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Technical Support Analyst, Computing Services

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Please see Special Instructions for more details.

If you wish to apply for this position, you must submit all application material through the College’s on-line recruiting website at www.pct.edu/jobs. For further information on this position, call 570-327-4770.

Position Details

Position Information

Position Title Technical Support Analyst, Computing Services
Job Code/Position Control Number L2/122/5:010
Position Status Full-time Continuing
Reports to (Supervisor) Title Manager, Technical Support, Computing Services
Co-Supervisor's Title
Daily Direction
Position Summary

This person will provide technical support to the College’s computer users both in person and over the phone. This person will assist with building images for various academic areas and assist with the creation of automation tasks in SCCM and other applications. This person must be proficient in hardware and software maintenance. Specific areas of the college may be assigned to each Analyst. Specific duties may vary by assigned areas.

Position Work Calendar *12 months
Position Work Hours/Week

*37.5 hours per week
Schedule: Sunday through Thursday 12pm to 8:30pm OR Tuesday through Saturday 12pm to 8:30pm.

Abilities and Skills

*Ability to communicate effectively both orally and in written form. (Minimum)
*Ability to successfully train students, staff, and faculty in the operation of computer applications and software products. (Minimum)
*Strong organizational skills. (Minimum)
*Familiarity with instructional software and instructional technology systems or aptitude and willingness to learn. (Minimum)
*Possession of a valid driver’s license. (Minimum)
*Ability to work in a constant state of alertness and in a safe manner and maintain the standard of care that is appropriate for this position. (Minimum)

Education

*Associate Degree in Computer Science or related discipline, OR, equivalent combination of education and work experience which qualifies the individual to perform job functions. (Minimum)
*Bachelor’s Degree in Computer Science or related discipline. (Desired)

Experience

*Two (2) years experience in providing computer-based technical support, installing and operating all types of personal computers and associated hardware/software. (Minimum)
*Experience working with a variety of software packages, applications, and operating systems. (Minimum)
*Experience working with computers in an educational environment. (Desired)

Responsibilities and Duties

-Assist the supervisor with the day-to-day operation of Computing Services. (Essential)
-Assist the supervisor with regard to needs assessment, evaluation, and recommendation of hardware and software applications. (Essential)
-Provide specialized support for unique applications or services used throughout the College. (Essential)
-Provide hardware and software support for all College approved computer applications. (Essential)
-Work with vendor technical support to research, evaluate and implement new and/or required software updates and product fixes. (Essential)
-Perform hardware upgrades when needed to support new applications. (Marginal)
-Maintain current knowledge of the Information Technology Services field by attending seminars and workshops and reading current literature. (Essential)
-Research and recommend the implementation of new products and techniques to the supervisor which will enhance the Colleges’ ability to use new computer technology. (Essential)
-Assist with the implementation of new ITS initiatives across campus. (Essential)
-Resolve computer hardware and software problems assigned in a timely manner. (Essential)
-Work with other ITS and College staff in identifying and resolving computer hardware problems. (Essential)
-Perform hardware set-up, software installation and system testing on purchased computer hardware and software. (Essential)
-Perform basic network outlet testing and report problems to the Network Services Group. (Essential)
-Assist in ensuring compliance of the Acceptable Use Policy by students, faculty and staff. (Essential)
-Provide basic training to college personnel on college desktop applications and other technical areas. (Essential)
-Maintain security of computer hardware, software and peripherals. (Marginal)
-Keep Information Technology Services assets current in the Asset Management System. (Essential)
-Troubleshoot software incompatibilities that result from upgrading systems and conflicts with other applications. (Essential)
-Maintain all printers, scanners and other attached equipment. (Essential)
-Assist with testing, troubleshooting, maintaining, documenting and validating Application packages. (Essential)
-Assist with testing, troubleshooting, maintaining, documenting and validating images for academic areas. (Essential)
-Assist with documenting essential configuration and maintenance procedures for unique systems. (Essential)
-Maintain a standard of documentation that is useful to coworkers to use as reference for similar issues to improve resolution times. (Essential)
-Assist the appropriate ITS Staff with maintaining the software library of all applications used in Computing Services. (Essential)
-Promote campus wide the services offered by Computing Services. (Essential)
-Provide coverage at the Information Technology Services Help Desk. (Essential)

