Ideal Candidate Statement
The ideal candidate will be a thorough, detail orientated individual experienced in various technologies including Windows and Mac endpoint configuration and troubleshooting, digital signage, audio visual setup and support, software and hardware installation and debugging and security awareness and best practices. The candidate will diagnose and resolve technical issues in a collaborative environment while balancing changes in priorities and adapting to new situations. The candidate will be customer service focused delivering consistent, exceptional communication and service to faculty, staff and students in an educational community that is committed to understanding and advancing the benefits of diversity, equity and inclusion.

Position Description
Under the supervision of an administrator, serve as a point of contact for the Information Technology Services (ITS) Department for technical support issues on hardware, applications and related technologies. Be responsible for providing technical assistance to troubleshoot basic problems with computer hardware and software.

Duties and Responsibilities

• Troubleshoot software and hardware issues through diagnostic techniques;
• Direct advanced technical issues to the next level of ITS support;
• Conduct follow-up communication with users; identify recurring problems and recommend improvements;
• Carefully document all problems and resolutions;
• Conduct inventories of District software and hardware as directed; reconcile inventories with purchase orders as assigned.
• Provide excellent service;
• Communicate professionally and efficiently in all interactions;
• Configure and deliver computer hardware and provide set up of equipment as assigned;
• Organize and support ITS-related trainings by completing tasks including, but not limited to: reserving conference rooms and duplicating training materials;
• Enter data into appropriate databases;
• Maintain records as directed;
• Demonstrate sensitivity to and respect for the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of the College’s students, faculty, staff, and community.
• Effectively engage and support historically disproportionately impacted groups by addressing issues of equity and improving culturally responsive service-oriented practices;
• Performs related duties as assigned.

Knowledge Of

• A wide variety of hardware and software including enterprise resource planning systems;
• Incident/ticket management systems;
• Software and hardware troubleshooting techniques;

Skill To

• Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological equipment to assist users and troubleshoot basic problems, including but not limited to: log in issues, printer problems, and hardware malfunctions;
• Use incident/ticket management systems to prioritize and respond to requests for assistance;
• Use general office software and equipment to complete logs and document activities;
• Provide in-person and remote assistance to users.

Ability To

• Ensure effective customer service in diagnosing and resolving basic technical issues;
• Remain calm under stressful situations; thrive in a team atmosphere;
• Apply critical thinking techniques to assist users in resolving technical issues with computer hardware and software;
• Effectively prioritize and complete work assignments;
• Communicate effectively, orally and in writing;
• Develop and maintain effective relationships with coworkers of varying technological skill levels.

Minimum Qualifications
Any combination equivalent to a Bachelor’s degree in a related field and job experience or training in network and or/or computer systems and technologies. Experience working in an educational setting and among users with varying levels of familiarity with technology.:
AND
Must have evidence of responsiveness to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, as these factors relate to the need for equity-minded practices.

Physical Characteristics
This position requires physical abilities needed to work in a standard office setting, including but not limited to: standing and/or sitting for prolonged periods; frequent stooping, bending, kneeling, and twisting; frequent lifting, carrying, pushing and/or pulling moderate and heavy amounts of weight; operating office equipment which may require repeated fine motor skills (e.g.: keyboard use); and the ability to communicate in written and verbal forms. The position requires vision and hearing in normal ranges (with or without correction) sufficient to operate any assigned equipment and the ability to clearly communicate with others in written and verbal forms.

In addition to the above, the assignment will require the ability to work at heights in various settings and in enclosed spaces, and/or operate machinery required to complete assigned tasks. The work may also include physical labor, including but not limited to: climbing and balancing. The employee may be in environments which contain dust or odors related to the work being undertaken.

Required Application Materials: The below items must be uploaded as attachments for your application to be complete and considered.

• Resume/Curriculum Vitae.
• A cover letter addressing the listed desirable qualifications and personal/professional qualities.
• A list of three (3) professional references including name, position, organization, phone number, email, and relationship to the applicant.
• Diversity question response: What does it mean to have a commitment to diversity, and how would you apply this commitment as you conduct your responsibilities in this position?

Foreign Transcripts
Transcripts issued outside the United States require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the filing deadline. Here is a list of approved foreign degree evaluations services: http://www.ohlone.edu/org/hr/forms/docs/evaluationofforeigndegrees.pdf (Download PDF reader)

District Statement
Founded in 1967, Ohlone College is named in honor of the early Ohlone People who inhabited the San Francisco Bay Area. Ohlone College is committed to providing a high-quality education to serve our diverse population of over 15,000 students per year. Ohlone College is nationally recognized for our Deaf Studies and Interpreter Preparation programs, and is widely known for our nursing, health sciences, liberal arts, biomedical science, and smart manufacturing programs. As a learning community, we embrace and champion inclusivity, integrity, student expression, global citizenship, and continuous improvement.

Ohlone College is one of the top-ranked community colleges in California, serving the cities of Fremont, Newark, and Union City. Our campuses in Fremont and Newark are centrally located in the East Bay between San Francisco, Oakland, and San Jose. This region is known as a hub of innovation and economic activity, and home to some of the most advanced manufacturing, biomedical research, and clean energy companies in California, including Tesla, Meta, Seagate, and Lam Research.

The main campus in Fremont is located near Interstate 680 at the base of Mission Peak, just south of the historic Mission San Jose, and is the primary gateway to year-round hiking, biking, and hang gliding in the Mission Peak Regional Preserve. The Newark Center for Health Sciences and Technology is located near Interstate 880 in a hub of new residential and commercial development. The two campuses are connected by shuttle to each other and the Warm Springs BART station, which offers convenient access to public transit throughout the Bay Area.

EEO Statement
The District is strongly committed to the principles of equal opportunity and to hiring qualified staff who reflect the diversity of our community. The District encourages a diverse pool of applicants and does not discriminate on the basis of sex, race, religious creed, color, national origin, ancestry, age (40 or over), medical condition, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, disability, military and veteran status, pregnancy/childbirth/breastfeeding or related medical condition or any other protected basis in any of its policies, practices, or procedures. The college encourages applications from all qualified applicants. If you have a disability and are in need of special services, equipment, or facilities in order to apply or interview for this opening, please call the Human Resources office at: (510) 659-6088.

Conditions of Employment
Offers of employment are contingent upon Governing Board approval. Employment with Ohlone Community College is not complete or official until applicants meet all pre-employment requirements. All new employees are required to submit official transcripts, proof of freedom from tuberculosis. In addition, you will be required to provide identification and employment eligibility as outlined in the federal “Immigration Reform & Control Act of 1986.” Pre-employment tests and/or medical examinations may be required. Ohlone Community College does not sponsor H1B visas. Employees must sign the Oath or Affirmation of Allegiance and submit fingerprints for CA Department of Justice clearance. Employees must be California residents on their date of hire and for the duration of their employment with Ohlone Community College District.

Immigration Reform & Control Act of 1986
Applicants selected for positions will be required to provide identification and employment eligibility as outlined in the federal Immigration Reform & Control Act of 1986.