Help Desk Analyst (7 Positions)

Position Summary

Under supervision of the Help Desk Coordinator, the Help Desk Analyst consistently delivers technical and end user support in a customer focused environment. This position will accept ownership of resolving technical and end user issues and be able to maintain customer satisfaction while adhering to established service level agreements. The end users supported are the students, faculty, and staff of the entire Alabama Community College System. The position is based at the ACCS Innovation Center in Decatur, Alabama.

Essential Duties and Responsibilities

PRIMARY DUTIES:

• Serve as the first point of contact for end users seeking technical assistance via phone, text, email or in a ticket.

• Utilize trouble ticketing and knowledge base system to ensure customers' issues are resolved. Educate end users on system IT policies.

• Use established communication protocol and resolution procedures to provide a consistent experience to all end users system wide including students, faculty, and staff.

• Escalate service requests via ticket system when appropriate.

• Assist users with accessing Office 365, Banner ERP and Canvas environments. Perform first level support with the use of these environments and their associated applications.

• Support system wide initiatives and provide end users with instructions and FAQs as needed.

• In coordination with the Help Desk Coordinator, provide analysis and feedback concerning help desk tickets to improve processes and technical support.

• Maintain SLA by prioritizing and completing all assigned service tickets.

• Assists ACCS member institutions with technical support problems if requested.

• Stay aware of developments in the Workforce, Adult Education, Innovation Center, Academic and Operational areas of ACCS to provide support as needed.

SECONDARY DUTIES:

• Survey institutions to gather information useful to the help desk environment.

• Assist in preparing and maintaining technical documentation and FAQs.

• Other duties as assigned.

Qualifications

QUALIFICATIONS:

REQUIRED:

• AA/AS degree from a regionally-accredited institution OR two (2) years of experience in a Help/Service Desk environment using ticketing and phone services.

PREFERRED:

• Knowledge of the higher education environment.

• Knowledge of Ellucian Banner, Office 365 and Instructure Canvas.

Application Procedures/Additional Information

APPLICATION PROCEDURES:

Applications must be filed online at: https://www.schooljobs.com/careers/accs

A complete application packet must be submitted by the posted deadline in order to be considered for this position. Applicants who fail to submit all required information will be disqualified. A complete application packet consists of:

• Online application

• Cover letter

• Current resume

• Separate list of four (4) professional references (not letters) with complete contact information

• Unofficial or official transcripts showing degree(s) conferred and conferral dates

• All application materials must be scanned. It is recommended that you have digital (preferably .pdf) copies of your cover letter, resume, list of references, and transcripts showing degree(s) and conferral dates, ready to upload before you begin the application process.

• WE DO NOT ACCEPT E-MAILED APPLICATIONS.

• When you finish the online application procedure, you will receive an on-screen notice that you have successfully applied. HOWEVER, this does not mean that your application materials are complete in accordance with the vacancy announcement. It is the responsibility of the applicant to ensure they have submitted all necessary application materials in accordance with the vacancy announcement.

Please direct any questions regarding the application process to Charlene Finkelstein at (334) 293-4628 or charlene.finkelstein@accs.edu, or Nikita Payne at (334) 293-4603 ornikita.payne@accs.edu.

If you need technical assistance after reviewing the instructions, please contact:

NEOGOV Customer Service

Monday-Friday

8:00 am - 5:00 pm PST

(855) 524-5627

AGENCY INFORMATION:

The Alabama Community College System is an equal opportunity employer. It is the policy of the Alabama Community College System, including all postsecondary community and technical colleges under the control of the Alabama Community College System Board of Trustees, that no employee or applicant for employment or promotion, on the basis of any impermissible criterion or characteristic including, without limitation, race, color, national origin, religion, marital status, disability, sex, age, or any other protected class as defined by federal and state law, shall be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program, activity, or employment.

Any offer of employment is contingent upon a satisfactory criminal background investigation. This employer participates in E-Verify.

The Alabama Community College System reserves the right to withdraw this job announcement at any time prior to the awarding. More than one position in the same job classification may be filled from the applicants for this position should another vacancy occur during the search process.