Support Analyst

Classification: Support Analyst

Salary Grade: 107

Union Affiliation: Support Staff

Office/School: Information Technology Services

Supervising Cabinet Member: Associate Vice President and CIO

THE OPPORTUNITY:

This is an exciting time to be a part of the HCCC community. In 2021, the College launched its Strategic Plan, the culmination of which, aligns with the College's 50th anniversary in 2024. The College was recognized by the Association of Community College Trustees as the recipient of the 2021 ACCT Northeast Region Equity Award. HCCC has recently been named one of 101 recipients, 1 of only 7 community colleges to be distinguished for the Higher Education Excellence in Diversity (HEED) Award, a national honor recognizing U.S. colleges and universities that demonstrate an outstanding commitment to diversity and inclusion. HCCC's Culinary Arts Institute was ranked as the #6 Culinary Arts program in the United States by Best Choice Schools. Most recently, the National Institute for Staff and Organizational Development (NISOD) selected HCCC as one of twenty-four colleges nationwide to be named a "2022 Most Promising Place to Work in Community Colleges." The Bellwether College Consortium has named HCCC a Top Ten Finalist in all three program categories for the nationally recognized 2023 Bellwether Awards: Instructional Programs and Services; Workforce Development; and Planning, Governance, and Finance. HCCC is one of only two colleges in the United States to be invited to compete in all three categories.

OVERVIEW:

Hudson County Community College serves one of the most ethnically diverse and densely populated communities in the United States. The College is a vibrant, urban institution of higher education whose mission is to provide its diverse communities with inclusive, high-quality educational programs and services that promote student success and upward social and economic mobility.

More than 90% of HCCC's students receive scholarships, grants, and loans to finance their education, and the College's extensive financial aid program helps connect students with the resources they need. To date, the College's Foundation has raised over $3.5 million for student scholarships, and HCCC ranks first in the state of New Jersey for its award of Community College Opportunity Grant funds. About half of its more than 12,000 credit students identify as Hispanic, and more than 33% of all students were born outside of the U.S. In 2021, HCCC had two students selected from a national applicant pool to receive the prestigious Jack Kent Cooke Foundation's Undergraduate Transfer Scholarship.

Hudson County Community College has three campuses. The largest campus is located at the heart of Jersey City's Journal Square, which is approximately 20 minutes from New York City. The College has a North Hudson Campus, located in Union City, New Jersey, and an additional location at the Hudson County Schools of Technology in Secaucus, New Jersey. The College offers 70 degree and certificate programs and more than 300 day, evening, and weekend courses throughout its three-campus network.

Hudson County Community College is committed to delivering high-quality educational experiences. HCCC is a member of the Achieving the Dream network of community colleges. Achieving the Dream is a national reform network of high-performing community colleges that are focused on leveraging data-informed best practices to promote equitable outcomes.

The College boasts several signature programs, including a nationally recognized Culinary Arts Institute and School of Nursing and Health Professions. The College's Culinary Arts Institute is one of only three programs in the New York Metropolitan region to hold accreditation from the Accrediting Commission of the American Culinary Federation Education Foundation. The Culinary Arts Institute features state-of-the-art facilities and a hands-on program that prepares students for a range of careers in the hospitality industry. The Nursing Program includes a theoretical base of general education and science courses together with a range of nursing theory and practical courses designed to prepare graduates to be eligible for the New Jersey State Licensure Examination for Registered Professional Nurses (NCLEX-RN).

Department

Information Technology Services

Position Summary

In response to work orders, provides first-level field technical support, problem analysis and resolution, general technical assistance, and training to computer systems users at our Journal Square Campus in Jersey City, NJ, as well as our North Hudson Campus in Union City, NJ campus and other locations as required. The Support Analyst is required to interact with all levels of employees, management, students, and vendors. The successful candidate will provide telephone, face-to-face, and online support for computer hardware and software support across all campus locations, following existing installation and troubleshooting guidelines. Ensuring the safety of the College's computer systems in accordance with existing security policies is essential. Additionally, the Support Analyst maintains and updates the inventory of computer hardware and software. The successful candidate will maintain a ticket request log, including updating user requests, work performed, and resolution. Performs other related technical support activities, as required. Participates in special projects, as required. Remains flexible and adaptable to work schedules and work assignments as defined by organizational and department needs.

Required/Minimum Qualifications

• A minimum of a High School diploma is required. Associate degree with two years of related technical experience preferred. Technical certifications are also preferred.
• Demonstrated ability to interact with a culturally diverse population and to effectively and respectfully function and communicate within the context of varying beliefs, behaviors, orientations, identities, and cultural backgrounds.

Preferred Qualifications

• Windows 10/11
• Microsoft 365 and Office applications
• Computer Hardware and Printers
• Audio/Visual Systems and Collaboration Software (Webex, Zoom, Teams, etc.)
• Apple Macintosh
• Mobile Technologies (Smartphones, Tablets, Chromebooks, etc.)
• Desire to maintain ongoing awareness of technology trends

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