What are the responsibilities and job description for the IT Support Services II. position at State of Colorado?
Department Information
GJB-000320 02/25; Instructional Technology
The faculty and staff at ACC are passionate about student success. All ACC employees participate as educators striving to create an accessible, inclusive environment that promotes success for students, employees, and the surrounding community.
Why Work at ACC?
EMAIL ADDRESS: All correspondence regarding your status in the selection/examination process will be conducted via e-mail. Please include your current e-mail address on your application and set up your e-mail to accept messages from info@governmentjobs.com and 'cccs.edu' addresses. If you do not have an email address, then you will receive correspondence via US mail.
Description Of Job
This position provides technology support to the ACC community utilizing standard questions to discern the issue and offer basic solutions that are typically found on the knowledgebase and other areas. Support may be provided in-person, via phone, email, or remote assistance software, when appropriate. Receives calls, walk-ins, and emails from faculty, staff and students of ACC concerning all IT needs that can include password changes, review and update work ticket orders. Assists with daily problems such as logging into the network, hardware and software issues, and general questions about the equipment used at ACC. Maintains and monitors helpdesk work order system, enters information into the work ticket system, and escalates tickets as appropriate. Resolves issues and documents solutions in knowledge-base. Uses remote assistance software when appropriate to resolve issues.
Assists with classroom technology , as needed, or requested, with equipment set-up for events which may include, but is not limited to, audio-visual, microphones, hardware connections, sound systems and others a needed per event.
Completes training, certifications, and participates in other professional development opportunities to maintain current knowledge in hardware and software systems. May be required to acquire additional certifications as needed to perform duties. Provides technical training and solutions to the work-study IT staff. Assists the other IT staff by following a standard set of questions with basic solutions that are found on the knowledge-base and other areas. Trains students, faculty, and staff on how to access the systems from both on and off campus.
Assists in installation, maintenance and troubleshooting of all ACC computers including mobile devices and printers. Assists in the installation and troubleshooting of classroom technology equipment. Documents resolution process for common problems and maintains documentation on the knowledgebase. Participates in projects such as computer refresh and asset relocation. Schedules and distributes all repairs through the helpdesk. Logs all calls and provides reports on work flows. Maintains a database of all computers, printers, and their description. Performs other related duties as assigned.
Minimum Qualifications, Substitutions, Conditions Of Employment & Appeal Rights
Class Code & Classification Description:
T1I2XX
IT SUPPORT II
Residency
This posting is only open to residents of the State of Colorado at the time of submitting your application.
Minimum Qualifications
Experience Only:
One year of experience providing IT helpdesk or desktop technical support in a Windows network environment. Excellent customer service skills are necessary. Do not use "SEE RESUME" statements on application; your application must be completed in detail and clearly document your relevant work experience. (Part time experience will be pro-rated).
OR
Education And Experience
A combination of related education, formalized apprenticeship program, certification, and/ relevant experience in an occupation related to the work assigned equal to one (1) year. You must submit a copy of your transcripts with your application in order to be considered. Please redact age-related information on your transcript.
Preferred Qualifications: Please provide a detailed description on your application of your relevant work experience and document examples of your work in relation to the following: Windows operating system experience. Working knowledge of Banner or similar system. Microsoft MCSA certification. Advanced knowledge of a wide range of computer techniques, monitoring data integrity and security of desktops. Experience building global images for desktops and laptops. Knowledge and skill setting up, deploying, developing and managing in an infrastructure of a local area network (LAN). Proven hands-on experience with Audio Visual equipment set-up and troubleshooting. Prior work experience at a community college or other academic environment. Excellent organizational skills. Attention to detail. Strong problem solving skills. Ability to deal with a diverse population with discretion and tact.
Necessary Special Requirements: Must submit to and successfully complete a preemployment background check as a condition of hire. Felony convictions or conviction of crimes of moral turpitude or convictions of misdemeanors related to job duties may disqualify you from consideration for this position. Should your background check reveal any charges and convictions, it is your responsibility to provide ACC Office of Human Resources with an official disposition of the charges. Must have the ability to handle lengthy phone calls while relaying a professional attitude under all working circumstances.
Appeal Rights
An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.
As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director. Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.
For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov/board-rules .
Supplemental Information
This post may be used to fill one or more similar positions in the future.
ACC recognizes the importance of a workforce that is reflective of our diverse student community. As such, we are interested in selecting the best candidate from a diverse applicant pool.
Important Note To Applicants: Former employees of the Colorado Community College System or one of its 13 colleges, who were disciplinary terminated or resigned in lieu of termination, must disclose this information on your completed application.
Comparative Analysis Process: Your employment application will be used to rate your training and experience and to determine your rank among the candidates for this position. Other forms of testing may include eSkill, oral board, written, etc. subject to change based on number of qualified applicants. It is, therefore, very important to fill out the application completely and to give a detailed description of your education and work experience. Your application and attachments should address the described duties, minimum, and preferred qualifications. Be sure your application specifically addresses the requirements as listed in the Minimum Requirements section and that all required documents are included in the application packet (e.g. application, transcripts, licensure, supplemental questionnaire, etc.). Failure to include the required information by the application deadline will result in your rejection from consideration of the position.
