Service Desk Support Analyst (Reg FT)

Employment Type: Regular Full-Time
Department: Information Technology Services
Campus: Office of College Services
Salary Grade: Admin 12 - $46,390
Remote Work Option: Hybrid (May be subject to change)

About the Role

Responsible for gathering information through various interactions, logging interactions in the ticket system, and providing first-level support for all college users. Escalates unresolved requests.

Requirements

• Bachelor’s degree (preferred) in computer science, information science, or a related field with at least one year of related work experience, or Associate’s degree in computer science, information science, or a related field and a minimum of two years of related work experience.
• Experience providing technical assistance and support related to technical services, hardware, and software.
• Responds to interactions from college-wide users to diagnose issues and document service requests.
• Experience with contact center operations, ITSM systems, Windows and Apple environments, Microsoft Office, email, printing, Blackboard, VoIP, remote support tools, and collaboration tools is desired.
• Must be able to report to any CCAC location to provide necessary support.

Responsibilities

• Serves as point-of-contact and primary communicator of ITS information to the College community.
• Receives ServiceDesk requests via voice, email, chat, voicemail, web conferencing, and self-service.
• Utilizes enterprise-level tracking software to create, assign, and monitor ServiceDesk tickets, service requests, and major incidents according to established standards.
• Provides technical assistance and instruction to students, faculty, administrators, and staff for college business-related and academic-related software.
• Diagnoses and solves technical issues using a standard knowledge base.
• Participates in the testing of software and web applications to evaluate ease of use, functionality, and alignment with user needs.
• Works collaboratively with staff within Information Technology Services and other college divisions to accomplish departmental, divisional, and institutional goals.
• Participates in regular reviews of tickets and service requests to ensure quality standards.
• Assists in the creation and maintenance of ServiceDesk standard procedures, subject protocols, and knowledge base for customers and ITS staff.
• Creates documentation to increase knowledge sharing and records issues/solutions concisely for the knowledgebase system.
• Escalates unresolved situations to appropriate ITS staff.
• Recommends needs for user training and documentation.
• Participates in college-wide events and trainings.
• Maintains and updates technical skills to ensure high product knowledge in assigned areas.
• Applies ITIL methodologies within the role and serves as a subject matter expert.
• Performs other duties as required or assigned.

Schedule

Hours for the ITS department run from 7:00 AM – 8:00 PM. Additional hours, including evenings and weekends, may be required to meet departmental needs.

Benefits

• Comprehensive Health Coverage: Access to an excellent health plan with a very low out-of-pocket expense network option.
• Generous Time Off: Includes vacation, personal, sick, and holiday pay, with a four-day workweek in the summer for improved work-life balance.
• Retirement Planning: Options include a 403(b) retirement plan with up to 10% employer match or a state-defined benefit pension.
• Financial Peace of Mind: Employer-paid group life insurance, short/long-term disability, and access to flexible spending accounts (FSAs).
• Wellness Support: Employee Assistance Program (EAP) for confidential personal and professional support.
• Educational Support: Tuition waivers, tuition reimbursement, Public Service Loan Forgiveness (PSLF) eligibility, and professional development opportunities.
• Exclusive Employee Perks & Rewards: Discounts on theme parks, sporting events, electronics, and more.
• Additional Advantages: Free employee parking.