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.
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