Americans with Disabilities Act (ADA) Accommodations: Arapahoe Community College is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Angela Johnson, angela.johnson@arapahoe.edu, 303.797.5715.
Pregnant Worker’s Fairness Act: The Pregnant Worker’s Fairness Act allows applicants to request a reasonable accommodation for known limitations related to pregnancy, childbirth, or related medical conditions. If you require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to Angela Johnson, angela.johnson@arapahoe.edu, 303-797-5715.
Equal Opportunity Employer: The Colorado Community College System believes when all human qualities are regarded with dignity and respect and when everyone has access to the individualized support they need, all will have the opportunity to thrive. In all aspects of the employment process, decisions are made based on merit, competence, performance and business need without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, creed, ancestry, national origin, marital status, genetic information, military status, or any other protected status in accordance with applicable law. Our Accommodations and Non-Discrimination policies, plus other helpful information, can be found publicly at arapahoe.edu/legal.
Address Confidentiality Program: If you are covered by the Address Confidentiality Program as provided by Colorado Revised Statute (CRS) 24-21-201 through 24-21-214, please notify the Human Resources office or analyst listed on this announcement so that you are provided the appropriate time extension for notifications provided by U.S. Mail. The extension allowed under this program applies only to U.S. Mail notifications that include a deadline of 10 days or less.
For information regarding Arapahoe Community College Security, including crime statistics for the campus and surrounding area, please see the ACC Campus Police website under “Campus Safety”: https://www.arapahoe.edu/advising-support/student-support/campus-safety For a hard copy report, please contact the ACC Campus Police Department at 303.797.5800, Campus.Police@arapahoe.edu, or Room M2600 at 5900 South Santa Fe Drive, Littleton, Colorado 80120
FOR CURRENT OR FORMER EMPLOYEES OF THE STATE OF COLORADO:
Per the requirements of the Step Pay Program implemented on July 1, 2024, any State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification’s pay range based on completed years in their current class series as of June 30. All current and former State employees must ensure that your entire work history within the State Classified System, including at Institutions of Higher Education, is indicated in your application so that your time-in-series can be calculated accurately.
GJB-000320 02/25; Instructional Technology
The faculty and staff at ACC are passionate about student success. All ACC employees participate as educators striving to create an accessible, inclusive environment that promotes success for students, employees, and the surrounding community.
Why Work at ACC?
- Benefits - We offer a competitive benefits package, including: health coverage, retirement, paid time off, flexible spending accounts, life insurance, and more.
- Professional Development - We provide professional development and enrichment opportunities for our staff to help them grow personally and professionally through our Center for Professional Enrichment and Human Resources department.
- Tuition Reimbursement - To help our staff develop their skills, we offer a tuition reimbursement program good for courses taken at any of the Community College System colleges.
EMAIL ADDRESS: All correspondence regarding your status in the selection/examination process will be conducted via e-mail. Please include your current e-mail address on your application and set up your e-mail to accept messages from info@governmentjobs.com and 'cccs.edu' addresses. If you do not have an email address, then you will receive correspondence via US mail.
Description Of Job
This position provides technology support to the ACC community utilizing standard questions to discern the issue and offer basic solutions that are typically found on the knowledgebase and other areas. Support may be provided in-person, via phone, email, or remote assistance software, when appropriate. Receives calls, walk-ins, and emails from faculty, staff and students of ACC concerning all IT needs that can include password changes, review and update work ticket orders. Assists with daily problems such as logging into the network, hardware and software issues, and general questions about the equipment used at ACC. Maintains and monitors helpdesk work order system, enters information into the work ticket system, and escalates tickets as appropriate. Resolves issues and documents solutions in knowledge-base. Uses remote assistance software when appropriate to resolve issues.
Assists with classroom technology , as needed, or requested, with equipment set-up for events which may include, but is not limited to, audio-visual, microphones, hardware connections, sound systems and others a needed per event.
Completes training, certifications, and participates in other professional development opportunities to maintain current knowledge in hardware and software systems. May be required to acquire additional certifications as needed to perform duties. Provides technical training and solutions to the work-study IT staff. Assists the other IT staff by following a standard set of questions with basic solutions that are found on the knowledge-base and other areas. Trains students, faculty, and staff on how to access the systems from both on and off campus.
Assists in installation, maintenance and troubleshooting of all ACC computers including mobile devices and printers. Assists in the installation and troubleshooting of classroom technology equipment. Documents resolution process for common problems and maintains documentation on the knowledgebase. Participates in projects such as computer refresh and asset relocation. Schedules and distributes all repairs through the helpdesk. Logs all calls and provides reports on work flows. Maintains a database of all computers, printers, and their description. Performs other related duties as assigned.
