Technical Support Analyst

Job Description: Budget Title: Lead Programmer/Analyst (SL-3) Salary: Commensurate with experience Binghamton University's Information Technology Services is seeking an experienced, energetic, engaging, and collaborative individual to join our Technical Support team that provides hardware, software, and peripheral support to the Binghamton University community. This individual will work closely with the Department of Mathematics and Statistics and serve as their primary Technical Support Analyst. The Technical Support Analyst must be able to work independently 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 Main Campus Technical Support Manager and collaborates closely with Technology Support Services, other ITS teams, campus staff, and external vendors. The Technical Support Analyst will: Provide hardware and software support for university-owned devices (computers, mobile devices, copiers, monitors, and printers) including installation, configuration, upgrading, troubleshooting, and repair.Diagnose and resolve basic and complex problems; perform triage and escalate unresolved problems to groups within ITS when appropriate.Transfer data, map network drives, assist with faculty and staff email accounts and install new computers and applications.Assist with basic web server support.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 the ITSM system (TeamDynamix) to thoroughly document incidents and resolutions.Use desktop management tools to streamline support and device management.Maintain fluency in new technologies that are used at Binghamton University.Provide flexible, patient, and creative solutions to issues as they arise.Competence, timeliness, quality, and excellence are characteristics the individual must provide.Must be able to maintain data confidentiality and compliance with regulatory requirements (FERPA, HIPAA, etc.)Work schedule will fluctuate based on the academic calendar. Requirements: Associate's degree (or higher)Minimum of two years' work experience in technical support or instructional technology supportExperience installing and supporting current and legacy versions of Windows and macOSExperience in troubleshooting and installing computer hardwareEffective oral and written communication skills, with the ability to explain technical issues to both technical and non-technical audiences.Ability to travel to offices and perform physical tasks such as lifting up to 30 pounds, reaching, bending, kneeling, crawling, or working in small spacesAbility to work effectively with a diverse community of faculty, staff, and students Preferred: Bachelor's degreeFour or more years of experience collaborating across multiple teams and departments in a large organizationApple, Dell, Microsoft, or Linux CertificationsExperience supporting smartphones and tablets including installing/configuring apps and troubleshooting connectivity issuesExperience with basic linux server maintenance including user/permissions management, routine updates, and security patchingExperience maintaining web services including basic htmFamiliarity with higher education or research environments.Experience with Desktop Management products (e.g., JAMF, SCCMExperience with ITSM tools such as TeamDynamix 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.