Service Desk Support Analyst (Reg FT)

**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\. The College cannot guarantee that application materials received after this date will be considered or reviewed. **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, s