Minimum Qualifications, Substitutions, Conditions Of Employment & Appeal Rights
Class Code & Classification Description:
T1I2XX
IT SUPPORT II
Residency
This posting is only open to residents of the State of Colorado at the time of submitting your application.
Minimum Qualifications
Experience Only:
One year of experience providing IT helpdesk or desktop technical support in a Windows network environment. Excellent customer service skills are necessary. Do not use "SEE RESUME" statements on application; your application must be completed in detail and clearly document your relevant work experience. (Part time experience will be pro-rated).
OR
Education And Experience
A combination of related education, formalized apprenticeship program, certification, and/ relevant experience in an occupation related to the work assigned equal to one (1) year. You must submit a copy of your transcripts with your application in order to be considered. Please redact age-related information on your transcript.
Preferred Qualifications: Please provide a detailed description on your application of your relevant work experience and document examples of your work in relation to the following: Windows operating system experience. Working knowledge of Banner or similar system. Microsoft MCSA certification. Advanced knowledge of a wide range of computer techniques, monitoring data integrity and security of desktops. Experience building global images for desktops and laptops. Knowledge and skill setting up, deploying, developing and managing in an infrastructure of a local area network (LAN). Proven hands-on experience with Audio Visual equipment set-up and troubleshooting. Prior work experience at a community college or other academic environment. Excellent organizational skills. Attention to detail. Strong problem solving skills. Ability to deal with a diverse population with discretion and tact.
Necessary Special Requirements: Must submit to and successfully complete a preemployment background check as a condition of hire. Felony convictions or conviction of crimes of moral turpitude or convictions of misdemeanors related to job duties may disqualify you from consideration for this position. Should your background check reveal any charges and convictions, it is your responsibility to provide ACC Office of Human Resources with an official disposition of the charges. Must have the ability to handle lengthy phone calls while relaying a professional attitude under all working circumstances.
Appeal Rights
An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.
As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director. Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.
For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov/board-rules .
Supplemental Information
This post may be used to fill one or more similar positions in the future.
ACC recognizes the importance of a workforce that is reflective of our diverse student community. As such, we are interested in selecting the best candidate from a diverse applicant pool.
Important Note To Applicants: Former employees of the Colorado Community College System or one of its 13 colleges, who were disciplinary terminated or resigned in lieu of termination, must disclose this information on your completed application.
Comparative Analysis Process: Your employment application will be used to rate your training and experience and to determine your rank among the candidates for this position. Other forms of testing may include eSkill, oral board, written, etc. subject to change based on number of qualified applicants. It is, therefore, very important to fill out the application completely and to give a detailed description of your education and work experience. Your application and attachments should address the described duties, minimum, and preferred qualifications. Be sure your application specifically addresses the requirements as listed in the Minimum Requirements section and that all required documents are included in the application packet (e.g. application, transcripts, licensure, supplemental questionnaire, etc.). Failure to include the required information by the application deadline will result in your rejection from consideration of the position.
Americans with Disabilities Act (ADA) Accommodations: Arapahoe Community College is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Angela Johnson, angela.johnson@arapahoe.edu, 303.797.5715.
Pregnant Worker’s Fairness Act: The Pregnant Worker’s Fairness Act allows applicants to request a reasonable accommodation for known limitations related to pregnancy, childbirth, or related medical conditions. If you require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to Angela Johnson, angela.johnson@arapahoe.edu, 303-797-5715.
Equal Opportunity Employer: The Colorado Community College System believes when all human qualities are regarded with dignity and respect and when everyone has access to the individualized support they need, all will have the opportunity to thrive. In all aspects of the employment process, decisions are made based on merit, competence, performance and business need without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, creed, ancestry, national origin, marital status, genetic information, military status, or any other protected status in accordance with applicable law. Our Accommodations and Non-Discrimination policies, plus other helpful information, can be found publicly at arapahoe.edu/legal.
Address Confidentiality Program: If you are covered by the Address Confidentiality Program as provided by Colorado Revised Statute (CRS) 24-21-201 through 24-21-214, please notify the Human Resources office or analyst listed on this announcement so that you are provided the appropriate time extension for notifications provided by U.S. Mail. The extension allowed under this program applies only to U.S. Mail notifications that include a deadline of 10 days or less.
For information regarding Arapahoe Community College Security, including crime statistics for the campus and surrounding area, please see the ACC Campus Police website under “Campus Safety”: https://www.arapahoe.edu/advising-support/student-support/campus-safety For a hard copy report, please contact the ACC Campus Police Department at 303.797.5800, Campus.Police@arapahoe.edu, or Room M2600 at 5900 South Santa Fe Drive, Littleton, Colorado 80120
FOR CURRENT OR FORMER EMPLOYEES OF THE STATE OF COLORADO:
Per the requirements of the Step Pay Program implemented on July 1, 2024, any State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification’s pay range based on completed years in their current class series as of June 30. All current and former State employees must ensure that your entire work history within the State Classified System, including at Institutions of Higher Education, is indicated in your application so that your time-in-series can be calculated accurately.
