Information Technology Technician (Help Desk)

Requisition Details

Position Information

Position Title Information Technology Technician (Help Desk) How many positions are you recruiting for? 1 Campus WVMCCD District (All Campuses)

Position Summary Information

Definition

The Department of Information Technology Department is seeking a talented individual to fill the position of Information Technology Technician (Help Desk).

Comprised of two colleges, West Valley College and Mission College, we are located in the heart of Silicon Valley. Our staff and faculty are among the most qualified in the state and our students appreciate our two colleges for our friendly staff and supportive atmosphere.

Under the direction of the Director of Educational Technology Services, this position will perform responsible technical duties related to instructional and classroom technology; provide project support for new and modified systems; and to install and configure audio visual, computers, and related peripheral equipment.

Applicants who possess the knowledge, skills and life experiences to address the cultural and educational needs of a diverse student population are encouraged to apply.

Assignment

100% of full time, 37.5 hours per week, 12 months per year, with anticipated start date of September 14, 2026. Schedule may change to include some evening or weekend hours, as needed. This position is a member of the West Valley-Mission Classified Employees Association (WVMCEA), Office, Technical & Business Services Employee Unit.

Work Location: West Valley College Campus in Saratoga, CA

Salary and Benefits

Anticipated Hiring Range:

• $9,817.67 -$10,734.17 monthly (WVMCEA Salary Schedule, Range 72, Steps A-C).

Benefits include:

• Employer-contributed medical, dental and vision for employee, spouse, and/or dependents.
• Employer-paid long term disability for employee.
• Voluntary life insurance.
• 14 paid holidays, plus 1 floating holiday annually; paid non-workdays between Christmas and New Year.
• 12 days vacation leave accrued annually; rate increases step-wise up to maximum 22 days vacation leave accrued annually.
• 12 days sick leave accrued annually.
• Personal necessity leave and personal business leave.
• Educational growth incentive program from $45 to $225 monthly.
• 1000 longevity award annually after 10 years of service and $1,500 longevity award annually after 15 years of service.
• CalPERS retirement.
• Position is union affiliated with required dues.

Minimum Qualifications

Any combination of experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

• Education: Equivalent to an Associate's degree from an accredited college with major coursework degree in information systems or a related field.
• Experience: Two years of responsible technical information technology experience.

AND

Understanding of, and sensitivity to the diverse academic, socio-economic, ethnic, religious and cultural backgrounds, disability, and sexual orientation of community college students, faculty and staff.

Desired Qualifications

The ideal candidate will also possess the following desired qualification(s):

• Experience providing technical support in a higher education, K-12, or public sector environment.
• Experience using IT Service Management (ITSM) platforms such as Freshservice, ServiceNow, or similar ticketing systems.
• Experience supporting Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Entra ID (Azure Active Directory).
• Experience deploying, imaging, configuring, and troubleshooting Windows desktop and laptop computers in a managed enterprise environment.
• Experience supporting computer labs, classroom technology, instructional software, or other academic computing environments.
• Experience with endpoint management solutions such as Microsoft Intune, Microsoft Configuration Manager (SCCM), or similar device management platforms.
• Experience maintaining hardware and software asset inventories and coordinating computer lifecycle replacement projects.
• Demonstrated commitment to providing exceptional customer service and technical support to a diverse community of faculty, staff, and students .

Knowledge and Abilities

Knowledge of:

• Basic computer hardware and software related to area of assignment.
• Basic operational characteristics of technology related to area of assignment such as to computers, mobile devices, audiovisual, network, and communication systems.
• Basic methods, tools and techniques of testing, troubleshooting, problem solving and maintenance of hardware and software related to computers, mobile devices, audio visual, network, and communication systems.
• Principles and practices related to area of assignment such as to computers, mobile devices, audiovisual, network, client server technologies, network operating systems, and communication systems.
• Principles and techniques of advanced troubleshooting related to area of assignment such as to computers, mobile devices, audiovisual, network, and communication systems.
• Principles and practices of project management and workflow process.
• Operating systems relevant to area of assignment.

Ability to:

