Position TitleIT Support Technician II
DepartmentITS DIST (DEPT)
Percentage of Full Time100%
FLSANon-Exempt (accrues overtime)
Months per Year12
Min Salary$70,044 (annual)
Max Salary$89,496 (annual)
Position TypeClassified Positions
Who We Are
The San Mateo County Community District is committed to achieving educational equity for all students. As outlined in the District’s Strategic Plan, “success, equity, and social justice for our students are longstanding goals.” The District’s “Students First” Strategic Plan is focused on “Student Success, Equity and Social Justice.” We provide students with a rich and dynamic learning experience that embraces differences — emphasizing collaboration and engaging students in and out of the classroom, encouraging them to realize their goals, and to become global citizens and socially responsible leaders. When you join our team at San Mateo County Community College District, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, classified staff, administration, students and community partners.
The College and the District
The San Mateo County Community College District is home to Cañada College, College of San Mateo, and Skyline College. All three of our colleges are designated as Hispanic Serving Institutions enrolling approximately 33,000 students each academic year. San Mateo County Community College District has a diverse student population that is a reflection of the communities that it serves. Detailed information about the student population, including data related to student success, can be found on the San Mateo County Community College District’s Educational Services & Planning website.
Who We Want
We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders, abilities and orientations. Therefore, we prioritize applicants who demonstrate they understand the benefits diversity brings to a professional educational community. The successful candidate will be an equity-minded individual committed to collaborating with faculty, classified staff, administration, students and community partners who are also committed to closing equity gaps. The San Mateo County Community College District seeks employees who value mentorship and working in a collegial, collaborative environment, guided by a commitment to helping all students achieve their educational goals.
Under direction of the Director of Technical Support Services, the IT Support Technician II works as a member of the District-wide technology support team to provide information technology support to the administrative and instructional users throughout the District. An IT Support Technician II provides support to faculty, staff, and students on various computer platforms, networks, and applications. The IT Support Technician II performs technical work involving troubleshooting with the support of other members of the technology support team. The work involves a variety of technologies and actions, including: installation, operation, configuration, repair, modification, and support of computers, electronic components, audio/video/multimedia equipment, software applications, desktop applications, some network servers supporting instructional programs, and other equipment.
Public contact is extensive and includes ITS department staff, other support team members, faculty, staff, students, technology vendors, and suppliers for the purpose of determining and resolving technology problems, planning upgrades, or making improvements. A high degree of independent judgment is required to resolve frequent minor and occasional major problems that occur. Consequences of errors in judgment could be costly in terms of equipment damage, loss of staff time, financial loss, and negative customer relations; however, supervisory controls and the ability to rely on the assistance of other members of the technology support team will reduce the risk of serious errors. An IT Support Technician II leads the work of IT Support Tech I’s, student assistants, and other staff as assigned.
Duties and Responsibilities
The duties below are representative of the duties of the classification and are not intended to cover all of the duties performed by the incumbent(s) of any particular position. The omission of specific statements of duties does not exclude them from the position if the scope of work is similar, related, or a logical assignment to this classification.
1. Performs technical work involving the District-wide installation, configuration, modification, and maintenance of desktop computer hardware, instructional servers, group policies, and other high end software applications, networking, audio/video equipment, and local area networks
2. Uses diagnostic equipment to test, adjust, modify, and repair electronic equipment
3. Assists with the setup, upgrade, or maintenance of large instructional lab deployments
4. Troubleshoots and corrects hardware problems; reports equipment problems or failures and provides necessary documentation; coordinates repair services with external contractors; makes recommendations for improving the life/continued usefulness of existing equipment; provides basic support, including repairs and purchases for audio and video equipment/services
5. Uses the Help Center system to track and monitor work orders and service requests and sets work priorities based on severity and impact, providing responsive and effective support services at all District locations
6. Develops and maintains technical documentation where needed to provide reference for other staff, operational instructions for more complicated configurations, lab situations, or for other purposes
7. Communicates with the Director of Technical Support Services, faculty, staff, and the other technology support team members regarding work orders, work in progress, and/or support requirements related to the reliable advanced operation of all District desktop computer systems, instructional servers, audio/video capabilities, network services, considerations related to workload and service priorities, equipment supply and storage, planning the purchase of new and upgraded equipment, modifications/renovations and improvements to facilities, responding to customer requests and project timelines, and other matters
8. Provides support to appropriate ITS staff to administer, maintain, and operate local area networks on each campus and also the wide-area network when necessary and to provide technical support services to faculty, staff, and students for technologies serving the administrative and instructional needs of the District
9. Assists staff in the planning, purchasing, and installation of new hardware and software
10. Supports team members in the installation and maintenance of virtual desktop infrastructure (VDI) environment District-wide
11. Performs other duties as assigned
• A combination of education and experience equivalent to formal training in the use of computer hardware, systems software, desktop applications, audio visual/multimedia and supporting equipment, and a variety of network topologies using a combination of protocols
• Successful work experience that has included determination, isolation and resolution of problems in computer systems or audio visual equipment, the installation, configuration and modification of a variety of operating systems on both desktop workstations and servers including all versions of Windows, MacOS, Unix and others
