ITS Client Services Analyst (Reg FT)
ITS Client Services Analyst (Reg
ITS Client Services
: College Wide
The successful applicant
for this position will be required to successfully complete a
post-offer, pre-employment medical examination and performance
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 April 25, 2022. The College cannot
guarantee that application materials received after this date will
be considered or reviewed.
CCAC offers an exceptional benefits package.
Highlights include an excellent health plan with very low
out-of-pocket expense network option, generous time off and holiday
pay, a 403b retirement plan with up to 10% employer match or other
options through the State's retirement defined benefit pension
system, free employee parking, public service (student) loan
forgiveness eligible employer, and employer paid benefits including
group life insurance, short-term and long-term disability
insurance, and flexible spending accounts, certain conditions or
restrictions may apply.
Work Hours (for hourly positions):
Thursday: 10:30am-6:30pm Friday: 8:30am-4:30pm Additional hours,
including morning, evening and weekend hours, may be needed to meet
the needs of the department.
Admin 12 - $42,821
5109, 5117, 5136, 5764, 5785, 5770
Job Open Date:
Job Close Date:
Provide excellent customer
service and technical support to the faculty, staff and students on
all college-wide technology. Participate on technology initiatives
at the college.
Requires an associate's degree (Bachelor's preferred) in computer
science, information science, or related computer area and minimum
two years related work experience or a high school diploma or GED
and a minimum of four related years' working experience in
information technology field.
The ability to effectively communicate on diverse technical topics
for non-technical and technical audiences. Must be detail oriented
and have a proven ability to meet deadlines. Must have superior
analytical, critical thinking, and problem solving abilities to
independently identify, research, and resolves technical problems
with minimal supervision. Must be a highly motivated professional
who is eager to grow, learn, and gain new complex skills quickly.
Ideal candidates will be self-starters, team-oriented,
customer-focused, positive, and committed to excellence.
Professional communication skills are required as the position
requires significant interactions with clients. Must be able to
work in a fast-paced environment with demonstrated ability to
effectively prioritize multiple competing tasks and demands.
Understanding of Active Directory, Print Management, Group Policy,
JAMF, and Extron is preferred. ITIL Foundations Certification
preferred. Must have ability to understand and adhere to internal
process, procedures and guidelines for the department.
This position will be required at any time to report to any CCAC
location to provide the necessary support.
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 throughout each work day. Frequently
involves exposure to dusty areas behind desks, office furniture,
1. Ability to review customer inquiries and requests and provide
support via telephone, instant messaging, video conferencing,
email, and in person. Research and respond to Tier 2 customer
inquiries according to established SLAs while ensuring excellent
2. Analyze and troubleshoot any technology related problems
efficiently in order to maintain all technology related items are
in working order, and perform routine maintenance/repairs as needed
or assigned. Work directly with technology vendors as necessary to
resolve issues. Technology support includes, but is not limited to:
laptops, desktops, printers and other peripherals, wireless access
points, cellular & television services, surveillance systems,
doors systems, instructional technology, Crestron systems, Extron
systems, projectors, televisions, document cameras, sound systems,
digital signage, VOIP, network cabling/support, specialized
discipline specific software installations/configuration, VPN,
various collaboration tools, conference room technology, and
3. Install and configure systems & application software for
Microsoft Windows, Apple Mac OS, and various mobile operating
systems. Understanding and utilization of centralized
hardware/software asset management systems and MDM
4. Collaborate with team members to deliver services in a
centralized, standard, streamlined fashion. Collaborate with
training teams to assist with training on a variety of technology
topics and solutions to students, staff and faculty where
applicable. Create clear and concise documentation for technology
support and process mapping as needed.
5. Assist with the content creation, and proactive editing and
maintenance of the department's website(s), portal, intranet, and
knowledge base as required.
6. Support live events where applicable, and make recommendations
to incorporate permanent, customer friendly technology to allow for
expansion of self-service for these types of events. Provide
technical support for all associated hardware, cabling and
7. Participate in research, pilot testing, and review of various
technology related solutions aimed at continuous business process
improvement. Provide detailed recommendations with appropriate
consideration of costs, risks, end user experience, implementation
details, and support/sustainability. Participate in the creation
and review of RFP and bid documents when required. Provide
recommendations for management review.
8. Demonstrate technical abilities, planning, organization and
persistence to ensure completion of goals and objectives in
9. Ensure copyright and licensing compliance regarding the use
and/or installation of media & software at the
10. Monitor various ServiceDesk queues when assigned to provide
additional cross-functional IT support. Occasionally will be
required to work on as needed basis during the evenings and
11. Possess the skills and understanding necessary to identify
information security issues where applicable, and initiate the
appropriate response needed to mitigate such risks.
12. Continue to update and keep technical skills current to
maintain high level of product knowledge in all areas of assigned
13. Collaborate with all audiences to understand project
requirements and recommend sustainable solutions that meet defined
business and academic needs.
14. Interpret and present information and ideas clearly and
accurately. Maintain accurate, organized, and detailed records and
develop and maintain reports and statistics as required or
15. Work cooperatively with staff within the Information Technology
Services Department and other divisions of the college to
accomplish departmental, divisional and institutional goals as
16. Perform other related duties as required or assigned.
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
Effective November 1, 2021, as a
condition of employment, all new employees of Community College of
Allegheny County must be fully vaccinated against COVID-19 and
provide proof of their vaccination or have received an approved
exemption to be an employee. Prospective employees who are offered
a position can request an exemption from this vaccine requirement
for religious or documented medical reasons. Exemption requests
will be reviewed for approval on a case-by-case basis by the Office
of Human Resources.
To view the full job posting and apply for this position, go to: