Help Desk Technician / Programmer Analyst

The Department of Information Services at SUNY Downstate Health Sciences University is seeking a full-time Help Desk Technician / Programmer Analyst.

The Programmer Analyst will cover the call center at the IT Service Desk and assist in resolving user issues related to computing hardware and software over the phone or in person at the main campus or the satellite sites.

To meet professional obligations, this position may require effort beyond normal scheduled hours of work, as needed, to meet project deadlines and user work requisitions. At times the incumbent will be required to monitor the Network Management/Alerting systems and respond appropriately

Duties and Responsibilities Include:

• Responsible for ensuring phone coverage in the IT Service Desk call center and properly triage customer requests coming via telephone, email and web-based systems.

• The incumbent will be required to log and document all support calls in the current ticketing system, to provide resolution of user issues over the phone or in person. If necessary, escalate the issue to senior support staff in a timely manner.

• Routinely check voice mail and Service Desk queue in the current ticketing system for outstanding end user requests

• Assist in troubleshooting user issues related to computing hardware and software and provide solutions on the phone or in person.

• Initiate and coordinate timely repair of end user devices, including but not limited to, computers, printers, mobile devices as well as other peripherals, which might be covered by third party maintenance agreements.

• Adhere to Customer Support Service Level Agreements and Operational Level Agreements within IT teams.

• Ensure courteous, timely and effective resolution of end user issues.

• Perform other duties and responsibilities as required.

Required Qualifications:

• Associates Degree in a related field;
• OR 2 years of IT experience
• OR a combination of education, training and/or experience equivalent to above.

Preferred Qualifications:

Work Schedule:

Monday to Friday; 9:00am to 5:00pm (Full-Time)

Salary Grade/Rank:

SL-2

Salary Range:

Commensurate with experience and qualifications

• $55,000 to $60,000 Base Salary plus $3,087 Location Pay

Executive Order:

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.

Equal Employment Opportunity Statement:

SUNY Downstate Health Sciences University is an affirmative action, equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, creed, age, disability, sex, gender identity or expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, and all other protected classes under federal or state laws.

Women, minorities, veterans, individuals with disabilities and members of underrepresented groups are encouraged to apply.

If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact Human Resources at ada@downstate.edu