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Technical Support Analyst

Employer
Binghamton University, State University of New York
Location
Binghamton, NY

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Job Details

Category:: Professional
Department:: ITS
Locations:: Binghamton, NY
Posted:: Jan 5, 2022
Closes:: Dec 30, 2022 - 11:59 PM EST
Type:: Full-time
Ref. No.:: 06115
Position ID:: 140905

About Binghamton University:


Binghamton University is a world-class institution that unites more than 130 broadly interdisciplinary educational programs with some of the most vibrant research in the nation. Our unique character - shaped by outstanding academics, facilities and community life - promotes extraordinary student success.


Binghamton merges rigorous academics, distinguished faculty and state-of-the-art 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.



Job Description:


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


Salary: Commensurate with experience


Binghamton University is seeking an experienced, energetic, engaging and collaborative individual to work as part of a team that provides timely hardware, software, and peripheral support to the Binghamton University community.


The Technical Support Analyst will be responsible to provide timely hardware, software, and peripheral support to the Binghamton University community. The Technical Support Analyst must be able to work independent 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 directly with other members of Technology Support Services, and works closely with other key groups and staff members within Information Technology Services (ITS).


The Technical Support Analyst will:


  • Provide computer (hardware and software), network, and peripheral troubleshooting and support to the Binghamton University community.
  • Diagnose and resolve basic and complex problems; respond to escalated problems from clients; perform triage; provide remote problem resolution when possible; dispatch problems to appropriate groups throughout ITS; and dispatch out to clients for hardware and software issues not resolved remotely.
  • 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 ITSM system (ServiceNow) to thoroughly document incidents and resolutions.
  • Use desktop management tools such as SCCM and JAMF 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 academic calendar.


Requirements:


  • Associate degree and relevant certifications.
  • Minimum of three 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.
  • Experience supporting Windows 10 or macOS.
  • Must be able to demonstrate experience in installing and troubleshooting Microsoft Windows or macOS.
  • Must be able to visit offices and perform work that requires lifting, reaching, bending, kneeling, crawling or climbing into small work spaces.
  • 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 strongly preferred.
  • Four or more years' experience working in a large complex organization.
  • Experience supporting and installing Windows 10 in an enterprise environment.
  • Experience supporting and installing macOS in an enterprise environment.
  • 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 (SCCM, JAMF).
  • Experience with ITSM tools (ServiceNow).
  • Dell/Apple/Microsoft/HDI Certifications.


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 [email protected]


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:


Deadline for Internal Applicants: 01/20/2022


Deadline for External Applicants: Open until filled


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


Persons interested in this position should apply online.


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.


Organization

Working at Binghamton University

Message on working at Binghamton University from President Harvey Stenger

https://www.youtube.com/watch?v=7DMKyZ37krc&feature=youtu.be    

History

Binghamton University opened its doors as Triple Cities College in 1946, to serve the needs of local veterans returning from service in World War II. Originally located in Endicott, N.Y., five miles west of the present campus, the fledgling school was a branch of Syracuse University.

Four years later, the college was incorporated into the State University of New York (SUNY) and renamed Harpur College in honor of Robert Harpur, a Colonial teacher, patriot and pioneer who helped settle the area west of Binghamton.

In 1961, the campus moved across the Susquehanna River to Vestal. Growing enrollment and a reputation for excellence soon led to the selection of Harpur College as one of four doctorate-granting University Centers in the SUNY system.

In 1965, the campus was formally designated the State University of New York at Binghamton, and in 1992, Binghamton University was adopted as our informal name.

Mission Statement

Binghamton University is a premier public university dedicated to enriching the lives of people in the region, state, nation and world through discovery and education and to being enriched by partnerships with those communities.

Vision Statement

Binghamton as an institution is dedicated to higher education, one that combines an international reputation for graduate education, research, scholarship and creative endeavor with the best undergraduate programs available at any public university.

We are an academically selective community that shares ideas across departments, disciplines and borders. We encourage faculty, students and staff to ask unexpected questions, foster open dialog and develop innovative solutions to important problems.

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