Location: Binghamton, NY Category: Professional Posted On: Mon Apr 28 2025 Job Description:
Budget Title: Lead Programmer/Analyst (SL-3)
Salary: Commensurate with experience
Binghamton University Information Technology Services is looking for a Help Desk Support Analyst to join our Client Support Services team. The Help Desk Support Analyst will provide superior first-level IT customer support to the Binghamton University community by telephone, email, using remote tools, and in-person; all in a higher education campus environment. The Help Desk Support Analyst will record all actions taken to resolve client issues, educate clients on problem prevention, and refer unresolved problems to higher levels for resolution when necessary. The Help Desk Support Analyst will assist in the development of the operating procedures for all Help Desk analysts to follow, assist in supervising and training student employees, and monitor all referred calls to ensure the best service level possible is provided to the University community.
The Help Desk Support Analyst must be able to work independently and at other times as a member of a team 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 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 referring problems to higher levels for resolution when necessary.
Assist in the development of, and provide updates to, the 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.
Must be able to maintain data confidentiality and compliance with regulatory requirements (HIPAA, FERPA, PCI, etc.).
Be able to learn new technologies.
Job Requirements:
Associate's degree
At least one year of relevant experience
Experience working in a technical support role.
Experience with Windows and/or Mac operating systems, Microsoft Office, and general technical troubleshooting
Excellent customer service and communication skills
Preferred:
Bachelor's degree in an Information Technology related field
At least two years of experience in a technical support role
Experience working in higher education or a research environment
Experience with D2L Brightspace, Gradescope, Google Workspace, Office 365, and mobile technologies
Experience using TeamDynamix
Experience using remote assistance tools
Visa sponsorship is not available for this position
Additional Information:
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 info@goer.ny.gov
Payroll information can be found on our website https://www.binghamton.edu/offices/human-resources/payroll/
Cover letters may be addressed "To the Search Committee."
Postings active on the website, accept applications until closure.
For information on the Dual Career Program, please visit:
https://www.binghamton.edu/offices/human-resources/prospective/dual-career/index.html
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 (https://www.binghamton.edu/diversity-equity-inclusion/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: Ada Robinson-Perez, ADA Coordinator email: arobins@binghamton.edu or 607-777-3660.