• Experience installing drivers and software application programs, installing, configuring, troubleshooting, and maintaining local area networks and network applications
• Extensive knowledge of Microsoft and Macintosh operating systems and hardware
• Experience preparing procedures and documentation for use by faculty, staff, and students
• Experience leading the work of others
• Demonstrated skill in multi-tasking and prioritizing workloads with similar deadlines
• Experience providing assistance in planning, designing and implementing technology-related additions, renovations, remodeling or facilities improvements
• Demonstrated cultural competence, sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff
• Possession of a valid California Driver’s License (or the ability to obtain one) and the ability to drive a motor vehicle to off-site or other locations are required
Knowledge, Skills and Abilities
1. Knowledge of Macintosh and PC computer hardware, Server Operating systems, Windows Group Policies, Linux server Operating System, software, imaging concepts, computer networks and wireless networking
2. Knowledge and ability in the area of Windows Group Policies in a domain environment. Ability to create, edit, maintain and upgrade as needed to provide support instruction
3. Skill in the detection and correction of malfunctions in computer systems, servers, and installation of PC, Macintosh, and Linux operating systems and desktop/instructional software applications
4. Ability to solve technical problems
5. Skill in respectful, tactful and sensitive interaction with people who are diverse in their academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds
6. Skill in installing, configuring, modifying, and optimizing performance and problem determination and resolution with servers located in instructional labs
7. Skill in the use of a variety of computer software to prepare procedures, documentation, and reports for use by others as required
This classification requires sitting or standing for prolonged periods of time; dexterity of hands and fingers to operate a computer keyboard, touch screen and mouse; use of hand tools such as screw drivers, pliers, etc.; ability to lift equipment up to 40 pounds; ability to crawl on the floor, work under desks and in tight places; ability to climb ladders; use of a cellular telephone that may be issued by the District or provided by the employee who will receive a monthly District stipend to cover work use.
Benefits include paid holidays, vacation and sick leave. The District pays all or a portion of monthly medical plan premiums (depending on the coverage) and pays all of the monthly dental and vision plan premiums for employees and eligible dependents. Additional paid benefits include life insurance, salary continuance insurance, and an Employee Assistance Program. Classified employees participate in the Public Employees’ Retirement System, a defined-benefit retirement plan through the State of California. Optional tax-deferred 403(b) and 457 retirement plans are also available.
First Review Date10/28/2020
Open Until FilledYes
Special Instructions Summary
Required Application Materials
All applicants are required to submit:
1. A completed online District application form (go to https://jobs.smccd.edu to complete the application and to apply for this position).
2. A resume that details all relevant education, training, and other work experience.
3. A cover letter of no more than 3 pages that addresses the applicant’s cultural competence, sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff as well as the applicant’s qualifications as they relate to the requirements, knowledge, skills, and abilities listed in this announcement.
Candidates for interview will be selected from among those who most closely meet the requirements and knowledge, skills and abilities. Meeting the minimum qualifications does not guarantee an interview. As part of the interview process, candidates may be asked to demonstrate job-related knowledge and skills.
For questions related to this posting, please contact:
SMCCCD Office of Human Resources
3401 CSM Drive, San Mateo, CA 94402
Tel.: (650) 574-6555
Web Page: www.smccd.edu/hr
Conditions of Employment
Prior to employment, the selected candidate will be required to complete the following:
1. Submit official transcripts (applies to all faculty or educational administrative positions)
In addition to background checks, the District may review publicly available information about a candidate on the Internet. If a candidate is aware of incorrect or inaccurate information that is available on the Internet, the candidate is welcome to address such an issue with the Office of Human Resources.
2. Submit verifications of prior employment
3. Satisfactory references
4. Successfully being cleared for employment through the background checking process
5. Present original documents for proof of eligibility to work in the United States
6. Approval of your employment by the SMCCCD Board of Trustees
7. Provide a certificate of Tuberculosis exam for initial employment.
8. Have fingerprints taken by a Live Scan computer (Clearance must be received prior to first day of employment). Please note that the California Education Code requires, in part, that community college districts shall not employ or retain in employment persons in public school service who have been convicted of certain felonies, a misdemeanor drug charge (including alcohol offenses) or misdemeanor moral turpitude (sexual offense) crime. However, consideration may be given to those whose drug convictions occurred more than five years ago. A conviction for other crimes may not necessarily disqualify you from the job for which you may be applying.
The San Mateo County Community College District is an Equal Opportunity Employer that seeks to employ individuals who represent the rich diversity of cultures, language groups, and abilities of its surrounding communities.
Applicants who have disabilities may request that special accommodations be made in order to complete the selection process. Accommodation request forms and a copy of the Americans with Disabilities Act applicant procedures are available in the Office of Human Resources.
Annual Security Report
San Mateo County Community College District’s (SMCCCD) 2019 Annual Security Report (ASR), required by the Clery Act, includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings owned or controlled by SMCCCD; and on public property within, or immediately adjacent to and accessible from SMCCCD. Our 2019 Annual Security Report also outlines various campus safety and security policies, such as those concerning crime reporting, prevention and response to sexual and gender violence, alcohol and drug use, crime prevention, emergency response and evacuation procedures, and other matters. The 2019 Annual Security Report also includes important tips to help every member of the community remain safe and avoid becoming a victim of crime. The 2019 Annual Security Report is now available. You can also obtain a copy of this report by contacting the Department of Public Safety at the District Office or any of the three Campuses (650) 738-7000.