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IT Customer and Application Support Analyst – SharePoint Developer

Position Information

Position Information

Date Posted 09/05/2017
Open Until Filled No
Anticipated Application Deadline (Close date) 11/06/2017
Working Title IT Customer and Application Support Analyst – SharePoint Developer
Job Classification Systems/Programmer IV
Department Name 19200T-CSSD-IT Customer & Application Support
Job Type Staff
Position Number 0133108
Hiring Range TBD based on qualifications
Position Description

The University of Pittsburgh’s Computing Services and Systems Development (CSSD) department is seeking an IT Customer and Application Support Analyst that will have responsibility for support of computing devices and enterprise applications throughout the University.
This position is a high-level, technical position and duties include the following: resolving customer questions and problems that could originate from the Technology Help Desk, Service Owners, or directly from customers. Specific duties include: supporting enterprise applications; providing feedback to Service Owners concerning desired features, common issues and opportunities for improvement; prompt completion of project tasks; assisting with enterprise application testing; working with vendors to resolve customer application issues; supporting remote desktops; supporting mobile devices; and assisting with enterprise migrations and implementation of new enterprise services. Support staff work in a dynamic, fast-paced environment which provides support over the phone, through e-mail, and in person onsite support. Technical requirements include experience in the creation and support of SharePoint sites, extensive knowledge of Microsoft Office suite of products to include Microsoft Exchange, technical desktop (Windows and Mac) and mobile device (iOS and Android) expertise, ability to clearly and accurately document technical solutions, and experience in a technical call center / service ticket driven environment. Excellent technical troubleshooting skills are a must.

Bachelor’s degree in CS, IS or a related field preferred (or equivalent in experience), have at least 6 to 8 years’ experience in the IT field, and have IT customer support experience. The successful candidate must provide exceptional customer service and be willing to assist peers to ensure the success of the Customer and Application Support team. Must have a demonstrated track record of achieving stated goals – excellent professional communication, presentation and interpersonal skills are required. The ability to handle multiple priorities and react to immediate problems and tight deadlines is essential. The need to fully and accurately document solutions to issues, end user instructions, work logs in user tickets and other documentation is crucial.

Applicants must provide three work related references (supervisory, whenever possible) as well as include their complete employment and salary history on their application.

Education Required Baccalaureate
Minimum Related Experience Level Required 6-9 years experience
Additional Education and/or Experience Essential to the Position

Bachelor’s degree in Information Science, Computer Science, Engineering or related field required to meet the technical demands of this position. Experience with current web and networking technologies including IIS, Active Directory is beneficial in addition to having worked with document management software and understand current paperless strategies and services.

Required Licenses/Certifications
Child Protection Clearances

The following PA Act 153 clearances and background checks may be required prior to commencement of employment and as a condition of continued employment: PA State Police Criminal Record Check, FBI Criminal Record Check, PA Child Abuse History Clearance.

Assignment Category Regular, Full-Time
Percent Effort 100
Scheduled Work Hours 8:30 a.m. - 5:00 p.m.
If Varied Work Schedule, Please Specify

On occasion, some evening and weekend work may be necessary depending on business load, project timeline requirements, or schedule downtime changes. Unscheduled or urgent support outside of business hours may occur. May be responsible for carrying an escalation cell phone on a rotating schedule.

If Part Time, Actual Standard Weekly Hours
Campus Pittsburgh
University Benefits

The University offers an excellent comprehensive benefits package for all full-time and part-time regular employees including:


• Education benefits and a retirement plan with employer match

• Group medical insurance, life insurance, and optional vision and dental insurance

• Free transit service within Allegheny County for employees of the Oakland campus (Port Authority Transit)

• Time off benefits including vacation, sick and personal time

For more information regarding the University’s benefits package, please visit www.hr.pitt.edu/benefits

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a bachelor's degree or will have completed one by the end of this current term?
    • Yes
    • No
  2. * Have you ever worked in customer service or where customer service was a priority?
    • Yes
    • No
  3. * How did you hear of this position at the University of Pittsburgh?
    • Career Development Center (CDC)
    • Chronicle of Higher Education
    • Commonwealth Workforce Development System (Formerly PA CareerLink)
    • Craigslist.org
    • Currently a University Employee
    • Dice.com
    • Monster.com
    • Pitt Career Services
    • Pittsburgh Post Gazette
    • Pittsburgh Technology Council
    • PittSource Search
    • Referral (Friend, University Employee, etc.), please specify below
    • StudentAffairs.com
    • Higheredjobs.com
    • Indeed.com
    • Internet Search
    • Other: (Please specify below)
  4. * How do you organize a large project? Give an example of a large project you organized in the past.

    (Open Ended Question)

  5. * Please specify from above (if applicable):

    (Open Ended Question)

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter