Senior Media/Helpdesk Specialist

Please see Special Instructions for more details.

The hiring committee will determine if interviews will be conducted in person at the College or via Zoom. Travel expenses are not reimbursed by the College. If a second\-level interview is required, second\-level travel reimbursement is only available for eligible candidates. HR will notify those who are eligible when second\-level interviews are scheduled.

Posting Details

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Position Information

Position Title Senior Media/Helpdesk Specialist (Two Positions)

Department Telecommunications/Grants (Dept)

Primary Location San Marcos Campus

Location Details

• Palomar College believes a healthy work\-life balance can improve the physical, emotional, and mental health of our employees. In support of this belief, the District offers the opportunity to work remotely for certain positions, depending on the operational needs of the District and the provisions of the Remote Work Policy. Probationary employees are not eligible to work remotely unless approved by the Assistant Superintendent/Vice President, Human Resource Services. No employee is guaranteed the right to work remotely. No employee shall be authorized to work remotely 100% of the time unless approved by the Assistant Superintendent/Vice President, Human Resource Services.
• Palomar has multiple campus locations (San Marcos, Escondido, Rancho Bernardo and Fallbrook); training may occur at any of these locations and the work location is subject to change depending on future department needs.
• Potential future vacancies may include other District departments, locations, and/or work schedules (i.e. days, evenings or nights).
• Requires occasional travel to other District locations.

Full or Part Time Full\-Time

Category Classified

Hours per week 40

Number of Months 12 month

Work Schedule

• Monday – Friday, 8:00 a.m. – 5 p.m.
• Occasional night and weekend hours may be required due to department needs.

Grade 28

Salary/Wage

$6,019\.64 (negotiable)

Salary/Wage Frequency Monthly

Benefits

In addition to a competitive compensation structure, Palomar College also offers an extremely generous benefits package.

• Insurance fully paid for employees and their eligible dependents: four medical plans, dental HMO, and the vision plan (additional plans are available that require employee buy up/monthly contribution)
• Vacation, sick leave and 25 paid holidays
• $80,000 employee term life/accident insurance policy (additional buy up options available)
• Employee long\-term care insurance
• Employee Assistance Plan (EAP) – Confidential free counseling, financial, legal, personal and professional development resources for all members of your household
• Additional buy up options available for other voluntary insurance benefits
• Enrollment in CalPERS (California Public Employees Retirement System)

The estimated maximum value of this employer\-paid benefits package is approximately $31,245\.84 annually.

Primary Function

Provides a variety of technical support to California Community Colleges (CCC) system users of Telecommunications and Technology Infrastructure Program (TTIP) South system\-wide projects and services, including 3C Media Solutions and the Professional Learning Network; assists faculty and staff in making effective use of multimedia systems including YouTube, portal websites and video conferencing; develops, conducts and coordinates group and on\-line training programs which support the effective use of technologies by CCC system administrators, faculty and staff; provides technical support for development of web content and live technical support during online sessions.

Minimum Qualifications

To be eligible for this position, you must meet and provide evidence of the following minimum qualifications:

* Experience: Three years of experience in providing technical customer support and/or training either online or in a helpdesk environment.

Note: For work experience, a “year” is defined as equivalent to 40 hours per week for 12 months.*

AND

* Education: Equivalent to an associate’s degree from an accredited college or university with major coursework in telecommunications, business administration, computer science or a related field.

Transcripts must be included to receive credit for education and/or to substitute education in lieu of experience (i.e. Bachelor’s degree \= 4 years of experience). Click here for Guidelines for Equivalency for Classified Positions.

Only coursework completed at, and degrees awarded by, accredited institutions recognized by the U.S. Department of Education will be considered as satisfying the minimum qualifications. Coursework and degrees that are completed outside of the United States are required to have transcripts evaluated (evaluation to U.S. equivalency and a course by course analysis) by an appropriate U.S. credentials evaluation service. For a list of credentials evaluation agencies accepted by Palomar College, visit the National Association of Credentials Evaluation Services (NACES) website at https://www.naces.org/index, or the Association of International Credential Evaluators, Inc. (AICE) website at http://aice\-eval.org/.

Diversity, Equity, Inclusion, Accessibility and Antiracism (DEIAA) Statement

Palomar College serves over 30,000 students from a variety of backgrounds and we are proud to be a Hispanic Serving Institution. Our student body is rich in its diversity. Click here to see a quick overview of our student demographics on our recent Student Fact Sheet.

