Digital Learning Environment (Dle) Service Desk Analyst

Department Technology & Information Services Budget Title Programmer Analyst Local Title Digital Learning Environment (DLE) Service Desk Analyst Proposed Posting Date Classification SL-2 Duties

The State University of New York (SUNY) at New Paltz invites applications for the position of Digital Learning Environment (DLE) Service Desk Analyst to serve students, faculty, and staff as part of the Office of Instructional Technology.

Duties of the role include, but are not limited to:

• Communicating with prospective and current students, faculty, and campus staff by telephone, web-conferencing, or through our support ticketing system

• Assisting users with questions pertaining to accounts and navigation

• Offering technical guidance on Brightspace and other instructional technology tools

• Ensuring that proper information is gathered so that next support tiers can intervene where necessary

• Troubleshooting and resolving technical or settings issues

• Testing and reviewing new educational tools

• Creating end-user documentation and tutorials for a knowledge base repository

• Provide one-on-one training to campus users

• Other related duties as assigned

Qualifications

Required:

• Bachelor's degree

• Patient, composed, and able to build professional relationships

• Excellent communication skills (verbal, written, and technical documentation)

• Ability to independently troubleshoot and research technical issues

• Ability work collaboratively and to support team members

• Ability to appropriately adapt explanations of technology issues to the skillset of the user

• Familiarity with desktop operating systems and browsers

• Proficiency with application software - Microsoft Office (Word, PowerPoint, and Excel)

• Experience working with multimedia, screen capture, and web-conferencing

Preferred:

• Experience with Brightspace or other Learning Management Systems

• Experience with online education

• Prior experience in a customer service role

• Experience with Help Desk / Service Desk or user-level technical support

• Knowledge of instructional technology related to online education

• Knowledge of confidentiality and security best practices

• Experience with WordPress or related platform

• Experience with web accessibility

Special Instructions to Applicants

Electronic submissions required. Individuals with disabilities who need assistance with the application process should call (845) 257-3628.

Candidates will be required to electronically submit:

• cover letter
• resume
• contact information for three professional references

Please apply by visiting https://jobs.newpaltz.edu/postings/2493

Applications will be accepted until the position is filled

Other important information about this vacancy

This position offers full New York State benefits which are among the most comprehensive in the country; see them here: https://www.suny.edu/benefits/benefit-summaries/. The State University of New York at New Paltz is a highly selective, public University that is recognized regionally for the strength of its academic programs. It is located in the beautiful Hudson River Valley with easy access to New York City and other nearby recreational and cultural amenities.

SUNY New Paltz recognizes the unique skills, perspective, talents and passion that each employee contributes to its learning community. To work here is to accept an invitation to participate in the growth and development of all campus members-students, faculty and staff. The University's commitment to inclusive excellence is an important part of our mission of public education and our culture. New Paltz continues to work on building a community that supports freedom, mutual respect, and civility. We seek others who support these values of diversity and inclusiveness and candidates of all diverse backgrounds who wish to participate in our cultural aspirations are welcome and encouraged to apply. All people with disabilities are encouraged to apply.

The State University of New York at New Paltz is an AA/EOE/ADA employer.

Federal law and regulations require notice to all prospective employees regarding crimes that have occurred on campus in the current three year period. Please refer to the University Police Web site for the complete Annual Security Report (Clery Report) at https://www.newpaltz.edu/police/clerycompliance/annual-security-and-fire-safety-reports/