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Lead Client Services Analyst (Reg FT)

locationUnited States
PublishedPublished: 12/11/2023
Full Time

Lead Client Services Analyst (Reg FT)

Position Title: Lead Client Services Analyst (Reg FT)

Department: Information Technology Svcs

Campus: Office of College Services

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 November 10, 2023. The College cannot guarantee that application materials received after this date will be considered or reviewed.

Performance Evaluation: The successful applicant for this position will be required to successfully complete a post-offer, pre-employment medical examination and performance evaluation.

Benefits: 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.

Remote Work Option: Fully In-Person

Work Hours (for hourly positions): M-F, 7am-3pm

Salary Grade: Admin 13 - $47,929

Job Category: Administrators

Employment Type: Regular Full-Time

Job Slot: 5855

Job Open Date: 10/27/2023

Job Close Date: 11/10/2023

General Summary: Provide excellent customer service and technical support to the faculty, staff and students. Establish and maintain strong rapport with members of the user population. Participate and provide leadership on technology initiatives at the college.


Requires bachelor's degree with at least three years of related work experience (preferred); or associate's degree in computer science, information science, or related computer area and minimum five years related work experience, preferably in higher education. Degree in computer science, information science, or related computer area preferred. Ability to effectively communicate diverse technical topics to 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. Must be able to work in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands. Must possess the skills to effectively take the lead for the team.

This position will be required to report to any CCAC location to provide the necessary support.

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 30 pounds throughout each work day. Frequently involves exposure to dusty areas behind desks, office furniture, etc.

1. Provide team/project leadership for campus based technology initiatives. 2. Provide supervisory role for all campus based ITS Interns and ITS Work Study students. Continue to develop the Intern and Work Study programs collaboratively with the academic departments to ensure the students receive a well-rounded, rich, technology support experience.3. Effectively review customer inquiries and requests for support via telephone, instant messaging, video conferencing and email. Research and respond to Tier 2 customer inquiries according to established SLAs while ensuring excellent customer service. Ability to resolve escalated issues as necessary. 4. Analyze and troubleshoot any technology related problems 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: computers, desktops, printers, wireless access points, cellular services, surveillance systems, doors systems, instructional technology, 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 Blackboard. Take the lead for the team where necessary. 5. Provide technical leadership and guidance in regards to digital signage implementation, Extron implementation, and other specialty technical installations that are customer facing.. 6. Demonstrate organization and follow-up and follow-through skills to ensure completion of goals and objectives in specified timeframe7. Install and configure systems & application software for Microsoft Windows, Apple Mac OS, and various mobile operating systems. Collaborate with team members to deliver services in a centralized, streamline fashion. Develop, coordinate and offer training on a variety of technology topics and solutions to students, staff and faculty. Understanding of centralized hardware/software management systems and MDM systems. 8. Assist with the content creation, and proactive editing and maintenance of the department's website(s), portal, intranet, and knowledge base.9. Support live events from inception to completion where applicable, and make recommendations to incorporate permanent, customer friendly technology to allow for expansion of self-service for these types of events. 10. Provide leadership role at the campus in regards to business process improvements. Identify where technology can better meet business needs of end users and inform management about these possibilities. 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. 11. Ensure copyright compliance regarding the use and/or installation of media & software at the college. Where applicable, make decisions on behalf of the department. 12. Take the lead role in visiting/supporting the center locations. Provide a weekly presence and seamless technology support. Responsible for as needed during the evenings and weekends for emergency purposes.13. Possess the skills and understanding necessary to identify information security issues where applicable, and initiate the appropriate response needed to mitigate such risks. 14. Continue to update and keep technical skills current to maintain high level of product knowledge in areas of assigned responsibility. Ability to provide root cause analysis.15. Collaborate with all audiences to understand project requirements and recommend sustainable solutions that meet defined business and academic needs. 16. 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 assigned.17. 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.18. Create, document, and implement internal process and procedures that can be applied college-wide.19. Perform other related duties as required or assigned.

Clearances: 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 here.

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