Support Analyst I

Job #: 040495
Location Syracuse, NY
Pay Range: $22.11- $22.78 per hour
Hours: Standard University business hours8:30am - 5:00pm (academic year)8:00am - 4:30pm (summer)Variable hours, which may include nights, weekends and sometimes holidays, based on the operational needs of the ITS Service Center and Syracuse Welcome.
Job Type: Full-time

Job Description:
The Support Analyst provides a full range of technical assistance and troubleshooting to students, faculty, staff, applicants, parents, and other users of the University's systems and services. This includes ITS enterprise systems, accounts, and end user devices. Support and troubleshooting encompasses ITS provided online learning technologies including, but not limited to, Blackboard, the University's online learning platform. Online learning support interactions include client access and course content related support as well as supporting real-time learning sessions through Blackboard Collaborate.

Qualifications:

• Associates Degree required with relevant years of experience information technology support. Or Bachelors degree with two (2+) years experience.

Job Specific Qualifications:

• Intermediate to Strong technical knowledge of applications, operating systems, and web-based services encompassing both administration and end-user support.
• Working knowledge and experience with online learning systems (such as Blackboard, Canvas, etc.) in order to provide general troubleshooting and assistive support during online activities through the University online learning systems.
• A service-oriented professional approach in dealing with client.
• Basic understanding of networks including both physical infrastructure and virtual environments.
• Basic understanding of information security concepts including working appropriately with confidential information and restricted access within computing systems.
• Strong interpersonal skills required to effectively collaborate with leaders, peers, and other organizational units.
• Basic understanding and awareness of IT accessibility.

Responsibilities:

• Provide computing and instructional support while working within the ITS Help Desk and walk-in Service Center. Document all interactions using SUs online ticketing system. Provide excellent customer service while translating complex technical solutions into non-technical language for clients of diverse populations with varying levels of computer skills.
• Coordinate the hiring and training, of part-time employees working for both the ITS Help Desk and in-person Service Center. Maintain, and enforce policies that provide clarity around each employees roles and responsibilities while working for ITS.
• Support and assist with the development and implementation of services and projects as per the needs of the organization from standard application and information life cycles to project management including coordinating volunteer staff, student employees, and fellow support analysts to achieve project objections.
• May provide input and assist with updating technical documents submitted for publication in the SU computing knowledge base.
• Work with teams of system administrators, faculty, staff, and other technical support professionals on cloud-based and other applications to accomplish SUs academic goals and administrative requirements.

About Syracuse University:
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the Universitys 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.

About the Syracuse area:
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.

Application Deadline:
Full Consideration By:
Open Until Filled:

To apply, visit https://www.sujobopps.com/postings/103098

Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The Universitys contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.







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