NEOGOV · 18 hours ago
Student Technical Support Assistant
Mission Viejo, CA
Full-time
Onsite
Entry, Mid Level
$5,600/mo - $7,923/mo
2+ years expNEOGOV is seeking a Student Technical Support Assistant to provide first-contact technical support to all students campus-wide. The role involves analyzing and resolving requests for technical assistance, assisting with help desk services, and creating training materials for staff and students.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Provide first point of contact to students campus-wide requiring technical support in a high-volume atmosphere; provide technical support to students for various issues including basic hardware, software, student accounts, printers, and other peripherals, Wi-Fi and web resources; assist students with equipment check-out and return, support and access; monitor all service requests that arrive through a multitude of ways (e.g., email, phone, chat, in-person); assist students with basic hardware usages and computer/web navigation; demonstrate basic use and navigation techniques for online learning platforms and other college/classroom technologies, including third-party software; maintain working knowledge of online campus systems as well as their respective policies and procedures; assist students with college online device loan application process; participates in the installation and maintenance of various and applications and software; may maintain and update software licenses
Assist students campus-wide with accessing their student accounts; unlocking accounts, resetting passwords and PINs, update security questions, and accessing their MySite, Canvas, Email, Wi-Fi, campus computers and printers, and other related instances and software programs; assist students and others in setting up printing accounts and running print jobs; assist in resolving printer and copier problems
Assist in the planning and operating of the Student Information Desk; provide backup coverage to the desk, as needed; respond to inquiries and requests for information; answer phones; relay messages for faculty and staff; direct students to appropriate resources and campus support services as necessary
Assist in developing and have primary responsibility for creating training tools (e.g., videos, handouts) and a knowledge base of past problems and solutions for use by fellow staff and students; conduct training for fellow Student Technical Support employees, other Staff, and students
Assist in developing and documenting policies and priorities for the program; maintain handbooks, forms, and related policies and procedures; assist in preparing for distributing appropriate materials
Act as a liaison and assist in coordinating activities with Information Technology staff; refer complex occurrences to higher level technical support
Assist the Administrator in coordinating with other departments in disseminating information by all available means about their services to students, faculty, and staff
Assist the Administrator in maintaining the Student Technical Support website; assist in the development of student-relevant computer documentation/teaching materials and maintains staff support documentation; assist in maintaining and updating web-based learning guides, tutorials videos and other digital and printed materials that effectively promote Student Technical Support
Document all user requests including problems and resolutions; monitor progress of work on incoming problems and document resolution of those problems; provide regular reports on completion of solutions to incoming problems through the existing service ticketing system; ensure that service tickets are routed to the appropriate group for assignment and problem resolutions; initiate follow-up on all open service tickets to ensure timely resolution; provide updates, status, and completion information to appropriate parties
Learn and apply emerging technologies to perform duties in an efficient, organized, and timely manner; attend training sessions as needed; participate in meetings, training, and testing for online education
Operate a variety of modern office equipment; utilize electronic technology to correspond with others and to maintain assigned calendars, schedules, and appointments; coordinate and arrange meetings; utilize various computer applications and software packages; may assist in coordinating the use of facilities assigned to the division
Prepare and maintain detailed records and documentation of services provided; update and monitor various logs, accounts, and files for current and accurate information; research discrepancies and compile data; prepare and type reports and correspondence; process incoming and outgoing documents; prepare and track various documents; maintain and generate reports from database or network system
Provide training, mentoring, and work direction to assigned student workers and staff; review and validate completed work for accuracy
Maintain a clean and safe learning environment; perform routine and minor repairs on equipment; liaison with other campus departments to ensure working order of facilities, equipment, furnishing, etc.; place work orders when needed; monitor student activities to ensure conformance with established policies such as no eating or drinking at workstations; seek to resolve any disruptive behavior; refer unresolved problems to supervisor; may call Campus Police in emergency situations
Establish and maintain cooperative working relationships with students, staff, and faculty, to ensure efficient, effective, and correct implementation of services; serve as liaison, and assist with the coordination of services, functions, and activities with other College/District departments; facilitate communications between assigned supervisor, other administrators, students, academic and classified staff, other offices, educational institutions, public agencies, and the general public; interact and relay information, questions, and decisions regarding supervisor's area of assignment
