User Support Analyst (Regular Full-time)

Community College of Allegheny County in Pennsylvania

Deadline Open until filled
Date Posted May 4, 2012
Type Administrative
Salary Not specified
Employment Type Full-time

Community College of Allegheny County (CCAC)

User Support Analyst (Regular Full-time)


All applicants must apply online at:  Position is posted open until filled. The College's online application system will allow you to complete a college application, apply online, answer screening questions, and attach a resume, cover letter and other documents.


General Summary:

Provide excellent customer service and technical support to the faculty, staff and students. Install and maintain computer software and hardware. Must be detail oriented and have a proven ability to meet deadlines. Able to anticipate, identify and resolve problems and operate with minimal supervision.


Job Specifications:

Bachelor's degree (preferred) with at least one year related work experience or Associate's degree in computer science, information science, or related computer area and minimum three years related work experience, includes experience with web authoring, content creation, multimedia production and/or web technology. Experience in installation and configurations of various software packages and operating systems; working knowledge of network technologies. Able to effectively communicate orally and in writing technical information to non-technical/technical audiences.


Physical requirements: Frequently 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 50 pounds throughout each work day.  Frequently involves exposure to dusty areas behind desks, office furniture, etc.


Job Duties:

1. Troubleshoot computers and related peripherals problems in order to maintain all campus computers in working order and perform routine maintenance/repairs as needed or assigned.

2. Install and configure computers & software acquired for stand-alone and/or network use.

3. Develop or assist in the development of media or applications required for the department's online learning initiatives.

4. Monitor phone queue during assigned shifts to provide support for ServiceDesk and be available on-call basis during the evenings and weekends.

5. Respond to customer inquiries and requests for support via telephone, instant messaging, video conferencing and email.

6. Identify research and respond to service tickets in a timely manner and provide customer focused support.

7. 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.

8. Participate in business process engineering & office automation feasibility studies, including work flow analysis, cost comparison analysis, software & hardware evaluation and recommendation for management review.

9. Assist with the content creation, editing and maintenance of the department's website(s) and participate in development of web-based applications.

10. Participate in testing of software and hardware to evaluate the ease of use and whether product will aid user in performing their work.

11. Continue to update and keep technical skills current to maintain high level of product knowledge in areas of assigned responsibility.

12. Identify where technology can better meet business needs of end users and inform management about these possibilities.

13. Create documentation to increase knowledge sharing and document issues & solutions in a complete, concise manner for use in knowledge base system.

14. Maintain accurate, organized, and detailed records and develop and maintain reports and statistics as required or assigned.

15. Contact software and hardware vendors to request service regarding defective products.

16. Provide tier 2 (second-level) technical support and training services to students, faculty, and staff. Provide timely feedback to manager and team and actively participate on assigned projects.

17. Perform other related duties as required or assigned.



$38,757 (non-exempt)



Two regular full-time with benefits positions available at the following locations:

Allegheny Campus

808 Ridge Avenue

Pittsburgh, PA 15212


North Campus

8701 Perry Highway

Pittsburgh, PA 15237


CCAC offers a generous and wide-ranging benefits package, including:

-Medical/dental/vision insurances

-403 (b) Retirement Plan

-457 (b) Retirement Plan

-Generous paid leave, including Holidays

-College-paid life insurance

-Short-term and long-term disability

-Tuition Reimbursement and CCAC Tuition Waiver Program

-Pre-tax Flexible Spending Accounts

-Employee Assistance Program

-And more


For further information and details regarding benefits, please visit


All applicants must apply online at: Position is posted open until filled. The College's online application system will allow you to complete a college application, apply online, answer screening questions, and attach a resume, cover letter and other documents.



How To Apply

You can apply for this position online at