Palomar College is committed to diversity, equity, inclusion, accessibility and antiracism (DEIAA). We are dedicated to empowering students to succeed and are guided by our core values; some of which are the following:

• Access – We make education possible for everyone.
• Diversity, Equity, and Inclusion – We recognize and respect diversity, seek to foster a culture of inclusion and belonging, and strive to address inequities.

All positions require cultural competency which includes the sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, sex, gender identity, sexual orientation, and ethnic backgrounds of community college students, faculty, and staff.

Preferred Qualifications

• Experience with on\-air webcasts, live streaming and video conferencing.
• Experience performing project\-based work, including prioritization, timelines, deliverables, and independent problem\-solving within established policies.

Licenses and/or Certificates

Possession of, or ability to obtain, an appropriate, valid California driver’s license by time of appointment.

Supervision Received and Exercised

Supervision Received From: An Assigned Administrator or Supervisor

Supervision Given: General Supervision

Duties and Responsibilities

Essential Functions: Essential responsibilities and duties may include, but are not limited to, the following:

• Coordinates and maintains online technical helpdesk support for TTIP system\-wide programs and services including the 3C Media Solutions portal website and the Professional Learning Network; receives technical support requests by telephone or email, obtains accurate and complete information from users and documents user calls; troubleshoots, diagnoses and resolves problems; initiates trouble tickets to other staff or contacts vendors, when necessary, to resolve problems; maintains problem resolution plans, using specialized issue\-tracking software; keeps users updated on the status of problem resolution; verifies that suggested solutions effectively resolve user problems through verbal or email follow\-up; takes lead responsibility for the database\-driven online ticket tracking system; researches and evaluates user issues and trends and tracks trends to ensure quality customer services.
• Develops, conducts and evaluates a variety of technical educational workshops to support and ensure effective use of available technologies; conducts orientation sessions for online classes and workshops as required; conducts one\-on\-one and group training on technical content and situations, utilizing web conferencing systems; conducts training needs assessments; travels to other locations to conduct training on TTIP programs and services; develops and updates user manuals, guidelines and procedures as required.
• Provides helpdesk services for the Professional Learning Network, including creating and maintaining a repository of professional development resources for use by all California Community Colleges; prepares, updates and maintains a variety of TTIP South database content repositories.
• Assists faculty and staff and provides support to assist video conferencing users in the California Community Colleges System in making effective use of multimedia presentations; identifies and troubleshoots issues related to H.323 video conferencing and streaming media and provides training to users; serves as a liaison between various service providers including captioning, 3rd\-level video conferencing support vendor and affiliates; creates how\-to documentation and how\-to videos for posting on website.
• Edits digital presentation videos and prepares for DVD duplication and/or posting online for on\-demand viewing; operates video camera, video/audio mixers and video conference system during webcasts, in\-house productions or video conference sessions; monitors all systems and on\-air webcasts of live events to ensure performance at expected levels; provides support for online media users; troubleshoots and resolves issues related to hardware and software, media storage and uploads, media\-on\-demand, file storage and retrieval, closed captioning and accessibility.
• Assists users in integrating content into learning management systems software such as Canvas, Moodle and Blackboard; collaborates on the design, development and implementation of web content added to the 3C Media Solutions website; uploads, compresses, converts, modifies video and other web content for 3C Media Solutions website and its users.
• Sets up, tests and operates a wide range of computer, production and multimedia equipment, including cameras, audio boards, mixers, switchers, lighting and video/auditing editing equipment, for recording and/or live streaming of system\-wide and District conferences and productions.
• Perform systems administration tasks for portal management in all services; maintains and updates system recovery plans and coordinates system restore instances; tracks system trends and works with providers in developing resolutions to problems identified.
• Prepares conference support equipment for travel; travels on\-location for video workshops, productions, recordings and webcasts and to conduct training and product demonstrations.

Marginal Functions:

• Participates on TTIP South strategic planning teams to evaluate current projects, determine future requirements and develop plans for change initiatives.
• Designs and creates periodic newsletters to promote TTIP South projects.
• Attends various meetings and serves on committees to meet the needs of CCC system users.
• Manages logistics including scheduling meeting rooms for training workshops.
• Performs related duties and responsibilities as required.

Knowledge, Skills, Abilities

Knowledge of:

• Methods, principles, practices and techniques for troubleshooting and determining the causes of computer, production and multimedia equipment problems and device errors and failures.
• Operations and functions of a helpdesk, including helpdesk software uses and functionalities.
• Local and wide area networks, Internet and intranet services and various server platform connections.
• Operational characteristics, capabilities, constraints and commands of various hardware, software versions, multiple browsers/versions and educational technologies used in an online learning network environment.
• Principles and practices of customer service.
• Video compression, video formats, acceptable file types and sizes and site capacities.
• Principles and practices of video production and web operations.
• Professional video production and editing.
• Current and emerging web technologies and associated products, tools and equipment.
• Principles and practices of customer service.
• Federal and state laws, codes and regulations and policies and practices pertinent to areas of responsibility.
• Educational programming content sources.
• Interpersonal skills including tact, patience and diplomacy.
• Principles and practices of sound business communication.
• Correct English usage, spelling, grammar and punctuation.