Machines/Tools/Equipment

*Computer Workstations (PC and Mac)
*Mobile Devices (phones, tablets, etc.)
*Ethernet Hubs, Routers and switches and other networking equipment
*All campus approved software
*Multimedia computer equipment
*Computer components, small and large format printers, scanners and other computer accessories
*Computer diagnostic equipment, repair tools, and network test equipment
*Computer Operating Systems
*Print Servers
*Virtual machines

Physical Standards

*Some lifting and carrying not to exceed 50 lbs.

Positions Supervised

*None

Interfacing Departments

*College Wide

Special Job Features

*Regular travel to other Penn College Campuses.
*Some rotation to alternate shift may be required.
*Background check will be required on selected candidate.

Position Level 2
Employment Group APT
FLSA Status Nonexempt
Additional Expectations

-Possess interpersonal skills necessary to deal effectively and courteously with students, faculty, staff and the public. (Essential)
-Demonstrate sensitivity to diversity and multicultural issues. (Essential)
-Be sensitive to the needs and expectations of students, faculty, staff and administrators. (Essential)
-Maintain a high degree of confidentiality with regards to any and all information as a direct or indirect result of job responsibilities/job functions. (Essential)
-Ability to work in a constant state of alertness and in a safe manner and maintain the standard of care that is appropriate for this position. (Essential)
-Perform other appropriate job-related duties as assigned by the supervisor. (Marginal)

College Statement

This is not a complete itemization of all facets of this position. This job description is not an employment agreement or contract. The College has the exclusive right to alter this job description at any time without prior notice.

Office/School Information Technology

Posting Details

Posting Details

Posting Number 00483
Number of Vacancies 1
Open Date 07/06/2017
Closed Date
Open Until Filled Yes
Pay Rate / Salary

Commensurate with credentials submitted as applied to the College’s Administrative, Professional and Technical Staff Salary System.

Additional Information

Federal law requires all employers to verify the identity and employment eligibility of all new hires and the completion of an Employment Eligibility Verification (Form I-9) by the candidate and the employer. Any offer of employment shall be contingent on the applicant’s timely production of required documentation to verify identity and employment authorization. If you cannot or will not be able to produce the required documentation, we cannot consider your application.

If you are currently receiving an annuity from the State or Public School Employees’ Retirement System, employment at Pennsylvania College of Technology may affect your annuity status. If you are currently a member of either the State or Public School Employees’ Retirement System you may be required to contribute into the System.

Desired Start Date As soon as feasible
Position End Date
Special Instructions to Applicants

If you wish to apply for this position, you must submit all application material through the College’s on-line recruiting website at www.pct.edu/jobs.

For further information on this position, call 570-327-4770.

Position Type Administrative, Professional and Technical Staff
EEO Statement

Penn College is committed to equal opportunity and the diversity of its workforce.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • The Sun Gazette, Williamsport
    • Press Enterprises, Bloomsburg
    • Centre Daily Times, State College
    • The Daily Item, Sunbury
    • The Express, Lock Haven
    • The Patriot, Harrisburg
    • The Student Portal
    • The Chronicle of Higher Education
    • HigherEdjobs.com
    • LinkedIn
    • pct.edu recruiting website
    • Internal Posting Announcement
    • Reference from a PCT Employee
    • Facebook
    • Notification as an Alumni
    • Other
  2. * How many years of hands on technical support experience do you have?
    • Less than 1 year
    • 1-2 years
    • 2-4 years
    • 4-5 years
    • More than 5 years
  3. * How many years of experience do you have providing technical support in an educational environment?
    • I have never worked in an educational environment
    • less than a year
    • 1-2 years
    • 2-4 years
    • 4-5 years
    • More than 5 years
  4. * Which operating systems do you feel most comfortable supporting?

    (Open Ended Question)

  5. * Do you have an Associate Degree in Computer Science or related discipline? If not, explain why you feel you have an equivalent combination of education and work experience which qualifies you to perform job functions.

    (Open Ended Question)

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents