Job Details
Position Title: Service Desk Support Analyst (Reg FT)
Employment Type: Regular Full-Time
Department: Information Technology Svcs
Campus: Office of College Services
Salary Grade: Admin 12 - $46,390
Remote Work Option: Hybrid (May be subject to change)
Additional Information: This position will remain open until filled. However, in order to ensure consideration for an interview, please submit your completed application, cover letter and resume by no later than 7/28/26.
Work Hours: Hours for the ITS department run from 7am - 8pm; Additional hours, including evening and weekend hours, may be needed to meet the needs of the department.
General Summary
Responsible for gathering information through various interactions, logging interactions in the ticket system, and provide 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 related work experience or Associate's degree in computer science, information science or a related field and a minimum of two year related work experience.
- Responsible for 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 working in a contact center, ITSM system, Windows and Apple environments, Microsoft Office, Email, printing, Blackboard, VoIP, remote support tools, and collaboration tools is desired.
- This position will be required to report to any CCAC location to provide the necessary support.
Duties
- Serves as point-of-contact and primary communicator of ITS information to the College community.
- Receives ServiceDesk requests via voice, email, chat, voice mail, 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 software and academic related software.
- Diagnose and solve technical issues by utilizing a standard knowledge base.
- Participate in the testing of software and web applications to evaluate the ease of use and appropriate functionality, and whether product will aid user in performing their work.
- Work collaboratively with staff within the Information Technology Services department and other divisions of the college to accomplish departmental, divisional and institutional goals.
- Participate in regular reviews of tickets and service requests to assure quality standards. Assist in the creation and maintenance of ServiceDesk standard procedures, subject protocols, and knowledge base for customers and ITS staff.
- Escalates unresolved situations to appropriate ITS staff.
- Recommends needs for user training and documentation.
- Participates in college wide events and trainings.
- Knowledge of ITIL methodologies and ability to apply these methods within the current position.
- Serves as subject matter expert.
- Performs other duties as required or as assigned.
