Programmer Analyst - End Use Support

100 Albany Med Health System; New York (NY); On-site; USD 70,068 - 108,605; Full time

Job summary

Albany Med Health System is seeking a Business System Program Analyst II to provide frontline technical support for desktop computing environments, endpoint deployment, AV technologies, and end-user services in a day shift. The role covers installing, configuring, and maintaining hardware, software, and meeting room tech, ensuring a reliable technology experience for staff and leadership.

The position emphasizes strong customer service, problem solving, and collaboration with IT teams to resolve

Qualifications

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be substituted.
• 2–5 years of experience supporting desktop computing environments.
• Experience with Windows operating systems and desktop hardware.
• Experience with imaging, deployment, and endpoint provisioning.
• Hands-on experience with AV systems and meeting room technologies.
• Knowledge of Microsoft 365 applications and collaboration platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Commitment to exceptional customer service.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktop computers, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Install, configure, and maintain Windows and other endpoint devices.
• Troubleshoot Microsoft 365 applications, email, collaboration tools, and business software.
• Document incidents, service requests, and resolutions within the IT service management system.
• Escalate complex issues to appropriate technical teams when necessary.
• Create, maintain, and deploy standardized computer images; configure and provision new computers and devices.
• Manage hardware inventory and technology asset tracking; ensure endpoint compliance with security standards.
• Coordinate equipment deployments and user onboarding activities.
• Support executive meeting, conference room, and collaboration technologies.
• Assist with virtual and hybrid meetings utilizing platforms such as Microsoft Teams, Cisco Telepresence, and other associated technologies.
• Provide onsite support for executive meetings, presentations, training events, and special functions.
• Maintain meeting room technology and coordinate vendor support when required.
• Recommend improvements to audiovisual systems and user experience.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Time management

Education

Associate degree in IT/CS or related

Tools

Windows OS

AV systems

Endpoint provisioning

Microsoft 365

Active Directory

Azure AD

Job description

Department/Unit: Information Systems & Services. Work Shift: Day (United States of America). Salary Range: $70,068.00 - $108,605.00.

Business System Program Analyst II position provides frontline technical support for desktop computing environments, endpoint deployment, audiovisual technologies, and end-user services. This role is responsible for installing, configuring, troubleshooting, and maintaining computer hardware, software, mobile devices, and meeting room technologies while delivering exceptional customer service. The analyst serves as a key resource in ensuring a reliable, secure, and productive technology experience for employees, executive leaders, and stakeholders.

Essential Duties and Responsibilities

• Desktop and End User Support
  • Provide Tier 1 and Tier 2 technical support for desktop computers, laptops, mobile devices, printers, and peripherals.
  • Diagnose and resolve hardware, software, operating system, and connectivity issues.
  • Install, configure, and maintain Windows and other supported endpoint devices.
  • Troubleshoot Microsoft 365 applications, email, collaboration tools, and business software.
  • Document incidents, service requests, and resolutions within the IT service management system.
  • Escalate complex issues to appropriate technical teams when necessary.
• Computer Imaging and Deployment
  • Create, maintain, and deploy standardized computer images.
  • Configure and provision new computers and mobile devices for end users.
  • Perform equipment refreshes, upgrades, and asset replacement activities.
  • Manage hardware inventory and technology asset tracking.
  • Ensure endpoint compliance with organizational security and configuration standards.
  • Coordinate equipment deployments and user onboarding activities.
• Audio Visual and Meeting Technology Support
  • Support executive meeting, conference room, classroom, and collaboration technologies.
  • Configure and troubleshoot audiovisual equipment including displays, projectors, microphones, speakers, cameras, and presentation systems.
  • Assist with virtual and hybrid meetings utilizing platforms such as Microsoft Teams, Cisco Telepresence, and other associated technologies.
  • Provide onsite support for executive meetings, presentations, training events, and special functions.
  • Maintain meeting room technology and coordinate vendor support when required.
  • Recommend improvements to audiovisual systems and user experience.
• Customer Service and User Engagement
  • Deliver professional, responsive, and customer-focused technical support.
  • Communicate technical information clearly to users of varying technical abilities.
  • Develop positive working relationships with staff, leadership, vendors, and stakeholders.
  • Follow established service level agreements and performance standards.
  • Create and maintain user documentation, knowledge articles, and technical procedures.
  • Participate in user training and technology awareness initiatives.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be substituted.
• 2–5 years of experience supporting desktop computing environments.
• Experience with Windows operating systems, desktop hardware, and peripheral devices.
• Experience with computer imaging, deployment, and endpoint provisioning processes.
• Hands‑on experience with installing and supporting AV systems, infrastructure hardware and meeting room technologies.
• Knowledge of Microsoft 365 applications and collaboration platforms.
• Strong troubleshooting and problem‑solving skills.
• Excellent verbal and written communication skills.
• Demonstrated commitment to exceptional customer service.

Preferred Qualifications

• Experience with endpoint management solutions such as Microsoft Intune, SCCM, or similar tools.
• Experience supporting healthcare, education, or enterprise environments.
• Familiarity with Active Directory, Azure AD, and identity management.
• Experience with ServiceNow or other IT service management platforms.

Key Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Desktop Support
• Endpoint Deployment and Imaging
• Audio Visual Systems Support
• Communication Skills
• Team Collaboration
• Time Management
• Documentation and Process Improvement
• Adaptability and Continuous Learning

Physical Requirements

Ability to lift and move computer equipment and audiovisual devices up to 50 pounds. Ability to work in office, conference room, classroom, and technical support environments. Ability to travel between organizational locations as needed. Ability to work occasional evenings or weekends to support special events, upgrades, or project implementations.

Equal Opportunity Employer

Albany Med Health System is an equal opportunity employer.

Confidentiality and Information Security

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.