Help Desk Technician

Salary: $4,267.00 – $5,398.00 Monthly
Job Type: Full
Job Number: 20230315
Closing: 4/9/2023 12:00 PM Pacific
Location: Merced, CA

Range 21
40 hours/week
12 months/year

Interviews are
tentatively scheduled for the week of 4/25/23

Merced College is a midsized community college located in California’s Central Valley.
Incorporated in 1889, Merced offers historical sites, affordable housing, and access to the Bay Area and Sacramento, and is the Gateway to
Yosemite National Park and the Sierra mountains as well as home to the University of California Merced campus. Our tree-shaded growing
community of just over 80,000 includes multiple biking and walking trails as well as access to several lakes – large and small – throughout
the county. The college is currently in a time of exciting innovation.

As part of the Information Technology Services
Department, the role of the Helpdesk Technician is to provide technical support for both instructional and non-instructional areas. Such
responsibilities include, but are not limited to, providing technical assistance and support for requests and issues related to computers
systems, software and hardware utilizing various tools and systems, performing diagnostics to resolve problems, scheduling and delivery of
assets, data entry, creation of various reports, and working with other team members on department projects and district endeavors. If you
are a team player, enjoys a fast-paced environment, and passionate about technology and how it can help our students succeed, we encourage
you to apply and become part of the ITS team!

Merced College Vision
Merced College will provide
transformative and empowering educational experiences to meet student and community needs.

Merced College

Growing our community through education and workforce training:

  • lifelong learning
  • basic
  • career technical education
  • transfer
  • degree/certificate programs

Ensuring student success through
equitable access, continuous quality improvement, institutional effectiveness, and student achievement.


Under general direction, the Helpdesk Technician provides support services to the user community of
District-supported computer systems, software, and hardware. Incumbents assist with problem identification and resolution by assisting
end-users as the first level of support, or they determine escalation priority to the appropriate Information Technology Services

Examples of Duties
Essential Functions:

  • Monitor, acknowledge and document Help
    Desk related phone calls, emails, and user-generated requests to ensure technical issues are identified and routed
  • Communicate with ITS support staff regarding technical issues or requests and provide necessary
  • Assist in utilizing and maintaining the Help Desk Database as well as data entry into various database and electronic
  • Provide minor troubleshooting of hardware and network related issues, as well as, assist in basic software installation,
    configuration, troubleshooting. Assist users in identifying and resolving problems
  • Attend and participate in district-wide,
    departmental meetings and committees to discuss technology-related issues and gather/convey information
  • Advise users on the
    effective use of software to meet their department needs
  • Assist with training documentation
  • Assist with tracking and
    maintaining technical libraries
  • Develop knowledge and technical skills continuously to keep up with technology
  • Other related
    duties as assigned

Knowledge of:

  • Computer and network terminology
  • Operational
    characteristics of computer equipment and peripheral equipment
  • Operational characteristics of computer operating
  • Operational characteristics of computer software applications such as word processors, spreadsheet applications, database
    applications, presentation applications, web applications, and various educational applications
  • Methods and techniques used in the
    installation and troubleshooting of software applications on computers in a network environment


  • Communicate clearly and concisely, both orally and in writing
  • Solve practical problems using analytical and
    research skills
  • Provide support and respond to requests and inquiries from users regarding computer equipment, software
    applications, and resource scheduling
  • Establish and maintain effective working relationships with those contacted in the course of
  • Operate computers and peripheral equipment, diagnose technical issues, query databases, technical manuals and utilize web
    resources as needed
  • Demonstrate sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability,
    gender identity, sexual orientation, and ethnic backgrounds of community college students

Typical Qualifications


  • Associate’s degree OR
  • High School diploma OR GED
    AND three (3) years applicable experience OR
  • the equivalent education and
  • Sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual
    orientation, and ethnic backgrounds of community college students


The conditions herein are representative of those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job

Environment: Work is performed primarily in an office environment with some travel to
different sites; incumbents may be required to work extended hours, including evenings and weekends.


  • Ability to work at a desk, conference table or in meetings of various
  • Ability to hear and understand speech at normal levels
  • Ability to communicate so others will be able to
    clearly understand normal conversation
  • Ability to read printed matter and computer screens
  • Ability to stand or sit for
    prolonged periods of time
  • Ability to bend and twist, stoop, kneel, crawl, push, pull
  • Ability to lift, carry, push, and/or
    pull moderate to heavy amounts of weight
  • Ability to operate office equipment requiring repetitive hand movement and fine
    coordination including use of a computer keyboard
  • Ability to reach in all directions

Vision: See
in the normal visual range with or without correction.

Hearing: Hear in the normal audio range with
or without correction

Supplemental Information

How to Apply:

  1. Submit a
    complete application by the closing date/time on the Merced College career pages at

Required Documentation:

  1. Letter of interest addressing your qualifications for the position (cover letter)
  2. Resume
  3. List of three
    professional references (no reference letters permitted)
  4. Legible unofficial college transcripts (undergraduate and graduate);
    transcripts must include the degree major and date the institution granted the degree; official copies are not required
    unless applicant is hired

If Applicable:

  1. Foreign transcripts must
    include a U.S. evaluation and translation completed by an approved organization per the State of California Commission on Teacher
  2. Equivalency Review Form
    (Required for applicants who do not possess the stated minimum educational qualifications and are seeking consideration on
    the basis of equivalency)

Only the required
documentation as listed above will be accepted for this recruitment. Any additional documentation will be removed from your application

Interview Information:

Those applicants deemed highly qualified for the position
will be invited to appear for oral interviews before a screening committee. A limited number of candidates will be invited to interviews.

Employee Benefits:

Health benefits for the employee and all their eligible dependents cost employee’s
only $12 per month and provide access to PPO medical coverage, PPO dental coverage, VSP Vision coverage, and more! Please visit our Merced College Benefits
for more details about our incredible employee benefits. In addition, sick leave and retirement benefits are
also provided.

Condition of Employment:

The selected candidate must be fingerprinted and
tested for tuberculosis at his/her own expense prior to the start of employment. In compliance with the Immigration Reform Act of 1986, all
new employees are required to verify their identity and the right to work in the United States. Merced College does not sponsor visas. All
offers of employment are subject to approval by the Board of Trustees. The applicant must be able to perform the essential functions of the
position with or without reasonable accommodations.

Individuals with disabilities may request any needed accommodation to
participate in the application process. Please submit your request with your application to the Human Resources Office.

Merced Community College District is an Equal Opportunity Employer

To apply, visit

An Equal Opportunity Employer actively seeking applications from racial/ethnic minorities, women and persons with disabilities.

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