What are the responsibilities and job description for the Support 2, Information Technology Help Desk (Temporary/Part-time) position at Pima Community College?
Position Title: Support 2, Information Technology Help Desk (Temporary, Part-Time, up to 19.5 hours a week)Department: Northwest Campus - LMS & eLearning QualityRate of Pay: $20.24/hourClosed Date: April 10, 2025; 5:00 PM Arizona Time Position Summary:The Information Technology Help Desk Support 2 performs skilled technical support work for the college’s Learning Management System (LMS) and integrated instructional technologies. Troubleshoots LMS-related software issues, assists with user access and system functionality, and supports faculty and staff in resolving LMS-related problems. Coordinates with central IT on system integrations and updates as needed.Some evening or weekend work hours may occur.Duties and Responsibilities:
- Provides information, guidance and direction to College employees on technology systems, techniques, applications, utilities, operation, and uses of computer hardware, software and other related equipment
- Delivers direction on processes and procedures; schedules activities; and monitors workflow.
- Provides functional support for LMS tools, plug-ins, and third-party instructional technology platforms; assists users with access, settings, and configuration to ensure optimal course delivery
- Utilizes administrative tools within the LMS and related platforms to manage user roles, troubleshoot issues, and support instructional continuity.t.
- Supports LMS operations including user access, system configuration, and coordination of updates and maintenance with central IT
- Coordinates with vendors and internal teams for technical support on LMS tools and third-party integrations
- Works with staff and other College departments to develop and document methods and processes in an effort to improve product quality and client satisfaction. Maintains records of work activities and documents recurring, difficult or complex problems
- Responds to phone calls, emails, and in person requests for any I.T. related assistance and problem solves for a quick resolution
- Compiles data, prepares and reviews a variety of reports; identifies trends; recommends solutions and resources
- Performs all other duties and responsibilities as assigned or directed by the supervisor
- High school diploma or GED
- One (1) to three (3) years of related experience
- An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above
- Vocational or technical training in Computer Science, Informational Technology, or a closely related field of study
- Skill in troubleshooting and supporting cloud-based instructional technologies, including LMS platforms and integrated tools"
- Familiarity with Learning Management Systems (e.g., Brightspace D2L, Canvas, Blackboard) and educational technology support best practices
- Skill in verbal and written communication with the ability to explain technical concepts to audiences with a wide range of technical skills
- Skill in performing a variety of duties, often changing from one task to another of a different nature
- Skill in positive, productive and flexible customer service
- Ability to work with independently as well as in a team environment
Salary : $20