Location: Binghamton, NY Category: Professional Posted On: Tue Jan 7 2020 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 expected to "build", customize and maintain both Windows and Mac images; support campus software packages; use and maintain desktop management tools for Microsoft Windows (SCCM) and macOS (JAMF); for University-owned computers. The individual will use similar tools for deploying and maintaining mobile devices. 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 Services, and will work directly with other members of Technology Support Services, work closely with other key groups or 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 more 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 programs
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
Maintain fluency in new technologies that are used at Binghamton University
Will provide flexible, patient, and creative solutions to issues as they arise
Competence, timeliness, quality, and excellence are characteristics the individual must provide
Work schedule will fluctuate based on academic calendar
Work in a team setting and provide a positive working environment
Must be able to maintain data confidentiality and compliance with regulatory requirements (FERPA, HIPAA, etc.)
A Bachelor's degree with three years of related work experience or an Associate's degree with five years of related work experience and at least one of the following certifications: (Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE), HDI - Desktop Support Technician Certification, CompTIA A+ Certification, or Information Technology Infrastructure Library (ITIL))
Minimum of three years' work experience in a 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
Candidate must be able to demonstrate experience in installing and diagnosing Microsoft Windows software
Proven ability to engage simultaneously in multiple projects and bring them to successful completion
Excellent interpersonal skills, strong analytical skills, and ability to deal with ambiguity in a changing business environment
Experience documenting new and existing processes as well as updating existing documentation when changes are necessary
Must be detail oriented, organized, have excellent problem solving and decision-making skills, willing attitude, persistent follow-through, and effectiveness in getting things done collaboratively
High degree of personal integrity and standards of professional conduct
Experience and ability to positively interact with senior management
Excellent communication and collaboration skills with team and community
Must be a positive, hard-working person able to deal successfully with a diverse group of users, faculty, staff and students
Excellent customer service skills
A valid/clean license to operate a motor vehicle
Must be able to visit offices and perform work that requires lifting (30 pounds), reaching, bending, kneeling, crawling or climbing into small work spaces for extended periods of time
Bachelor's degree in a related field
4, or more, years of experience working in a technical support or instructional technology support role
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 with Desktop Management products (SCCM, JAMF)
Experience with ITSM tools (ServiceNow)
Experience working in higher education or a large research technology environment
Experience in working in a large complex and diverse organization
Ability and experience in a fast-paced environment with minimal to no direct supervision
Demonstrated curiosity, interest, and ability in keeping abreast of technology
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@example.com
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.
Internal Number: 119277
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 17,000 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.