Help Desk Assistant II

Salary: $20.00 Hourly
Location : Auraria Campus, CO
Job Type: Part-Time
Job Number: 00800
Division: CCD Hourly
Opening Date: 05/20/2025
Closing Date: 6/20/2025 5:00 PM Mountain
Position Type: Hourly

Purpose/Summary

This part-time, hourly position is designed to enhance the
responsiveness and service quality of the IT Help Desk by
providing customer support during periods of high demand. The
primary function of the role is to serve as a first point of contact
for technical support inquiries from CCD's diverse constituencies,
including staff, faculty, and students. Responsibilities include
troubleshooting basic technical issues, directing more complex
problems to the appropriate IT personnel, and ensuring timely
communication and resolution tracking.

By augmenting Help Desk coverage during peak hours, this
position supports CCD's commitment to operational excellence
and an inclusive, student-centered learning environment. Efficient
and accessible IT support is essential for maintaining smooth
instructional delivery, staff productivity, and student
engagement-especially in hybrid and online learning contexts.
This position helps reduce wait times, improve service
satisfaction, and minimize disruptions that could hinder academic
or administrative performance.
Duties and Responsibilities

The Help Desk Apprentice is a part-time, entry-level position
designed to support the daily operations of the Information
Technology Services department. This role is ideal for students or
individuals beginning their career in IT. Under close supervision,
the apprentice will assist with basic technology support tasks
such as answering help desk inquiries, documenting issues, and
performing routine

• Greet and assist users who visit the IT help desk

• Answer basic IT-related questions in person, by phone, or email

• Record help desk requests and ticket details accurately

• Perform simple troubleshooting steps using provided resources
and guidance

• Help set up equipment (monitors, keyboards, peripherals) as
directed

• Provide how-to guidance on common systems (e.g., resetting
passwords, connecting to WiFi)

• Escalate more complex issues to senior IT staff or technicians

• Maintain a clean and organized help desk area

• Participate in team meetings and training sessions

• Follow standard operating procedures and support protocols
Qualifications

Minimum Qualifications:
- High school diploma or GED
Knowledge, Skills and Abilities:
- Basic computer skills including web browsing, email utilization,
word processing, etc.
- Good communication and interpersonal skills, including customer
service skills
- Ability to listen and follow instruction to complete tasks
- Appropriate time management skills including punctuality and
task prioritization

Preferred Qualifications:
- Current enrollment in or previous completion of a Computer
Science or IT-Related educational program
- One-year of full-time customer service experience,
This position is a part-time position with the Community College of Denver and therefore, is a non-benefit eligible position.