Detailed Job Description
Train and provide excellent customer service and Information Technology problem solving and support for students and faculty. This includes software applications, computer hardware & peripherals, operating systems, web tools, online resources, handheld and tablet devices, and all internal services. Install and maintain computer software and hardware.
1. Confer with counterparts as well as all ITS employees on an as needed basis.
2. Appropriately use all aspects of the current call tracking application.
3. Identify, troubleshoot, isolate and communicate problems to users and technical staff.
4. Actively participate in assigned projects related to current ITS initiatives in order to support student learning.
5. Troubleshoot computers and related peripherals problems in order to help maintain all campus computers in working order and perform routine maintenance/repairs as needed or assigned.
6. Install and configure computers & software acquired for stand-alone and/or network use.
7. Identify research and respond to service tickets in a timely manner and provide customer focused support.
8. Work cooperatively with staff within the Information Technology Services Department and other divisions of the college to accomplish departmental, divisional and institutional goals as assigned.
9. Participate in testing of software and hardware to evaluate the ease of use and whether product will aid user in performing their work.
10. Identify where technology can better meet business needs of end users and inform management about these possibilities.
11. Maintain accurate, organized, and detailed records and develop and maintain reports and statistics as required or assigned.
12. Provide timely feedback to manager and team.
13. Perform other related duties as required or assigned.
Open Lab Operations
1. Provide information and instructional assistance, in the lab to students and faculty with software applications, computer hardware & peripherals, operating systems, web tools, online resources, handheld and tablet devices, and all internal services.
2. Maintain a clean and functioning environment for students and faculty to work.
3. Maintain a working knowledge of College-supported software applications, computer hardware & peripherals, operating systems, web tools, online resources, handheld and tablet devices, and all internal services.
4. Research questions using all available information resources, both internal and external to CCAC.
5. Problem solve, diagnose and resolve technical issues.
6. Provide feedback to manager to ensure optimal workflow is being utilized in all situations.
LEVEL I (In addition to CORE)
General flex coverage to supplement busy daylight hours as well as provide coverage for evening and weekend hours. Provide support for staff when directed. Help maintain computer lab for student and faculty usage and address technology related issues within classrooms as necessary.
1. Help to ensure the operation and full functionality of the computer lab and equipment.
2. Perform walk-throughs of the open lab every 10 minutes.
LEVEL II (In addition to CORE & LEVEL I)
1. Core job duty #4, but all levels of users and technical staff.
2. Assist with the content creation, editing and maintenance of the department's website(s) and participate in development of web-based applications.
3. Monitor the phone queue during shift to provide support for the Service Desk. Identify research and respond to service tickets in a complete and timely manner.
Open Lab Operations
1. Provide referral information to other departments to students who need more in-depth assistance.
2. Prepare online and hard copy material to assist students and faculty to utilize software and computer hardware.
3. Create documentation to increase knowledge sharing and document issues & solutions in a complete, concise manner for use in knowledge base system.
4. Actively participate on assigned projects.
Associate's degree in computer science or related field; minimum two years experience with various software applications; background in computer software and hardware preferred. Must have strong organizational skills, and the ability to multitask, work in a team environment, learn new technical skills quickly, and independently remain current in the technology field.
Must be able to type a minimum of 30 words per minute. Must have strong written and oral communication skills.
Occasionally requires physical exertion to reach, bend, and stand for long periods of time, crawling into tight areas, including under desks. Must be able to move, lift, carry, and push multiple heavy objects each weighing up to 30 pounds periodically.
1. Exhibit patience, effective interpersonal skills, assertiveness, diplomacy and the ability to determine when each is required.
2. Work with a positive attitude in an ever changing environment.
3. Be punctual, dependable, and do the job right the first time.
4. Complete work assignments in the most efficient manner.
5. Take the initiative to learn new software and hardware on their own and remain open to new ideas and technology at all times.
6. Make appropriate decisions that support student learning, make sure actions are adequate to solve problems, and complete tasks in a timely manner.
7. Open Lab Operations: Always perform work with Customer Service best practices.
This posting is a pool and not for any specific position. Open to all college locations as needed.
This user support analyst position is temporary part-time, paid hourly and does not come with benefits.
Hourly Rate: $13.00
Equal Employment Opportunity Employer
The Community College of Allegheny County (CCAC) and its Board of Trustees are committed to the principle of equal opportunity in education and employment for all. College conforms to all applicable federal, state, and local laws and regulations relating to equal employment. The College CCAC does not discriminate based upon race, color, religion, national origin, ancestry or place of birth, sex, gender identity or expression, sexual orientation, disability, use of a guide or support animal due to disability, marital status, familial status, genetic information, veteran status, or age or use of a guide or support animal because of blindness, deafness or physical disability of any individual. Creating, supporting and sustaining a diverse community prepare our students to be effective in the world outside of CCAC.
The College also prohibits and will not engage in retaliation against any person who in good faith reports a violation of this policy, makes a claim of discrimination or harassment, provides information in an investigation of a potential violation of this policy, or otherwise engages in protected activity under the law. Questions may be addressed to firstname.lastname@example.org.
College conforms to all applicable federal, state, and local laws and regulations relating to equal employment.