SCOPE OF RESPONSIBILITY Incumbent's scope involves a moderate degree of complexity with a wide diversity of work situations. They determine their own practices and procedures as well as contribute to the development of new concepts. Their decisions have on-going implications for the management and operations of a division as well as the overall strategy and direction of the entire organization.
Incumbent deals with moderately varied, complex, and often non-recurring problems that require novel and creative approaches to resolution where new concepts and approaches may have to be developed. They set their own goals and determine how to accomplish defined results with few or no guidelines to follow, although past practices may exist. Their supervisor/manager provides broad guidance and overall direction.
Incumbent has partial accountability for long-range operational and strategic planning with a low level operating budgetary authority.
The position is supervisory in nature and must display a high level of frequent and confidential communication with staff and contacts made inside and outside of Clackamas Community College.
ESSENTIAL JOB FUNCTIONS: Supervision
1. Coordinate the work of Service Desk Technicians, and student workers, and provide input and guidance as needed. Effectively recommend solutions to respond to employee concerns and complaints. 2. Oversee the scheduling and flow of work for the technicians. Review and approve work time, vacation requests, and summer schedule. Complete performance evaluations when due. 3. Participate in the screening and interview/selection of new employees as needed for the Service Desk. 4. Develop and administer staff/faculty training documentation and training materials as applicable. Provide one-on-one end-user training when required.
User Services Operations 1. Troubleshoot, evaluate, document, and prioritize escalation of TIER 2 to TIER 3 requests from Service Desk technicians before allowing them to be escalated. Coordinate escalated, TIER 3 issues that cannot be resolved by Service Desk by working with the appropriate TIER 3 resource (Systems Engineer, Network Engineer, or Developer). 2. Create and maintain service level agreements (SLAs) and the Service Desk Catalog. Analyze and track statistical information of service desk tickets and actions, and present monthly reports detailing the type and number of tickets for various Clackamas Community College (CCC) departments. Compile written reports for the purpose of annual budgeting and resource planning. Proactively, identifies and recommends modifications to service levels or changes in workflow/processes. 3. Coordinate implementation of workstation/laptop, upgrades, updates, patches, and fixes to assure optimal system performance, data integrity, and reliability. 4. Advise the CIO regarding changes or enhancements that will improve operations, such as new hardware/software, and assists in establishing new policies and procedures for operations. 5. Communicate effectively with, and advise all ITS management, to ensure college goals and needs are met. Support and provide input to the ITS division's strategic initiatives
User Service Relations 1. Respond to escalated service concerns to resolve and identify actions required to avoid reoccurrence. 2. Serve as a partner to areas supported to ensure customer service delivery. Work with department managers or leads to collaborate on upcoming needs or direction. Monitor overall service delivery and follows up within ITS for any identified areas of concern. 3. Build and maintain collaborative working relationships with college employees, students, community members, and district-wide constituencies as appropriate. Contribute to creating and maintaining a positive work environment. Attend meetings and actively participate on committees. 4. Actively participate in college initiatives to ensure team involvement and representation in strategic planning, institutional activities, and targeted tasks as well as all other visioning and planning opportunities.
AUXILIARY JOB FUNCTIONS: Think outside of the box, and support a climate of innovation and improved services for students, staff and the college community. Utilize existing department technology to maximize efficiency and advocate for the continuing expansion of department technology within fiscal constraints. Adhere to all college policies and implement best practices for all services, supported by sound internal control procedures. Maintain safeguards around confidential and/or sensitive data, files, and documents.
Qualifications The education and/or work experience sections of your online application form must demonstrate that you meet all of the following Minimum Qualifications. The information on the cover letter/resume will not substitute for the completed application.
MINIMUM/MANDATORY EDUCATION AND EXPERIENCE REQUIREMENTS: A combination of education and experience equivalent to a Bachelor's Degree in computer science, business administration, management information systems or other related field; At least two years of helpdesk technician experience; At least five years of full-time supervisory experience in an area of computer and/or network systems.
KNOWLEDGE: Knowledge and experience in providing positive leadership and supervision of both people and programs. Knowledge of general business operations, processes, and procedures. Knowledge of supervisory principles and practices. Thorough knowledge of help desk/service desk systems. Knowledge of applicable federal, state, and local laws, regulations and statutes.
SKILLS: Skill in the use of personal computers, E-mail, and Microsoft Office suite. Excellent computer skills in college-specific computer programs. Skills in phone system and standard use of office equipment. Collaborative decision-making skills. Well-developed oral/written communication skills, as well as great technical skills, and the ability to present and exchange technical information with other technicians, or non-technical customers.
ABILITIES: Ability to establish and maintain an effective working relationship with students, staff, other agencies, and the general public; exceptionally strong customer service skills are essential. Ability to translate technical issues and ideas into non-technical language that is understandable by all levels of management and customers. Ability to set clear guidelines, model expected office professional behaviors, and establish and maintain clear methods for reporting inappropriate actions. Ability to collaborate and work as part of a team, and as a leader, and must manage time effectively. Ability to analyze problems, interpret data, develop and execute data driven solutions. Ability to read and interpret policies, regulations, and laws as they relate to this job. Ability to maintain a high degree of discretion when dealing with confidential information. Demonstrate commitment to philosophy and mission of a comprehensive community college.
