Service and Support Analyst Job at Cleveland Community College
Job Description
Under the direction of the IT Support Coordinator, the Service and Support Analyst assists the helpdesk staff with troubleshooting IT and AV equipment problems, software issues, peripheral device support, and printing issues.
Essential Duties Summary
- Actively monitor, resolve, assign, escalate and document support requests in the College’s helpdesk system, and provide exceptional customer service to all end-users.
- Supports College systems, including print management, user authentication, badge ID printing, virtual client firmware upgrades, and all other associated software and IT equipment.
- Maintain and update the helpdesk software repositories in the IT Support network folder.
- Handle the timely delivery of incoming and outgoing physical mail for the College.
- Process any printing requests from faculty and staff.
- Assist helpdesk with technical support for all campus issued Desktops, Laptops, MacBook’s, Chromebooks, Surfaces, iPads, printers, scanners, CCC issued mobile devices and help faculty and staff with classroom computer and audio-visual system issues that occur on campus.
- Collaborate with AV Coordinator to maintain and deliver requested computer equipment, in a timely manner, for campus events and provides after hours and weekend IT/AV support as requested.
- Participate in the evaluation process for new hardware, software, instructional technology equipment and peripherals for use by the College.
- Assist the IT Support Coordinator, with documentation of helpdesk procedures and policies.
- Work with the IT Support Coordinator in the creation of support templates for use in documenting solutions to helpdesk support issues.
- Backs up the IT Support Coordinator with the Helpdesk issue tracking system and provides data as requested.
- Provide insight to and troubleshoot Chromebook issues between the College and Cleveland County Schools.
- Provide installation, support and troubleshooting for a wide array of peripheral equipment, including assistive technology; works with Accessibility Services and faculty to provide appropriate equipment and materials to meet students’ accessibility requirements.
- Backup the IT Support Coordinator in all areas of responsibility.
- Participate in professional and staff development opportunities.
- Serve on committees as requested and as designated in the Policies and Procedures Manual of the College.
- Performs other duties as assigned and other related duties incidental to the work described herein.
Salary Range
Based on experience. Salary range $37,251.00 to $55,876.50.
Required Qualifications
Required Qualifications
- Associate degree from a regionally accredited institution.
- Experience with hardware and software installation, information systems, networking, and virtualization.
- Commitment to the use of information technology for instruction.
- Ability to use productivity software, including a general knowledge of word processors and spreadsheets, the ability to send and receive email, and to complete and submit electronic forms.
- Employees are expected to perform essential computer skills (log on/off a computer, manage and organize files, print/scan forms using a copier, maintain and recall secure passwords and change password(s) routinely per College procedures).
- Ability to work effectively and collegially with others.
- Ability to think critically to process information, analyze data, make assessments, and exercise good judgment in decision making.
Preferred Qualifications
Physical Demands
Frequently transport heavy carts of equipment between classrooms, and buildings; frequently position self to install and adjust computer components, including under desks and in AV cabinets and podiums; frequently operate a computer and other productivity equipment such as scanners and printers; frequently stoop, bend, crawl and lift up to 50 pounds; occasionally design and deliver instruction; occasionally view computer screens with students and faculty to troubleshoot issues; frequently communicate by phone, in person orally, and in writing to provide instruction on instructional technology use; occasionally ascend and descend stairs and ladders; occasionally drive.
Posting Detail Information
Posting Number
S115P
Open Date
01/20/2023
Close Date
Open Until Filled
Yes
Special Instructions to Applicants
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