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Pikes Peak Community College is located at the foot of Pikes Peak in Colorado Springs, Colorado. PPCC offers broad programs in transfer, occupational, and preparatory subjects emphasizing student and community needs. Colorado Springs is a great city to both work and live.
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 ‘cccs.edu’ addresses. If you do not have an email address, then you will receive correspondence via US mail.
NOTE: This position will normally work Monday through Friday 8:00 a.m. to 5:00 p.m., with occasional weekend and/or shift work. This position is primarily located at the Centennial Campus, but may require working at the Rampart Range and Downtown Campuses. Candidate must be willing and able to work the required hours and locations.
Description of Job
JOB DUTIES: Your application must provide a detailed description of your relevant work experience in relation to the following duties: This full-time position provides second level information technology support for the Client Services Team in the Information Technology Support Services Department. Position provides Tier 2 customer technical support. Resolves complex problems associated with college owned devices (Macs, PCs, iOS, physical and virtual, etc…); evaluates work request for multi browsers, supports Windows operating systems, Macintosh operating systems and works closely with both Tier 1 and Tier 3 support teams. Responsibilities include: completes daily assigned Information Technology Support Services (ITSS) work requests and emergency requests dispatched by the service desk as they pertain to the work unit. Provides service to tier 1 service desk. Troubleshoots Active Directory and Group Policies PC configuration problems. Coordinates design problem resolution with problem management to achieve desired outcomes. Responds and resolves tickets in a timely manner based on Ticketing system’s established service level agreements. Provides hardware/software support. Maintains, analyzes, and troubleshoots software and computer peripherals. Sets-up and configures all hardware. Ensures all work tickets are followed-up and resolved to the customer’s satisfaction. Position provides support for virtual desktop environment and Unidesk controls and assists in identifying and recommending improvements for the desktop/laptop configuration to improve the quality of the PC and MAC environment to include testing and imaging all desktops and laptops using Microsoft SCCM. Position maintains and writes documentation on all procedures to include hardware/software installs and upgrades pertaining to PPCC ITSS department. Position stays current of new technology developments in the Information Technology industry.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
MINIMUM QUALIFICATIONS: Graduation from an accredited college or university with an associate’s degree in computer science, computer information systems, computer programming, computer engineering or closely related field AND one year of experience providing desktop technical support, operation, maintenance of hardware, software and peripherals in an enterprise environment. Good working knowledge of Microsoft Office products, Microsoft Windows and Macintosh desktop are essential. Clearly outline in your application how you meet the requirements. (A legible copy of the transcripts showing the degree must be submitted with your application in order to receive credit for the required education.) (Part-time experience will be pro-rated).
SUBSTITUTIONS: Two years of work experience in desktop technical support, operation, maintenance of hardware, software and peripherals in an enterprise environment may be substituted for each year of the required education. A bachelor’s or master’s degree from an accredited college or university in computer science, computer information systems, computer programming, or closely related field, may substitute for the required education and experience.
Applicants who wish to qualify based on education completed outside the United States must be deemed equivalent to higher education programs of U.S. institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application materials. NOTE: Pikes Peak Community College does not recognize academic degrees from schools that are not accredited by an accrediting institution recognized by the United States Department of Education. Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from employment consideration to removal from employment at Pikes Peak Community College.
NECESSARY SPECIAL REQUIREMENTS: Must possess a current, valid State of Colorado driver’s license to travel from campus to campus, attend meetings, etc. Must be willing to carry a college issued phone for customer questions on a rotating basis.
PREFERRED QUALIFICATIONS: Bachelor’s degree in Information Technology or Computer Science from an accredited university. Advanced knowledge of a wide range of computer technologies, monitoring data integrity and security of desktops. Knowledge and skills setting up, deploying and managing desktops in an infrastructure of a local area network. Knowledge of ITIL. Apple Certifications (ACSP, ACTC, ACS any, ACSA); Microsoft certifications (MCTS, MCITP, MOS any); Cisco; and Comp TIA certifications (A+, Network +, Security +). Extensive PC technical and customer support experience locally and remotely. Experience working in a higher education environment. Ability to prioritize tasks; ability to determine when to escalate the request to the next level and the ability to identify and refer network and server related problems to the server support staff. Excellent customer service skills. Experience working with Microsoft Active Directory. Experience with a help desk trouble ticket system. Attention to detail, ability to handle multiple tasks; effective communication skills (oral and written), and strong time management and organizational skills. Familiarity with computer management applications including anti-virus, hard disk imaging, application deployment/packaging, and desktop/printer monitoring. Working knowledge of Banner or similar system. Previous Tier 2 or higher experience. Ability to deal with a diverse population with discretion and tact. Ability to work and participate effectively as a team player in a flexible and changing environment. Critical thinking skills.
CONDITIONS OF EMPLOYMENT: Must submit to and successfully pass a pre-employment background check, as a condition of hire. Must submit to and successfully complete a pre-employment background check and a motor vehicle report (MVR) 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 PPCC Office of Human Resources with an official disposition of the charges.
If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination.
Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.
Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at www.colorado.gov/spb.
A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.
SELECTION PROCESS: Applicants will be notified of the comparative analysis process at a later date. Your application may be used to rate your training and experience and to determine your rank among the candidates for this position. 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/or 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.
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.
For information regarding Pikes Community College Security, including crime statistics for the Centennial, Downtown Studio, and Rampart Range campuses and surrounding area, please see the PPCC Department of Public Safety’s website at: http://www.ppcc.edu/about-ppcc/public-safety/crime-stats. For a hard copy report please contact Human Resource Services at 719.502.2600.
Equal Opportunity Employer: The Colorado Community College System does not discriminate on the basis of sex/gender, race, color, age, creed, national or ethnic origin, physical or mental disability, veteran status, pregnancy status, religion, genetic information, gender identify, or sexual orientation in its activities, programs, or employment practices as required by Title VI, Title VII, 1964 Civil Rights Act; Title IX, Education Amendments of 1972; Age Discrimination in Employment of 1967; Section 504 of the Rehabilitation Act of 1973; Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA) of 1974, Pregnancy Discrimination Act of 1978; Genetic Information Nondiscrimination Act of 2008; and the Americans with Disabilities Act (ADA) of 1990.
Americans with Disabilities Act (ADA) Accommodations
The Americans with Disabilities Act (ADA) protects qualified individuals with disabilities from discrimination in the workplace. The ADA applies to all areas of employment, including pre-employment and employment testing. Candidates wishing to request reasonable accommodations must do so at least three days prior to the administration of the exam.
If you are an individual who wishes to request reasonable accommodations for an exam, refer to the contact information on the exam scheduling notice or on the specific job announcement.
Pregnancy Related Accommodations, Colorado Anti-Discrimination Act (CADA)
The Colorado Anti-Discrimination Act (CADA), allows applicants to request a reasonable accommodation for health conditions related to pregnancy or the physical recovery from childbirth.
If you are an individual who wishes to request reasonable accommodations for an exam, you must do so at least three days prior to the administration of the exam. Please refer to the contact information on the exam scheduling notice or on the specific job announcement.