Support Analyst – HigherEdJobs

Job #

040381

Department Code: 20702-6027

Department

Information
Technology Services

Location: Syracuse, NY

Pay Range: $55,500 – $71,000

Pay
Determination

Pay rates at Syracuse University are based on a combination of factors including, but not limited to, the
job responsibilities; the candidate’s education, training, work experience and key competencies; the university’s strategic priorities;
internal peer equity; applicable federal, state, local laws, grant funding and contractual requisites; and external market
analyses.

Staff Level: S5

FLSA Status: Exempt

Hours: Standard
University business hours

8:30am – 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.

Campus: Syracuse, NY

Unionized Position Code: Not Applicable

Job
Description

The ITS Service center supports the technology needs of more than 17,000 students, 1000 faculty members and
3200 staff members at Syracuse University. The Information Technology Support Analyst provides technical assistance via face-to-face support
interactions as well as both phone and written communications. The IT Support Analyst translates complex technical solutions into
non-technical language, providing excellent customer service to a diverse population of clients with varying levels of computer skills and
tracks client interactions using SU’s online ticketing system.

The IT Support Analyst may be asked to evaluate new systems and
services and leads projects to expand, implement, or improve available IT services while collaborating with other departments and units on
campus to provide excellent customer service. The IT Support Analyst participates in hiring searches, training, and mentorship of student
employees.

Qualifications

• A Bachelor’s degree and /or equivalent combination of education and
  experience.
• Two (2+) plus years of knowledge or experience with a broad range of computer systems and applications, including
  cloud-based applications, online learning technologies, and secure enterprise networks.

Job Specific
Qualifications

• Possess a strong customer service background with the ability to translate complex technical solutions
  to diverse populations of clients with varying levels of computer skills.
• Demonstrated skills in phone and written
  communications.
• Possess the ability to lead IT and client support-oriented projects and provide mentor-ship to student
  employees.
• Strong interpersonal skills with a willingness to participate in public speaking and information sessions for varying
  sized groups of colleagues.
• Experience with smartphones and mobile devices (iOS/Android), MacOS, and Windows. Ability to perform end
  user support related tasks such as operating system, application, and data management is preferred.
• General knowledge and awareness
  of consumer electronics including streaming devices, gaming systems, and AV equipment including classroom technology.
• Basic
  understanding of IT cloud and physical infrastructure including networking and wiring, information security, and end user systems.

Responsibilities

• Provide customer service as part of the ITS Help Desk and face-to-face Service Center.
  Track client requests using SU’s online ticketing system. Provide multiple tiers of support to a diverse population of clients with varying
  levels of computer skills. Diagnose issues and translate complex technical solutions into non-technical language for clients. Provide first
  level support to faculty and staff regarding classroom technology and AV equipment.
• Manage projects within ITS and in collaboration
  with other departments and units on campus to increase Help Desk knowledge of SU business practices and solutions so ITS can better serve
  client requests.
• Conduct and participate in hiring searches, training, and management of student employees.
• Provide
  consultation to SU community members for ITS provided technical solutions by applying a comprehensive knowledge of SU’s computing systems,
  infrastructure and their integration.
• Collaborate with staff members and student employees to create, review, and approve technical
  documents in SU’s online computing knowledge base.

Physical
Requirements

*

Tools/Equipment

*

Application
Instructions

In addition to completing an online application, please attach a resume and cover
letter.

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 University’s 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.

EEO Statement

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.

Commitment to Supporting and Hiring
Veterans

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 University’s 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.

Commitment to a Diverse and Inclusive Campus Community

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.

Job Category: Staff