Support 3 : Information Technology Help Desk

Pima Community College

Pima Community College Named Top University / College Employer in Arizona

Position Title : Support 3 : Information Technology Help Desk

Department : User Support Services - West Campus

Starting Rate : Band 4 - $23.64 - $26.61

Benefits : Summary

Closed Date : November 4, 2025, 5 : 00 PM Arizona Time

Position Summary :

The Support 3 : Information Techonlogy postition performs skilled technical level work and duties for Campus IT. Performs skilled level duties in support of college systems. Troubleshoots computer software and hardware. Performs complex maintenance and repair of computer software, hardware and peripherals. Administers and maintains computers, peripherals, and related software. Import, update, and maintain active inventory system for campus technology hardware. Evaluates and resolves incidents and service requests or escalates requests to other IT teams as necessary. Conducts on-boarding and on-the-job training for new Campus IT employees. Creates, maintains, and updates IT Knowledge Base articles.

The work schedule for this position is flexible and may include working evenings and weekends.

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
• Acts as technical lead for Campus IT staff responding to phone calls, emails, and service requests. Provides ticket escalation and routing assessment
• Conducts on-boarding and on-the-job training for new Campus IT employees
• Creates, maintains, and updates IT Knowledge Base articles
• Delivers direction on processes and procedures; schedules activities; and monitors workflow
• Maintains, repairs, and upgrades computers, peripherals, and classroom technology for daily use; maintains networking of computers and peripherals
• Utilizes enterprise tools, including, but not limited to; software management, image deployment, mobile device management, security management, and other server-based and remote tools for the management of college wide systems
• Operates or administers servers, computer workstations; ensures back-up procedures and security compliance measures are adhered to, configures users, and performs installations and upgrades
• Contacts service contractors for major hardware malfunctions; schedules and oversees regular computer preventive maintenance
• 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.
• 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

Job Requirements :

or

Preferred :

The ideal candidate will have the following knowledge, skills and abilities :

Physical Requirements :

Environment : Work is performed primarily in a standard office environment with staff contact and frequent interruptions.

Physical : Primary functions require sufficient physical ability and mobility to work in an standard office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and / or pull moderate (up to 50 pounds) amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; may be required to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information.

Vision : Ability to see in the normal visual range with or without correction.

Hearing : Ability to hear in the normal audio range with or without correction.