Salary : $32,069.00 – $34,713.00 Annually
Location : El Paso, TX
Job Type: Full time – Regular
Job Number: 2023061
Division: VP Information Technology CIO
Department: IT Support Services
Opening Date: 06/09/2023
Closing Date: 6/23/2023 11:59 PM Mountain
Employee Classification: Classified Staff
Position Grade: D
Job Summary
Serve as the primary customer service/telephone liaison for end users regarding accounts, software, hardware, or other technical problems with the District’s information system.
Essential Functions
Provide technical support to users by researching and answering questions, troubleshooting problems, and guiding customers through corrective steps.
Provide recommendations to improve the servicing district portal system by identifying system issues. Assist customers in accessing helpful resources or direct them to the appropriate department(s) when needed.
Maintain accurate records of customer interactions and recurring technical issues by organizing work requests and making them readily available on the department’s calling log.
Receive and process technical and non-technical requests. Function as the single point-of-contact for all service requests directed to Information Technology (IT).
Recommend or perform basic remedial action to correct technical problems based on knowledge of system operation. Refer complex technical problems to service personnel for correction via the work request portal.
Work closely with the IT support team to resolve problems promptly and follow up with customers as needed to ensure issues are resolved.
Perform other duties as assigned.
Qualifications
Required Qualifications:
1. Associate’s Degree or equivalent and three (3) years of related experience or an equivalent combination of education and experience which demonstrates possession of the required knowledge, skills, and abilities.
NOTE: A copy of the transcript reflecting this required education MUST be submitted for consideration and reflect completed coursework and degrees conferred. The candidate must be fully qualified for the position at the time of application.
2. Ability to diagnose technical problems with hardware and software.
3. Strong interpersonal skills.
4. Ability to communicate effectively both orally and written.
5. Ability to troubleshoot and resolve problems.
6. Ability to research and find solutions.
Special Conditions:
1. This is a security-sensitive position as defined under the Texas Education Code, Section 51.215; the successful applicant will be required to undergo a criminal background check, as permitted and/or required by applicable law, and in accordance with the College’s policies and procedures.
Other Requirements
Individuals desiring consideration MUST complete and submit an EPCC Application for Employment on-line by the announced deadline.
COPIES OF ACADEMIC TRANSCRIPTS MUST BE uploaded with the application. CURRENT EMPLOYEES ARE ALSO REQUIRED TO UPLOAD THEIR TRANSCRIPTS WITH EACH SUBMITTED APPLICATION; TRANSCRIPTS IN PERSONNEL FILES CANNOT BE ACCESSED BY EVALUATORS FOR THIS PURPOSE. Only documents stating ‘Transcript’ or ‘Unofficial Transcript’ will be accepted. Other documents (Degree Audit, Degree Summary, Program Summary, etc.), uploaded in lieu of transcripts will not be accepted.
If you are unable to attach your transcripts to your application, please mail your transcripts to El Paso Community College, Employment Services, P.O. Box 20500, El Paso, TX 79998. Mailed documents MUST include the position title and posting number for this position vacancy.
A letter of application, resume, letters of recommendation, and other supporting documents are optional but highly encouraged and may be submitted on-line with the application form or forwarded to the Human Resources Department at El Paso Community College, Employment Services, P.O. Box 20500, El Paso, TX 79998. Mailed documents must be received by the application deadline. Documents received after the application deadline will not be accepted.
Copies of transcripts must reflect completed coursework and conferred degrees. All academic coursework and degrees must be from an accredited college or university or be certified by an acceptable agency that the institution is recognized by the appropriate governmental agency in its home country (this is generally stated in the degree evaluation).
Transcripts issued in a language other than English must be accompanied by a full translation (word for word) by a current member of the National Association of Credential Evaluation Services (NACES). Additionally, each foreign transcript must be evaluated for equivalency to United States accredited coursework.
Applications containing foreign transcripts that are not accompanied with the above required documentation will not be considered.
In accordance with federal law and as a condition of employment, the successful candidate must furnish documentation verifying employment authorization eligibility and identity before being employed.
The El Paso County Community College district is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, gender, age, disability, veteran status, sexual orientation, or gender identity.
Physical Requirements:
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to handle or feel. The employee occasionally lifts or moves up to 10 pounds. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Full-Time Staff Positions:
The College offers a highly competitive compensation program, a benefits package including retirement, health/life/dental insurance, staff scholarship, tuition reimbursement, vacation, and sick leave accrual plan.
Full-Time Faculty Positions:
The College offers a highly competitive compensation program, a benefits package including retirement, health/life/dental insurance, staff scholarship, tuition reimbursement, and sick leave accrual plan.