Help Desk Analyst (7 Positions)

Salary: $37,500.00 - $52,500.00 Annually
Location : Decatur, AL
Job Type: Full-Time
Job Number: 04232
College/Division: ACCSO-100285-Certification and Credentialing
Opening Date: 03/12/2024
Closing Date: 4/9/2024 3:00 PM Central
Campus Location: Alabama Community College System
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:

1. Serve as the first point of contact for end users seeking technical assistance via phone, text, email or in a ticket.
2. Utilize trouble ticketing and knowledge base system to ensure customers' issues are resolved. Educate end users on system IT policies.
3. Use established communication protocol and resolution procedures to provide a consistent experience to all end users system wide including students, faculty, and staff.
4. Escalate service requests via ticket system when appropriate.
5. 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.
6. Support system wide initiatives and provide end users with instructions and FAQs as needed.
7. In coordination with the Help Desk Coordinator, provide analysis and feedback concerning Help Desk tickets to improve processes and technical support.
8. Maintain SLA by prioritizing and completing all assigned service tickets.
9. Assists ACCS member institutions with technical support problems if requested.
10. Stay aware of developments in the Workforce, Adult Education, Innovation Center, Academic and Operational areas of ACCS to provide support as needed.

SECONDARY DUTIES:

1. Survey institutions to gather information useful to the Help Desk environment.
2. Assist in preparing and maintaining technical documentation and FAQs.
3. Other duties as assigned.

Qualifications
QUALIFICATIONS:
REQUIRED:

1. 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:

1. Knowledge of the higher education environment.
2. Knowledge of Ellucian Banner, Office 365 and Instructure Canvas.

Application Procedures/Additional Information
APPLICATION PROCEDURES:
Applications must be filed online at:
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:

1. Online application
2. Cover letter
3. Current resume
4. Separate list of four (4) professional references (not letters) with complete contact information
5. 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 , or Nikita Payne at (334) 293-4603 or
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.
Annual Leave
Full-time employees may earn annual leave based on half-month pay periods as follows: Years of Employment Leave Per Pay Period Annual Leave Fewer than 5 years 4 hours 20 minutes 13 days 5 but less than 10 years 5 hours 25 minutes 16 days 2 hours 10 but less than 15 years 6 hours 30 minutes 19 days 4 hours 15 but less than 20 years 7 hours 35 minutes 22 days 6 hours 20 but less than 25 years 8 hours 40 minutes 26 days 25 or more years 9 hours 45 minutes 29 days 2 hours
Sick Leave
Full-time employees earn 4 hours and 20 minutes of sick leave for each half-monthly pay period of service or 13 days per year. No more than 150 days or 1, 200 hours of sick leave may be accumulated. A complete description of sick leave benefits is outlined in the System Office Policies and Procedures Manual.
Personal Leave
All full-time, part-time, or temporary employees who are employed by the State of Alabama on January 1, and who are stationed outside of Mobile and Baldwin Counties, are entitled to a personal leave day each year in lieu of the former Mardi Gras holiday. The System Office policy requires that employees schedule their personal leave day prior to scheduling any annual leave.
Holidays
The Alabama Community College System observes the following legal holidays:
New Year's Day
Martin Luther King, Jr. /Robert E. Lee Birthday
George Washington / Thomas Jefferson Birthday
Confederate Memorial Day
National Memorial Day
Jefferson Davis Birthday
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
Health Insurance
The State Employees' Health Insurance Plan (SEHIP) is basic hospital medical coverage administered by BlueCross BlueShield of Alabama (BCBS) with prescription benefits administered by OptumRx. For more information visit
Premium amounts *Base rate before discounts

• Single $140
• Family w/o spouse $330
• Family with spouse $490

Discounts and Waivers
Non-Tobacco Discount
Single: $60 | Family w/o spouse: $60 | Family with spouse: $120
Wellness Discount
Single: $25 | Family w/o spouse: $25 | Family with spouse: $50
Preventive Screening Discount
Single:$25 | Family w/o spouse: $25 | Family with spouse: $50
Spousal Surcharge Waiver
Family with spouse: $50 per month
Note: The spousal surcharge applies to family contracts where a spouse is eligible to participate in another employer's insurance coverage. If your spouse's monthly single premium with their employer is $255 or less, then the $50 surcharge will apply. If your spouse's monthly single premium is more than $255, then you may qualify for a waiver of the $50 surcharge.
Net Premium after all discounts and waivers

• Single $30
• Family w/o spouse $220
• Family with spouse $220

If desired, employees may elect optional coverage plans to include dental, vision, and cancer.
Optional Plans
Dental -BCBS or Southland Coverage costs: Single $8 | Family $15 per month
Vision - Southland Coverage costs: Single $12| Family $24 per month
Cancer - Southland Coverage costs: Single $12 | Family $24 per month
Retirement
The Alabama Community College System participates in the Retirement Systems of Alabama Teachers Retirement System. Teachers Retirement System is a state-mandated program where a percentage of your salary is withheld per pay period for an individual's retirement account. The percentage is determined by an employee's hire date and any prior participation in the Retirement Systems of Alabama.
Tier I (those with service credit prior to January 1, 2013): 7.5%
Tier II (those with service credit beginning on or after January 1, 2013): 6.2%
The State of Alabama also has two (2) deferred compensation programs for employees: RSA-1 and Great West. For more information on retirement plans, please visit and for Great West.
Tuition Waiver
This tuition assistance program is designed for all full-time benefits-eligible employees, retirees, and benefits-eligible H Salary Schedule employees of The Alabama Community College System and the Alabama Community College System office and their dependents defined by the policy. It is the responsibility of the employee and/or dependent to ensure that all documents and forms (requested by the College where the student is enrolled) are submitted and signed by the appropriate personnel in a timely manner prior to submission.

• 1/3 waived after 1st year
• 2/3 waived after 2nd year
• 3/3 waived after 3rd year

01
Do you have an Associate degree or higher from a regionally-accredited institution in Information Technology or a related field?

• Yes
• No

02
Do you have at least two (2) years of experience in a help / service desk environment using ticketing and phone services?

• Yes
• No

03
Do you have knowledge of the higher education (2-year or 4-year college) environment?

• Yes
• No

04
Do you have knowledge of any of the following?

• Ellucian Banner
• Office 365
• Instructure Canvas

Required Question