Participate in the ordering and maintenance of supplies, materials, and equipment; store materials according to standard procedures; receive and test new equipment
Perform related duties as required
Qualification
Required
Equivalent to two years of college level course work in computer science, information systems, business science, or a related field
Two years of experience in computer help desk services, including providing user support and analyzing/solving computer hardware, software, network, and applications problems, preferably within a community college setting
A valid California driver's license and proof of insurability may be required for some positions to drive a District or personal vehicle to attend meetings or pick up/deliver documents or other materials
Knowledge of applicable sections of the state education code and other applicable laws including privacy (FERPA); confidentiality requirements when dealing with personal and sensitive student information
Knowledge of basic mathematical and statistical principles
Knowledge of basic methods in the installation and configuration of computer hardware and peripherals such as scanners, printers, and copiers
Knowledge of basic protocols and procedures for setting up new equipment, troubleshooting, and performing routine maintenance; concepts associated with computer information technology
Knowledge of current office practices, procedures, methods, and computer equipment, software, and applications related to the work, including word processing, desktop publishing, spreadsheets, graphics, and databases
Knowledge of principles and practices used to establish and maintain files and information retrieval systems; record keeping principles and procedures
Knowledge of principles, practices, and procedures of business letter writing and report preparation
Knowledge of data collection and basic research principles and practices
Knowledge of district and college organization, operations, policies, and objectives
Knowledge of diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds; institutional and community resources available to assist a diverse student population
Knowledge of effective written and oral communication skills including correct English usage, grammar, spelling, punctuation, and vocabulary
Knowledge of human relations and interpersonal skills to conduct one-on-one or group technical assistance and give demonstrations on the use and application of common desktop applications
Knowledge of methods and procedures in the uses and functionalities of computer software, including Microsoft Office Suite, Adobe Creative Suite, web services, and other applications in common use
Knowledge of personal computers (district standard software and hardware), web/internet, (software, web pages, HTML) and email
Knowledge of principles and practices of providing training, work direction, and guidance to lower-level staff and student workers
Knowledge of safety policies and safe work practices applicable to the work
Knowledge of standard software packages, including word processing, spreadsheet, presentation, graphics, and database programs
Knowledge of techniques for providing a high level of customer service by effectively dealing with the public, students, and District staff
Knowledge of work organization and basic office management principles and practices
Knowledge of writing skills to document technical procedures
Ability to analyze problems, evaluate alternative, and make sound recommendations
Ability to assist in the use of available resources to complete course assignments; identify and assess student needs and assist students in locating appropriate resources
Ability to communicate clearly and concisely, both orally and in writing; understand and follow oral and written directions
Ability to create an engaging and positive learning environment in the assigned area
Ability to develop, maintain, and foster effective working relationships involving interactions and communications personally, by phone and in writing with a variety of individuals and/or groups from diverse backgrounds
Ability to document technical procedures
Ability to exercise good judgment and discretion in resolving confidential, difficult, and sensitive situations
Ability to interact extensively with and respond to requests and inquiries from students, faculty, staff, and public
Ability to learn and apply knowledge in the use of specialized software and college classroom technologies
Ability to learn and understand the organization and operation of the assigned division and/or department
Ability to maintain an adequate inventory of materials for assigned program
Ability to maintain the cleanliness, safety, and organization of assigned area
Ability to operate equipment such as computers, copiers, scanners, printers, and other related equipment
Ability to perform clerical duties; operate office equipment including computers and supporting word processing, database management, spreadsheets, and desktop publishing applications
Ability to prepare clear, concise, and comprehensive documentation, reports and other written materials
Ability to provide campus-wide day-to-day technical support in the use of computer hardware, peripherals, software, and online learning platforms
Ability to provide strong and clear verbal and written communication, customer service, and interpersonal skills
Ability to provide training, work direction, and guidance to lower-level staff and student workers
Ability to report to work on a regular and consistent basis, as scheduled, to assigned job
Ability to work effectively under pressure on a variety of tasks concurrently while meeting established deadlines and changing priorities
Ability to work with and exhibit sensitivity to and understanding of the varied racial, ethnic, cultural, sexual orientation, academic, socio-economic, and disabled populations of community college students
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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