SPECIAL REQUIREMENTS/LICENSES: Valid Driver's License may be required. Prefer an A+ and/or Network + certification
DESIRABLE REQUIREMENTS: Demonstrates knowledge of help desk/service desk systems, phone systems, and skill in the use of personal computers, E-mail, and Microsoft Office suite. Demonstrates the ability to translate technical issues and ideas into non-technical language that is understandable by all levels of management and customers. Demonstrates ability to provide positive leadership and supervision of both people and programs. Demonstrates knowledge of general business operations and supervisory principles and practices. Demonstrates ability to establish and maintain effective working relationships and to work as part of a team.
Other Job Elements The physical demands listed below represent those that must be met by an incumbent to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.
PHYSICAL DEMANDS OF POSITION: While performing the duties of this position, the employee is frequently required to sit, stand, bend, kneel, stoop, communicate, reach and manipulate objects. The position requires mobility. Duties involve moving materials weighing up to 5 pounds on a regular basis such as computer equipment, etc., and may infrequently require moving materials weighing up to 60 pounds. Manual dexterity and coordination are required more than 50% of the work period while operating equipment such as computer keyboard, calculator, and standard office equipment.
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORKING CONDITIONS: Usual office working conditions. The noise level in the work area is typical of most office environments with telephones, personal interruptions, and background noises.
SUPERVISORY RESPONSIBILITIES: Responsible for the direct supervision of over 6 but seldom more than 10 full-time and part-time employees. May provide training and orientation to other newly assigned personnel, and may assign work to student workers.
SUPERVISION RECEIVED: Reports to the CIO. Additional Information Clackamas Community College is a diverse community that provides equal opportunity in employment, activities, and its programs.It is the policy of the Clackamas Community College and its Board that there will be no discrimination or harassment in any educations programs, activities or employment on the grounds of race, color, religion, ethnicity, use of native language, national origin, sex, sexual orientation, marital status, disability, veteran status, age, genetic information or any other status protected under applicable federal, state or local laws.
The College also prohibits retaliation against an individual for engaging in activity protected under this policy, and interfering with rights or privileges granted under anti-discrimination laws.
Persons having questions about equal opportunity and nondiscrimination should contact the dean of Human Resources for Clackamas Community College in Barlow Hall at the Oregon City campus, 503-594-3300. Please note the following areas of responsibility, should you need relevant resources or information: Section 504 Coordinator, Disability Coordinator, Oregon City campus, 503-594-3181; Title II Coordinator, Associate Dean, Oregon City campus, 503-594-3392; Title IX Coordinator, Dean, Human Resources, Oregon City campus, 503-594-3300.
ADDITIONAL POSTING INSTRUCTIONS: To apply for this position, you must submit: Completed online application Cover letter explaining your experience as it relates to your work as a service desk technician and supervisory experience in the area of computer and/or network systems. Current Resume or Curriculum Vitae Completed responses to the Supplemental Questions
Upon hire, candidate will be required to provide official transcripts for degrees earned, if applicable.
SUPPLEMENTAL INFORMATION: CCC only accepts applications through this online application system. We want you to be successful in applying with us. We highly encourage you to complete and submit your application in advance of the deadline.
For assistance with this, please email firstname.lastname@example.org. For technical assistance with your application, please call (855) 524-5627.
Please note: This is initially a self-screening system. We recognize that our application process can be lengthy, so before you begin, please read all of the stated requirements to determine if you meet them. Applicants must meet all of the stated minimum/special qualifications and additional requirements to be considered for this position. Based on your responses to the qualifying questions, the system may automatically screen you out from further consideration.
Required documents must be provided at the time of application. Please remove any personal information such as photographs, date of birth, gender, social security number, and other protected information from your documents. Documents containing protected information will be considered incomplete. Incomplete applications will not be considered.
Positions are subject to budget consideration and approval. For the candidate who is hired into this position, salary placement will be based on guidelines in the handbook or association agreement (as applicable) to assess education and experience. For this reason, please be sure to include everything in your application that you want the college to consider towards placement.
Clackamas Community College participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. This information is kept completely confidential, is obtained only after a candidate is hired, and will not be used to pre-screen any job applicant.
The college does not sponsor employees in the visa application process if they intend to use this as their means to work in the United States. This means that all required work visas must be in place and supported by appropriate evidence to be employed by Clackamas.
REASONABLE ACCOMMODATION STATEMENT: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
This job description is a general description of essential job functions. It is not intended as an employment contract nor is it intended to describe all responsibilities, skills, effort, or work conditions associated with the job someone in this position would perform. All employees of Clackamas Community College are expected to perform tasks as assigned by Clackamas Community College supervisory/management personnel regardless of job title or routine job duties.
VETERAN'S PREFERENCE STATEMENT: Applicants are eligible to use Veteran's Preference when applying with Clackamas Community College in accordance with ORS 408.225, 408.230 and 408.235; and OAR 105-040-0010 and 105-040-0015. Preference will only be given if the applicant meets the minimum qualifications and any special qualifications for the position and electronically attach the required documentation at the time of application.
DOCUMENTS REQUIRED: MEMBER COPY 4 of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215) – OR – Letter from the US Dept. of Veterans Affairs indicating a non-service connected pension. Disabled Veterans must also submit a copy of their Veterans disability preference letter from the Department of Veterans Affairs. You can request copies of your military service record through the National Archives website at: http://www.archives.gov/veterans/military-service-records/
Clackamas Community College is a values-driven organization serving over 35,000 students (over 8000 FTE). Recognized for its committed, supportive faculty and staff, CCC offers classes and services at three active campuses – the Oregon City campus, the Harmony Community Campus in North Clackamas, and the Wilsonville campus. Our district also includes extension sites located in the towns of Canby a...nd Molalla, where CCC offers English as a Second Language, GED in Spanish, computer science and a variety of community education classes.