• Troubleshoot problems related to area of assignment such as to computers, mobile devices, audio visual, network, and communication systems; identify and locate the source of the problem; diagnosis problem and develop logical, reliable solutions; and initiate corrective actions.
• Install, configure, maintain, repair and modify a variety of computer equipment, software, communications, servers and desktops, and related peripheral equipment and systems.
• Train, assign and review the work of students, part-time and less experienced staff.
• Write procedures and documentation for problems, solutions and standards.
• Read, comprehend and retain technical information related to area of assignment.
• Perform information technology hardware and software customer support duties.
• Intermittently review documents related to department operations; observe, identify and problem solve procedural issues.
• On a continuous basis, sit at a desk for long periods of time. Intermittently walk, bend, or stoop while installing/repairing equipment; twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone, and write or use keyboard to communicate through written means; and lift or carry weight of 50 pounds or less.
• Learn the operations and functions of an assigned business unit.
• Learn to troubleshoot problems related to area of assignment such as to computers, mobile devices, audio visual, network, and communication systems; identify and locate the source of the problem; diagnosis problem and develop logical, reliable solutions; and initiate corrective actions.
• Learn to install, maintain, repair and modify a variety of computer equipment, software, communications, and electronic equipment and systems.
• Learn to write procedures and documentation for problems, solutions and standards.
• Track service requests and trouble reports and ensure problems are resolved.
• Communicate technical issues to individuals with varying degrees of information technology knowledge.
• Organize and manage multiple priorities and perform a variety of work assignments.
• Provide on-call service, when assigned, during off hours, evenings, weekends and holidays.
• Use sound judgment in recognizing scope of authority.
• Maintain regular attendance and adhere to prescribed work schedule to conduct job responsibilities.
• Utilize appropriate safety procedures and practices for assigned duties.
• Communicate effectively orally and in writing.
• Relate effectively with people of varied academic, cultural and socio-economic backgrounds using tact, diplomacy and courtesy.
• Establish and maintain effective, cooperative and collaborative working relationships with others.

Examples of Duties and Responsibilities

Duties may include, but are not limited to, the following:

• Coordinate and provide technical support, over the telephone, through email, remotely and/or in person to district personnel; troubleshoot and solve standard software, hardware, voice network, telecommunications and network problems.
• Install, configure, troubleshoot, modify, and update district supported hardware and software as required by area of assignment.
• Configure, maintain, and utilize systems management appliance as required.
• Perform routine component replacements and upgrades as required by area of assignment.
• Provide one-on-one training pertaining to the use of standard applications, equipment and/or systems, such as audio/video equipment, telecommunication equipment and systems, personal computers, laptop computers, mobile devices and general office software.
• Provide first-level and second-level assistance to customers; verify the location of the problem; elicit information from end user on the nature of the issue; resolve issue or refer to higher level staff when necessary.
• Ensure that new and upgraded systems work effectively with current systems and programs; determine and document proper installation parameters for software and hardware in order to ensure smooth integration, transition and efficiency.
• Create user IDs, modify user profiles, re-set passwords, maintain email accounts, email distribution lists and perform regular file maintenance; set up user access permissions consistent with district policies and procedures; document changes and revisions.
• Plan and maintain assigned project schedules and work requests; monitor, coordinate and report project status and problems; monitor assigned budget budgets as necessary.
• Function as project leader on technology implementation teams related to area of assignment; provide technical expertise in area of assignment.
• Provide technical and functional supervision of vendors, contract staff and/or students during the construction, maintenance and implementation of assigned information technology projects.
• Inform management of existing or potential problems; maintain problem logs; communicate with higher-level staff regarding documentation, testing and scheduling concerns; communicate installation, production and/or testing problems to users and keep them apprised of schedule changes.
• Assist in system moves, adds and changes; review installation sites and plans.
• Adhere to district standards for network and system hardware and software; develop network and system related documentation.
• Perform duties related to asset management of hardware and software related to area of assignment; perform administrative duties such as data entry and billing activities.
• Serve on project teams providing technical assistance; assist with project management.
• Build and maintain positive working relationships with co-workers, other district employees and the public using principles of good customer service.
• Foster an environment that embraces diversity, integrity, trust and respect.
• Be an integral team player, which involves flexibility, cooperation and communication.
• Perform related duties as assigned.

When Assigned to Help Desk

• Review and track work order requests related to network, communications, facility security, hardware and software problems and coordinate with end users and/or managers to ensure that customer needs are met; maintain records of work completed and resolutions.
• Schedule and coordinate daily computer room operations: verify processes and distribute output to designated staff.
• Install and configure desktop computers, laptops, printers and other desktop peripherals such as scanners, cameras and mobile devices; install and support various software and train customers in the use of installed hardware and software.
• Support and troubleshoot current desktop operating systems; perform diagnostic testing; analyze root cause of problem and develop long-term solutions; identify and report network problems to the proper network areas.
• Perform workstation troubleshooting; perform configurations of new desktop images; install, upgrade and maintain computer workstation hardware, peripherals, mobile devices and associated software; manage and execute installation of upgrades and system patches.

When Assigned to Network

• Provide technical support and evaluation to the network infrastructure to ensure delivery of network services to the district; analyze, design and install converged data, video and voice network infrastructure across wired and wireless network systems.
• Provide technical assistance in the installation, maintenance, modification and repair of communication network and equipment; ensure connectivity requirements and protocols are met.
• Perform network fault isolation to troubleshoot and determine issue; perform configurations of new routers, switches, wireless and firmware; install, upgrade and maintain voice network infrastructure and related software; manage and execute installation of upgrades and system patches.
• Perform installation, operation and maintenance of computers and peripheral equipment; monitor routine system parameters such as response time and general performance; test and set up hardware and software configurations; perform maintenance and repair on system components.
• Plan, implement and monitor hardware and software upgrades, patches, security and backup/recovery processes; obtain new and upgraded system hardware and software from vendors; utilize appropriate tools to install and test upgrades and patches.

