SERVICE DESK SUPPORT ANALYST (REG FT)

Position Title: Service Desk Support Analyst (Reg FT)
Department: Information Technology Svcs
Campus: Office of College Services
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 May 09, 2025. The College cannot guarantee that application materials received after this date will be considered or reviewed.

• 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. Create documentation to increase knowledge sharing and document issues/ solutions in a complete, concise manner for use in knowledgebase system.
• Escalates unresolved situations to appropriate ITS staff.
• Recommends needs for user training and documentation.
• Participates in college wide events and trainings. Continue to update and keep technical skills current to maintain high level of product knowledge in areas of assigned responsibility.
• 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.
  Clearances: Current criminal record/child abuse clearances will be required if offered the position and in order to be employed at the College. The three clearances are Pennsylvania Child Abuse History Clearance, Pennsylvania State Police Criminal Records Check, and Federal Bureau of Investigations (FBI) Criminal Background Check. The College has provided instructions on how to obtain these clearances and are available here.
  To view the full job posting and apply for this position, go to: https://ccac.csod.com/ats/careersite/JobDetails.aspx?id=1729
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