Service Desk Support Analyst (Reg FT)

Community College of Allegheny County; Pittsburgh (Allegheny County); Hybrid; USD 46,000; Full time

Job summary

An established industry player is seeking a dedicated individual to provide first-level technical support to its community. This role involves assisting students, faculty, and staff with various IT issues, utilizing tracking software to manage service requests, and ensuring a high level of customer satisfaction. With a focus on continuous improvement, the position offers opportunities for professional development and collaboration with a dynamic team. Enjoy a comprehensive benefits package, including a hybrid work option and generous time-off policies, making this a perfect opportunity for those looking to grow in the tech field.

Benefits

Comprehensive Health Coverage

Generous Time Off

Retirement Planning

Financial Peace of Mind

Wellness Support

Educational Support

Exclusive Employee Perks & Rewards

Free Employee Parking

Qualifications

• Bachelor's degree in computer science or related field preferred.
• Experience in technical support and customer service is essential.

Responsibilities

• Provide first-level support for all college users and log interactions.
• Diagnose technical issues and document service requests.

Skills

Technical Assistance

Customer Service

ITIL Methodologies

Problem Solving

Communication Skills

Education

Bachelor's Degree in Computer Science

Associate's Degree in a Related Field

Tools

Microsoft Office

Blackboard

VoIP

Remote Support Tools

ITSM Systems

Job description

Campus: Office of College Services

Additional Information: This position will remain open until filled. However, to ensure consideration for an interview, please submit your completed application, cover letter, and resume by no later than May 09, 2025. The College cannot guarantee that application materials received after this date will be considered or reviewed.

At CCAC, we pride ourselves on offering an exceptional benefits package designed to support our employees’ personal and professional well-being:

• Comprehensive Health Coverage: Access to an excellent health plan with a very low out-of-pocket expense network option.
• Generous Time Off: Enjoy a range of time-off benefits tailored to your position, including a four-day workweek in the summer for work-life balance. Benefits may include vacation, personal, sick, holiday pay, and collegial coverage for faculty.
• 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 benefits such as group life insurance, short/long-term disability, and access to flexible spending accounts (FSAs).
• Wellness Support: Our Employee Assistance Program (EAP) offers confidential support for personal and professional challenges.
• Educational Support: Take advantage of tuition waivers, tuition reimbursement, Public Service Loan Forgiveness (PSLF) eligibility, and various professional development opportunities.
• Exclusive Employee Perks & Rewards: Save on theme parks, sporting events, electronics, and more!
• Additional Advantages: Free employee parking to ease your commute.

Remote Work Option: Hybrid (may be subject to change)

Work Hours (for hourly positions): Tuesday to Thursday 10:00 am to 6:00 pm; Friday 9:00 am to 5:00 pm; Saturday 7:00 am to 3:00 pm. Additional hours, including day, evening, and weekend hours, may be required to meet departmental needs.

Salary Grade: Admin 12 - $45,206

Job Category: Administrators

Employment Type: Regular Full-Time

Job Slot: 5995

Job Open Date: 4/25/2025

General Summary: 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 an Associate’s degree in a similar field with a minimum of two years of related work experience. Responsible for providing technical assistance related to hardware and software, diagnosing issues, and documenting service requests. Experience with contact centers, ITSM systems, Windows and Apple environments, Microsoft Office, Email, printing, Blackboard, VoIP, remote support tools, and collaboration tools is desired. The position requires reporting to any CCAC location for support.

Duties:

• Serves as the 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.
• Uses enterprise tracking software to create, assign, and monitor ServiceDesk tickets, service requests, and incidents according to standards.
• Provides technical assistance and instruction to students, faculty, administrators, and staff for college and academic software.
• Diagnoses and resolves technical issues using a knowledge base.
• Participates in testing software and web applications to evaluate usability and functionality.
• Collaborates with ITS staff and other divisions to meet departmental and institutional goals.
• Reviews tickets and service requests regularly to ensure quality, and maintains documentation and knowledge base articles.
• Escalates unresolved issues to appropriate ITS staff.
• Recommends user training and documentation needs.
• Participates in college-wide events and training, and updates technical skills regularly.
• Applies ITIL methodologies within the role.
• Serves as a subject matter expert.
• Performs other duties as assigned.

Clearances: Current criminal record/child abuse clearances are required if offered employment, including Pennsylvania Child Abuse History Clearance, Pennsylvania State Police Criminal Records Check, and FBI Criminal Background Check. Instructions for obtaining these clearances are provided.