Skill in:

• Overseeing and performing the operations of a helpdesk.
• Obtaining accurate and complete information from customers, by telephone or online, to identify their needs and problems and develop responses and solutions.
• Analyzing problems, evaluating alternatives and making sound recommendations.
• Developing and conducting in\-person and online technical training sessions to support effective use of available technologies.
• Communicating technical information to users in clear, accurate non\-technical language.
• Responding calmly, efficiently and creatively to last\-minute and emergency issues.
• Setting up, testing and operating video conferencing and production and multimedia equipment and software.
• Assisting others in media creation, production and use of instructional materials.
• Creating user manuals and guides.
• Monitoring and providing real\-time support for on\-air webcasts.
• Using tact, patience and diplomacy in dealing with sensitive and difficult situations and dissatisfied or abusive individuals.
• Maintaining sensitivity to and understanding of the diverse academic, socioeconomic, age, cultural, physical or mental disability, medical condition, gender, gender expression, gender identity, sex, sexual orientation, nationality, race and ethnic backgrounds of community college students, faculty, and staff.
• Establishing and maintaining cooperative working relationships with those encountered in the course of work.

Working Conditions

Environmental Conditions: The incumbent works under office and studio conditions, and the noise level is usually quiet to moderate; interacts with client users, students, faculty and staff, and works with electrical equipment with the risk of electrical shock; is exposed to inclement weather conditions; occasionally operates a District vehicle.

Physical Conditions: Essential and marginal functions may require physical fitness requirements necessary to perform the job functions with or without accommodation, such as the ability to walk, stand or sit for prolonged periods of time; moderate or light lifting; using hands repetitively to operate computer and video production equipment; stooping, kneeling, bending and crouching; possess near visual acuity for reading computer screens and distance and peripheral vision; and operating District vehicles. Position requires frequent travel to District and other locations throughout the state.

Terms of Employment

• The person selected for hire will be required to complete the following pre\-employment requirements: live scan/fingerprinting, official transcript(s), and TB risk assessment. Other pre\-employment requirements may be required depending on the position (i.e. certifications or licenses; see applicable job posting section for details). Successful completion of all pre\-employment requirements is mandatory to be eligible for employment. These requirements are in accordance with the following Administrative Procedures and Board Policies:
AP 7120, AP 7125, AP 7126, AP 7127, AP 7330, BP 7330, AP 7336, AP 7337, and BP 7335.
• Full\-time, 40 hours per week, 12 months per year.
• This position is specially\-funded and its continuation is dependent upon the availability and/or continuation of funds.
• This position also carries a probationary period of six months from the date of hire.

Posting Detail Information

Open Date 03/09/2026

Close Date 03/30/2026

Open Until Filled No

Posting Number P1034P

Additional Application Information

The hiring committee will determine if interviews will be conducted in person at the College or via Zoom. Travel expenses are not reimbursed by the College. If a second\-level interview is required, second\-level travel reimbursement is only available for eligible candidates. HR will notify those who are eligible when second\-level interviews are scheduled.

Supplemental Questions

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Required fields are indicated with an asterisk (\*).

\ Palomar College is committed to antiracism. If you are selected for this position, how will you commit to antiracism in your new role?

(Open Ended Question)

\ How did you hear about this employment opportunity?

+ ACCCA.org

+ CalJOBS

+ CCC Registry

+ ChronicleVitae.com (Chronicle of Higher Education)

+ Colleague/Friend/Relative

+ CraigsList

+ DSPSjobs.com

+ EdJoin

+ Handshake

+ HigherEdJobs.com

+ Human Resources at Palomar College

+ Indeed.com

+ indian\-affairs.org

+ Job Fair

+ MilitaryJob.com

+ Other Source

+ Palomar College website

+ San Diego LGBT Job Board (http://www.gsdba.org/pages/Jobs)

+ SDBCjobs.com

+ Vista Chamber

• If other source, please specify.

(Open Ended Question)

Applicant Documents

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Required Documents

• Cover Letter
• Resume/CV

Optional Documents

• Supplemental Materials
• Supplemental Materials 2
• Supplemental Materials 3
• Transcript 1
• Transcript 2
• Transcript 3