Technical Support Analyst
Binghamton University, State University of New York

Category:: Professional
Subscribe::
Department:: Information Technology Services
Locations:: Binghamton, NY
Posted:: Nov 26, 2024
Closes:: Open Until Filled
Type:: Full-time
Ref. No.:: 49675
Position ID:: 183344

About Binghamton University:

Binghamton University is a premier public R1 research institution in the State University of New York (SUNY) system that unites more than 130 broadly interdisciplinary educational programs with some of the most vibrant research in the nation. Our unique character - shaped by our mission, outstanding academics, facilities, and community life - promotes extraordinary student success, research, and service; Binghamton University is where our students, faculty and staff thrive.

Working at Binghamton University is more than about having a great job - it is about having the opportunity to flourish in an exciting, engaging environment. Our faculty and staff appreciate Binghamton's collegial and inclusive culture and its commitment to excellence, education, innovation and civic engagement. Our diverse campus community contributes to our success.

Binghamton merges rigorous academics, distinguished faculty who value cutting-edge, and community-engaged research, teaching and service, exceptional staff, and ultramodern facilities to engage and challenge its 18,000+ students. Our high-achieving student body represents diverse experiences from first-generation college-goers to international students. Beyond their talent, these classmates share a desire to shape the future through technology, insight, intellectual exploration, and community service.

We are an affirmative action/equal opportunity employer, and in keeping with this commitment, we welcome all to apply, including veterans and persons with disabilities.

Job Description:

Budget Title: Lead Programmer/Analyst (SL-3)

Salary: Commensurate with experience

Binghamton University's Information Technology Services is seeking an experienced, energetic, engaging, and collaborative individual to join our Technical Support team that provides hardware, software, and peripheral support to the Binghamton University community.

The Technical Support Analyst must be able to work independently of direct supervision with a diverse, cross-functional group of professionals, faculty, and students to support all in the pursuit of academic excellence within a premier University environment. The Technical Support Analyst reports to the Assistant Director of Technical Support, works closely with members of Technology Support Services, other groups and staff members within Information Technology Services (ITS), and external vendors.

The Technical Support Analyst will:

• Provide hardware and software support for university-owned devices (computers, mobile devices, copiers, monitors, and printers) including installation, configuration, upgrading, troubleshooting, and repair.
• Diagnose and resolve basic and complex problems; perform triage and escalate unresolved problems to groups within ITS when appropriate.
• Transfer data, map network drives, assist with faculty and staff email accounts and install new computers and applications.
• Research, recommend, and implement hardware and software purchases and configurations to meet user needs and to help ensure compatibility with university systems and architecture.
• Use the ITSM system (TeamDynamix) to thoroughly document incidents and resolutions.
• Use desktop management tools to streamline support and device management.
• Maintain fluency in new technologies that are used at Binghamton University.
• Provide flexible, patient, and creative solutions to issues as they arise.
• Competence, timeliness, quality, and excellence are characteristics the individual must provide.
• Must be able to maintain data confidentiality and compliance with regulatory requirements (FERPA, HIPAA, etc.)
• Work schedule will fluctuate based on the academic calendar.

Requirements:

• Associate's degree (or higher).
• Minimum of two years' work experience in technical support or instructional technology support role.
• Experience installing and supporting current and legacy Windows or MacOS.
• Must be able to communicate effectively in oral and written form on technical issues with technical and non-technical clients.
• Must be able to demonstrate experience installing/supporting current and legacy Windows or macOS.
• Must be able to visit offices and perform work that requires lifting (30 pounds), reaching, bending, kneeling, crawling, or climbing into small workspaces.
• Must be a positive, hard-working person able to deal successfully with a diverse group of users, faculty, staff and students.

Preferred:

• Bachelor's degree is strongly preferred.
• Four or more years of experience working in a large complex organization.
• Apple/Dell/Microsoft/HDI Certifications are strongly preferred.
• Experience troubleshooting and installing computer hardware.
• Experience supporting smartphones and tablets including installing/configuring apps and troubleshooting connectivity issues.
• Familiarity with higher education or research environments.
• Experience with Desktop Management products (e.g., JAMF, SCCM).
• Experience with ITSM tools such as TeamDynamix.

Visa sponsorship is not available for this position

Additional Information:

Offers of employment may be contingent upon successful completion of a pre-employment background check and verification of degree(s) and credentials.

Binghamton University is a tobacco-free campus.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov

Payroll information can be found on our website https://www.binghamton.edu/offices/human-resources/payroll/

Cover letters may be addressed "To the Search Committee."

Postings active on the website, accept applications until closure.

For information on the Dual Career Program, please visit:
https://www.binghamton.edu/offices/human-resources/prospective/dual-career/index.html

Equal Opportunity/Affirmative Action Employer
The State University of New York is an Equal Opportunity/Affirmative Action Employer. It is the policy of Binghamton University to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender identity or expression, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.

As required by Title IX and its implementing regulations Binghamton University does not discriminate on the basis of sex in the educational programs and activities which it operates. This requirement extends to employment and admission. Inquiries about sex discrimination may be directed to the University Title IX Coordinator or directly to the Office of Civil Rights (OCR). Contact information for the Title IX Coordinator and OCR, as well as the University's complete Non-Discrimination Notice may be found here.

Binghamton University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact: Ada Robinson-Perez, ADA Coordinator email: arobins@binghamton.edu or 607-777-3660.

Application Instructions:

All applicants must apply via Interview Exchange: https://binghamton.interviewexchange.com/jobofferdetails.jsp?JOBID=183344

Deadline for Internal Applicants: December 11, 2024

Deadline for External Applicants: Open until filled

Review of applications will begin immediately and continue until the vacancy is filled.

Please submit:

1. Resume,
2. Cover letter, and
3. Contact information for three professional references

You may add additional files/documents after uploading your resume. After you fill out your contact information, you will be directed to the upload page. Please login to check/edit your profile or to upload additional documents: http://binghamton.interviewexchange.com/login.jsp.