Help Desk Support Analyst

Binghamton University; City of Binghamton (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Binghamton University is seeking a Help Desk Support Analyst to join Information Technology Services. You will provide software and network support to faculty, staff, students, and campus affiliates, delivering flexible, patient solutions and documenting every interaction in TeamDynamix.

The role emphasizes strong communication, data confidentiality, and learning new technologies. You will assist with knowledge base updates, Gradescope integration tasks, and adapt schedules to the academic

Qualifications

• Associate's degree (or higher) with at least one year in a Help Desk or similar technical support role.
• Experience with Windows and/or Mac operating systems, Microsoft Office, and general technical troubleshooting.
• Familiarity with ticketing software, such as TeamDynamix.
• Ability to communicate effectively in oral and written form with technical and non-technical clients.
• Ability to deal successfully with a diverse group of users, faculty, staff and students.
• Demonstrated ability and motivation to learn new technologies and become adept at them quickly.

Responsibilities

• Provide software and network support to faculty, staff, students, and other campus affiliates.
• Provide flexible, patient, and creative solutions to issues as they arise.
• Maintain detailed record keeping of the nature and resolution of all calls in TeamDynamix ITSM software.
• Resolve client problems during the first call whenever possible.
• Educate clients on problem prevention and escalating problems to higher levels for resolution when necessary.
• Assist in the development of and provide updates to most popular Knowledge Base Articles and Help Desk resources.
• Meet or exceed Binghamton University's customer's expectations.
• Demonstrate competence, timeliness, quality, and excellence.
• Assist with Gradescope test scoring process including scanning and its integration with Brightspace.
• Have flexibility in work schedule as schedules will fluctuate based on the academic calendar.
• Be able to maintain data confidentiality and compliance with regulatory requirements (HIPAA, FERPA, PCI, etc.).

Skills

Windows & Mac OS

Microsoft Office

Technical troubleshooting

Ticketing software

Communication skills

Customer service

Learning agility

Education

Associate's degree or higher

Bachelor's degree in IT (preferred)

Tools

TeamDynamix ITSM

D2L Brightspace

Google Workspace

Office 365

Remote assistance tools

Job description

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

The Help Desk Support Analyst reports to the Assistant Director of Client Support Services, works directly with other members of the Client Support and Technical Support teams, and works closely with other key groups and staff members within Information Technology Services (ITS).

• Provide software and network support to faculty, staff, students, and other campus affiliates.
• Provide flexible, patient, and creative solutions to issues as they arise.
• Maintain detailed record keeping of the nature and resolution of all calls in TeamDynamix ITSM software.
• Resolve client problems during the first call whenever possible.
  • Educate clients on problem prevention and escalating problems to higher levels for resolution when necessary.
• Assist in the development of and provide updates to most popular Knowledge Base Articles and Help Desk resources.
• Meet or exceed Binghamton University customer's expectations.
• Demonstrate competence, timeliness, quality, and excellence.
• Assist with Gradescope test scoring process including scanning and its integration with Brightspace.
• Have flexibility in work schedule as schedules will fluctuate based on the academic calendar.
• Be able to maintain data confidentiality and compliance with regulatory requirements (HIPAA, FERPA, PCI, etc.).

Requirements

• Associate's degree (or higher) with at least one year in a Help Desk or similar technical support role
• Experience with Windows and/or Mac operating systems, Microsoft Office, and general technical troubleshooting
• Familiarity with ticketing software, such as TeamDynamix
• Ability to communicate effectively in oral and written form with technical and non-technical clients
• Ability to deal successfully with a diverse group of users, faculty, staff and students
• Demonstrated ability and motivation to learn new technologies and become adept at them quickly

Preferred

• Bachelor's degree in an Information Technology related field
• At least two years of experience in a technical support role
• Familiarity with D2L Brightspace, Gradescope, Google Workspace, Office 365, and/or mobile technology
• Experience working in a large complex organization, in higher education or a research environment
• Experience using TeamDynamix ITSM
• Experience using remote assistance tools

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 [phone] or via email at [e-mail]

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 the ADA Coordinator by completing the Reasonable Accommodation Request Form.