Working Conditions Other Duties Physical Demands Applicant Information

APPLICATION INFORMATION:

• Interested applicants must submit online all materials requested, including: (1) A completed online West Valley-Mission Community College District application; (2) Supplemental application questions; (3) Resume; (4) Unofficial copies of transcripts, if requested; (5) Cover letter and/or reference list, if requested; and (6) Any requested licenses or certificates, if applicable.
• All sections of the online application, including Education and Educational Work History, must be completed thoroughly.
• Supervisor(s) name(s) and telephone numbers must be included in the application.
• Incomplete applications will not be considered.
• Do NOT send unrequested materials. Unrequested materials will be removed from your application and will not be used for consideration of employment.
• The employment application and supporting documents represent you; it is to your advantage to fill out the application form carefully and completely.
• If you have a question that isn't covered in our FAQs, please contact us at careers@wvm.edu.

ABOUT TRANSCRIPTS:

• If a minimum requirement is possession of a degree, then a copy of transcripts is required to be included with your application to verify the degree being awarded. If no transcripts are included or the transcript does not show a degree conferred AND degree conferred date, the application may be screened as not meeting minimum requirements, the application may be screened as not meeting minimum requirements.
• Should the minimum qualifications state "any combination equivalent to," then additional relevant work experience may substitute for education. In this case, please upload a document stating such in the Required Transcripts document field.
• Degrees must have been awarded by a college or university accredited by an accrediting body recognized by the U.S. Council on Post-Secondary Accreditation and/or the U.S. Department of Education.
• Candidates with degrees earned outside of the United States must provide official certification of equivalency to U. S. degrees by a certified U. S. credential review service, must have a U.S. evaluation (course by course of the transcripts) and must be submitted with this online application.
• If you do not have an electronic version of the transcript, you can get it scanned at an office supply or copy store; then attach the electronic version of your transcript to this online application.
• Copies of diplomas, grade reports, graduation petitions, transcript evaluations requests, or similar documents WILL NOT be accepted in lieu of transcripts.
• When uploading transcripts, please ensure they are NOT encrypted, secured, or password-protected or they will be rejected by the system.

For reasonable accommodations and assistance, contact:

Office of Human Resources, Attn: Recruitment

14000 Fruitvale Ave, Saratoga, CA 95070

Phone: (408) 741-2174 Fax: (408) 741-2564

Email: Careers@wvm.edu

Selection Process

SELECTION PROCESS INFORMATION:

• After the deadline date, a committee will review and evaluate applications and supporting materials to select the applicants to be interviewed. Meeting the minimum qualifications does not assure the candidate an interview.
• All candidates will receive an e-notification to acknowledge receipt of their application materials. If not contacted within 3-6 weeks following the close of the recruitment, no suitable match was determined at this time.
• Travel expenses to attend first-level interview are the responsibility of the candidate.
• Application materials become the property of the District and will not be returned or duplicated.
• The district may choose to re-advertise or indefinitely delay filling a position. Some positions may include first and second level interviews.
• The district reserves the right to contact former, current, the most recent employers, and others to investigate past employment records of applicants.
• Any tentative verbal offer of employment is contingent upon formal approval of the college Governing Board.
• Upon hire the successful candidate must provide the required documents of identity and authorization to work and attest he/she is authorized to work in the United States.
• The district does not provide visa sponsorship.

EEO STATEMENT:

West Valley-Mission Community College District is an Equal Opportunity Employer that seeks to employ a diverse workforce who will contribute to an inclusive and welcoming educational and employment environment. The District is committed to nondiscrimination on the basis of ethnic group identification, race, color, national origin, religion, age, sex, physical disability, mental disability, genetic information, ancestry, gender identity, gender expression, sexual orientation, language, accent, citizenship status, transgender status, parental status, marital status, economic status, military or veteran status, and medical condition consistent with applicable federal and state laws.

Special Instructions to the Applicant

Posting Detail Information

Posting Number FY22/23-348FT Open Date 07/06/2026 Close Date 07/27/2026 Open Until Filled No

Requisition Specific Questions

Required fields are indicated with an asterisk (*).

• • Describe your experience providing technical support to faculty, staff, students, or other end users. What types of hardware, software, and technology systems did you support, and what was your role in resolving issues?

(Open Ended Question)

• • Describe your experience deploying, configuring, imaging, or managing desktop and laptop computers in an enterprise environment. Include any experience with Microsoft Intune, SCCM, Microsoft Endpoint Manager, or similar tools.

(Open Ended Question)

• • This position supports a diverse community of faculty, staff, and students with varying levels of technical proficiency. Describe a situation where you provided excellent customer service while resolving a difficult technical issue. What was the issue, and what was the outcome?

(Open Ended Question)

Applicant Documents

Required Documents

• Resume/CV
• Transcripts
• Cover Letter

Optional Documents

• Additional Transcripts