SDSU Research Foundation

  • KPBS Part Time Help Desk Support Assistant

    Req No.
    2018-8162
    Category
    Information Technology
    Type
    Part-Time Contract
    Salary
    Starting at $13.83 per hour DOE
    Dept/Proj Name
    KPBS
    Close Date
    11/19/2018
  • Overview

    FUNCTION OF THE UNIT

    KPBS, San Diego’s NPR and PBS stations, provides news and information to more than 1.2 million people each week across San Diego and Imperial counties on TV, radio and digital media. A public service of San Diego State University, KPBS has a staff of 180 and an annual operating budget of $32 million. As the #1 public television station in the country and #1 radio station in the San Diego market, KPBS has been recognized as one of the nation’s top independent news organizations by the USC Annenberg School for Communication and Journalism.

     

    The IT department provides technical infrastructure and excellent customer service to 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.

     

    PURPOSE OF THE POSITION

    As a member of the KPBS Technology and Innovation 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, assesses staff needs and provides insight as to the staff’s needs via documentation, and solution resources. The Help Desk Support Assistant is part of a small team of IT professionals who provide in house technical computer hardware and software support. This person works with a variety of equipment and systems including desktop and laptop computers running Windows and Mac OS systems, network connectivity, audio visual equipment for meeting rooms, and other business equipment. In addition, this person will be hands on with special projects, which require researching new technology and solving complex problems.

     

    This includes installing, diagnosing, repairing, maintaining, and upgrading all computer hardware and equipment to ensure optimal workstation performance. The person 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 Support Specialist 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 Technology and Innovation Department.

     

    As one of the most user-facing members of the Technology and Innovation 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.

    Responsibilities

    • Assist staff with PCs, Server, Network, Printers, Software, Conference room equipment, and copiers
    • Provide First Response for all IT and Help Desk issues utilizing excellent communication skills, oral and written.
    • Maintain an online help desk for staff request 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, recycling of user workstations and related resources.
    • Help track KPBS computer inventory with timely and consistent updates of the inventory system
    • Perform clerical duties required to support the Technology and Innovation department including, but not limited to data entry, document preparation, scanning, copying, mailings, emailing, filing, and making phone calls as requested by the IT Manager.
    • Package, test, deploy, update, and troubleshoot software
    • Use strong attention to detail and document all resolutions / instructions in the knowledgebase
    • Identify, resolve, and escalate issues in coordination with all members of the IT department.
    • As KPBS is part of San Diego State University and the SDSU Research Foundation (SDSURF), the incumbent must follow all policies and procedures set by SDSU, SDSURF and KPBS
    • Follow PCI compliance guidelines and SDSU Accessible Technology Initiative requirements
    • This position will require flexibility to work part-time hours Monday through Friday and on holidays.
    • Other duties and responsibilities as assigned

    Qualifications

    Knowledge and Abilities

    • Knowledge of current Microsoft Windows desktop and server platforms, Macintosh operating systems
    • Knowledge of email clients using all email protocols
    • Ability to troubleshoot software, PC, mobile device and network printer issues
    • Ability to independently install, configure and test Microsoft Windows and Microsoft Office suite
    • Knowledge of proactive desktop security methods
    • 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
    • Interact effectively with co-workers
    • Understand and follow posted work rules and procedures
    • Ability to relate well to others within the Technology & Innovation environment.
    • Highly motivated self-starter, with a high energy level and strong interpersonal skills.
    • Ability to communicate effectively, both orally and in writing.
    • Possess good judgment and common sense.
    • Demonstrate a high level of cross-cultural sensitivity

    Experience/Education

    • Minimum one year customer service experience
    • Minimum one year experience in an IT Help Desk/support position in a Windows environment

    Preferred Qualifications

    • Some college level coursework in Information Technology or a related field
    • Experience working with current Microsoft Windows desktop and server platforms, Macintosh operating systems
    • Experience working on email clients using all email protocols
    • Experience troubleshooting software, PC, mobile device and network printer issues
    • 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 a plus.

    A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with SDSU Research Foundation

     

    San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer

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