IT Help Desk Technician

Community College of Denver is seeking individuals with demonstrated commitment to creating an inclusive learning and work environment.  CCD values the ability to work effectively with students, families, faculty, instructors and staff of diverse backgrounds.

GENERAL SUMMARY

An entry-level position, the Help Desk Technician is the first line of IT support for CCD students, faculty and staff, providing a combination of customer support and technical assistance. They diagnose and resolve technical hardware and software issues. The Help Desk Technician has a strong focus on first call resolution and handle desktop support problems that can be resolved remotely. Technicians will escalate issues that extend beyond Tier 1 span of control. The Help Desk technician will also provide how-to instructions to end-users.

The position will remain open until filled, with priority consideration given to applications submitted by December 16th, 2024.

PRIMARY DUTIES

• Respond to requests for technical assistance in person, via phone, chat or email
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Follow up with users to ensure complete resolution of issues
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Inform management of recurring problems
• Stay current with system information, changes and updates

Other duties as assigned.

MINIMUM QUALIFICATIONS: 

Education: (Required/Minimum) 

• Associate degree in computer science or related discipline
• 1 year experience in customer service role
• Advanced computer proficiency

Experience: (Required/Minimum)

• General awareness of computer systems, PC repair, and network management
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability deploy, configure, and support operating systems on desktop and mobile
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
• Keen attention to detail.
• Ability to stay calm in stressful situations.

Education: (Preferred)

• Bachelor’s degree

• CompTIA A+ Computer Troubleshooting Certification

Our campus is located in downtown Denver, adjacent to two light rail stations, and just minutes away from shopping, restaurants, and event venues.  When you visit our campus, it will be immediately evident that our faculty, staff, and instructors are passionate about serving our diverse student population. At CCD our passion is to help others, and we offer career pathways that will make a difference in the lives of our students.  

If you are interested in sharing our passion for student success, CCD offers generous medical, dental, vision, life, and retirement options. We also offer the opportunity to expand your education, and those of your dependents, through our tuition reimbursement program. 

CCD is a Learning College where policies, programs and practices support learning as the major priority. The Community College of Denver is an Equal Employment Opportunity Educational Employer.   

Background checks will be conducted on all finalists for employment consideration.

CCD recognizes that administration, faculty, instructors, and staff reflect the diversity of its students and community and prohibits employment and student discrimination based on race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

For a complete review of the benefits we offer, please click on the following link:

https://drive.google.com/file/d/1COuMZUvUnWuK9uoXKd1EOyFLhlJzG0G-/view?usp=sharing

SELECTION PROCESS

Preliminary screening will be made on the basis of completed application packet submitted by candidate.  Completed application packet includes: a letter of interest of no more than five pages, addressing in general the items under "Primary Duties" and specifically each item under “Minimum Qualifications”; an online application; resume; and transcripts.  All candidates, including current Community College of Denver

employees must submit a complete application packet which includes all material listed above.    

Only completed application packets will move forward for screening.  Please review the job duties and minimum requirements carefully. Meeting the minimum qualifications for a particular position does not assure the applicant an interview.  Selected applicants will be invited by the screening committee for interviews. All application materials become the property of Community College of Denver and cannot be copied.  

APPLICATION PROCEDURES:  

Interested applicants must submit a complete application packet at https://www.schooljobs.com/careers/ccd which includes:

1. Electronic Application, Click ‘New Resume’ at the bottom of this page
2. Cover Letter
3. Resume
4. References - Names, phone numbers, addresses, & email addresses of three professional references
5. Copies of transcripts, unofficial preferred 
6. Copies of appropriate credentials, if applicable 

**All included attachments should be saved with the following nomenclature:  Last name, First name Document; for example Doe, John Resume; Doe, Jane Transcripts

***Your resume should clearly indicate how you meet the minimum qualifications.  Those applicants that do not meet the minimum qualifications will not be considered.   Part-time experience is ½ the equivalent of full-time experience. Example:  Four (4) years applicable part-time experience equals 2 years full-time equivalency.

For information regarding Community College of Denver Security, including crime statistics for the campus and surrounding area, please see the CCD Campus Security website under “student’s right to know”: CCD.edu/Safety. For a hard copy report please contact 303-352-3042.