Service and Support Analyst

Employer

Cleveland Community College

Job Location

Shelby, North Carolina

Salary Grade

Based on experience. Salary range $37,251 to $55,877

Benefits

Full Benefits Permanent

Job Reports To

IT Support Coordinator

Job Category

Technical & Paraprofessional

Application Period

Opens: 01/24/2025
Closes: 02/14/2025

Target Start Date

02/17/2025

Expected Work Hours

40 hours per week, 8 to 4 pm, Monday through Friday

Employment Type

12 month Permanent Full-time

Minimum Qualifications

Required Qualifications
    • Associate degree from a regionally accredited institution required.
    • Experience with hardware and software installation, information systems, networking, and virtualization.
    • Commitment to the use of information technology for instruction.

 

Skills and Abilities
  • Ability to work effectively and collegiate with others.
  • Skill in the use of computers and commitment to use of technology.
  • Experience with current version of MS Office or similar programs.
  • Excellent oral and written communication skills.
  • Provide exceptional customer service with people internal and external to the institution.
  • Familiarity with and appreciation for the mission of a comprehensive community college.
  • Flexible and adapts to change.
  • Ability to multi-task with multiple departments and activities of others.

Preferred Qualifications

See required qualifications.

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.

Position 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.
  • Support 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.
  • Back 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.
  • Perform other duties as assigned and other related duties incidental to the work described herein.

How to Apply

Interested candidates must complete the online employment application via PeopleAdmin. Candidates can apply by accessing https://clevelandcc.peopleadmin.com/ or by clicking the position title above.

 

Contact Info

Allen Kniceley, Director of Human Resources and Organizational Development, kniceleya@clevelandcc.edu

704-669-4037

200 West Jones Street Raleigh, North Carolina 27603

(919) 807-7100