Help Desk Support Analyst

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).

In addition, the Help Desk Support Analyst will:

• 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.).

• 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 technologie

• 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

Salary: Commensurate with Experience

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 (https://www.binghamton.edu/offices/oea/policies-and-procedures/title-ix.html) .

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 (https://docs.google.com/forms/d/e/1FAIpQLSfL3zD9n76Ma5icv9N-xdvrVyU3kuaMxgW1-L2Syi-uwPGw2Q/viewform) .