Technical Support Analyst
Binghamton University
Binghamton, NY
Full-time
Information Services / Technology (IT)
Posted on May 7, 2024
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, exceptional staff, and ultramodern facilities to engage and challenge its 18,000+ students. The high-achieving Binghamton student body also represents a great diversity of life 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. This position is part of the ITS Technical Support Team and supports the technical needs specific to one of our university departments. The Technical Support Analyst reports to the Assistant Director of Technical Support, and works closely with the department, 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
- Manage a server environment, including a Windows file server, and ensure that all systems and external feeds are online and communicating properly
- Assist with setting up new employees, including email accounts, mapping network drives, and assigning access to department-specific systems
- Work with the department to identify technology support needs
- 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
- Maintain the department website
- 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.)
- The work schedule will fluctuate based on the academic calendar
- Provide support beyond normal campus hours as needed
Requirements:
Visa sponsorship is not available for this position
- Associate's degree (or higher)
- Minimum of two years' work experience in technical support or instructional technology support role
- Must be able to communicate effectively in oral and written form on technical issues with technical and non-technical clients
- Must have 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
- Offers of employment may be contingent upon successful completion of a pre-employment background check and verification of degree(s) and credentials
- Bachelor's degree
- Four or more years experience working in a large complex organization
- Two or more years experience repairing Mac and/or PC laptops and desktops
- 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
- Experience working in higher education or a research environment
- Experience with Desktop Management products (i.e. Endpoint [SCCM], JAMF)
- Experience with ITSM tools (TeamDynamix)
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.
Application Instructions:
All applicants must apply via Interview Exchange: http://binghamton.interviewexchange.com/candapply.jsp?JOBID=175263
Deadline for Internal Applicants: May 20, 2024
Deadline for External Applicants: Open until filled
Review of applications will begin immediately and continue until the vacancy is filled.
Please submit:
- Resume,
- Cover letter, and
- Contact information for three professional references
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