University IT Help Desk Analyst — Flexible Schedule

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

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