Technical support analyst

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Ref. No.: 05095

Position ID: 193952

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. This individual will work closely with the Department of Mathematics and Statistics and serve as their primary Technical Support Analyst.

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 Main Campus Technical Support Manager and collaborates closely with Technology Support Services, other ITS teams, campus staff, 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.
• Assist with basic web server support.
• 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
• Experience installing and supporting current and legacy versions of Windows and macOS
• Experience in troubleshooting and installing computer hardware
• Effective oral and written communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
• Ability to travel to offices and perform physical tasks such as lifting up to 30 pounds, reaching, bending, kneeling, crawling, or working in small spaces
• Ability to work effectively with a diverse community of faculty, staff, and students

Preferred:

• Bachelor's degree
• Four or more years of experience collaborating across multiple teams and departments in a large organization
• Apple, Dell, Microsoft, or Linux Certifications
• Experience supporting smartphones and tablets including installing/configuring apps and troubleshooting connectivity issues
• Experience with basic linux server maintenance including user/permissions management, routine updates, and security patching
• Experience maintaining web services including basic htm
• 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. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements. Additionally, please note that Binghamton University is not an E-Verify employer.

Additional Information:

Offers of employment will 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 [email protected]

Payroll information can be found on our website

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

Postings active on the website, accept applications until closure.

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