on site, which may include nights, weekends, and holidays as needed.

Perks you'll enjoy as a member of #teamKPBS

• Working on a college campus & in public media: Access to campus facilities and staff perks, weekly farmer's market, tons of eateries, community events, entertainment, etc.
• Hybrid schedule/ remote work flexibility options (varies by position)
• 10 vacation days, 1 personal day & 13 holidays off (4+ days off over winter break)
• Enjoy a 'beautiful day in the neighborhood' with local employee discounts
• Opportunity drawings to attend SDSU basketball games, local concerts and events
• Discounts on local attractions (theme parks, entertainment, restaurants, memberships)
• Free wellness classes & programs
• Staff pop-up events
• Full benefits packages that are unmatched (medical, dental, vision, life)
• Sick leave accruals and paid leave options
• On-site childcare at a discounted rate (based on availability)
• Opportunities for continued learning and professional development
• Flexible spending account(s)
• Employee assistance program
• Matching and voluntary retirement savings plan

The following information is intended to be representative of the work performed by incumbents in this position and is not all-inclusive. The omission of a specific duty or responsibility will not preclude it from the position if the work is similar, related, or a logical extension of position responsibilities. Job descriptions may be changed at any time based on the needs of the department.

Help Desk Support (95%)

• Assist and support staff with operating and troubleshooting PCs, network, printers, software, conference room equipment, copiers, etc.
• Serve as point of contact and provide first response for all IT and Help Desk issues while utilizing excellent communication skills both oral and written.
• Maintain an online help desk for staff requests with a self-service resource section and ticketing system for prioritizing tasks, while maintaining transparency about the IT team's responsiveness to staff needs.
• Ensure tickets are responded to and resolved in a timely fashion.
• Coordinate the setup, deployment, and recycling of user workstations and related resources.
• Help track and maintain KPBS computer inventory with timely and consistent updates of the inventory system.
• Perform data entry, document preparation, scanning, copying, mailings, emailing, filing, and making phone calls as requested by the Help Desk Manager.
• Package, test, deploy, update, and troubleshoot software.
• Document all resolutions and instructions in detail in the knowledgebase.
• Identify, resolve, and escalate issues in coordination with all members of the Information Technology department.
• Follow PCI compliance guidelines and SDSU Accessible Technology Initiative requirements.

Other Duties and Responsibilities as Assigned (5%)

Knowledge and Abilities

• Demonstrated knowledge of computer systems, PC repair and network management.
• Knowledge of current Microsoft Windows desktop and server platforms, Macintosh operating systems.
• Knowledge of email clients using all email protocols.
• Demonstrated ability to troubleshoot software, PC, mobile device and network printer issues.
• Ability to install, configure and test PC and MAC operating systems.
• Knowledge of proactive desktop security methods.
• Knowledge of Microsoft Office suite and Adobe Creative Cloud.
• Demonstrated ability to communicate effectively, both orally and in writing.
• Ability to act as customer advocate with customer service and customer satisfaction as top priority.
• Ability to solve problems at a quick pace requiring minimal supervision.
• Ability to follow consistent, standard approaches to problem solving and to escalate problems in a timely manner.
• Ability to lift and move equipment weighing up to 50 pounds.
• Ability to interact and communicate effectively with client and IT management and technical staff consultants.
• Ability to collaborate and work effectively as part of a team.
• Ability to display a sense of responsibility, accountability, reliability and commitment. 
• Ability to understand and follow posted work rules and procedures.
• Ability to display analytical judgment and problem solving skills to resolve complex technical issues.
• Ability to be well organized, meet deadlines, and display detail orientation.
• Ability to demonstrate a high level of cross-cultural sensitivity.
• Demonstrated ability to interact effectively with co-workers.
  
  

Minimum Experience/Education

• Directly related coursework or a combination of education and relevant technical experience.

Preferred Qualifications and Special Skills

• Two years’ customer service experience.
• Two years’ experience in an IT Help Desk/support position in a Windows and Mac environment.
• Associates Degree in Information Technology, or equivalent technical training certificate in Information Technology
• Experience working with virtual environments, Switches, VLAN’s and communication applications, including Slack. 
• Experience installing, configuring and testing Microsoft Windows and Microsoft Office suite.
• Experience working with proactive desktop security methods.
• Experience with Google Drive, Microsoft 365. 
• Experience in a broadcast environment and/or with media editing is a plus.

Additional Applicant Information

• Candidates must reside in California, or be willing to relocate, and live within a commutable distance to the SDSU campus at the time of hire.
• Job offer is contingent upon satisfactory clearance based on Background Check results (including a criminal record check). 
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets/Title IX Employer