Support Analyst II

New York, United States
Salary Not Specified
Feb 16, 2021
Employment Type
Full Time
Posting Details

Job # 036818 Department Code 20702-6027 Department Information Technology Services Job Title Support Analyst II Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S5 FLSA Status Exempt Hours

Standard University business hours

8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Rotating after-hours support.

Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description

The Support Analyst II provides direct supervision of student employees and a full range of technical assistance and troubleshooting to on-premises and remote students, faculty, staff, applicants, parents, alumni, and other users of the University’s systems and services. The Support Analyst II responsibilities cover ITS enterprise systems, accounts, email, secure and accessible computing, classroom and computer lab technologies, network access, and personal end-user devices. Support and troubleshooting cover ITS -provided online learning technologies including, but not limited to, Blackboard, the University’s online learning platform, and Registrar-scheduled classrooms. Online learning support interactions include client access and course content-related support and supporting real-time learning sessions through Blackboard Collaborate and Zoom.

Additionally, the Support Analyst II evaluates new systems and services, manages technical change by contributing to the system development lifecycle of ITS -administrated systems, and provides supervision, including hiring, training, and day-to-day workflow, to student consultants employed within ITS .

The position is required to participate in rotating after-hours support.


• Bachelor’s degree and /or equivalent combination of education and experience with at least four (4) years 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

• Strong technical knowledge of applications, operating systems, and web-based services encompassing both administration and end-user support.

• Working knowledge and experience with online learning systems (such as Blackboard, Canvas, etc.) and online collaboration systems (Zoom, Microsoft Teams, Blackboard Collaborate, etc.) in order to provide general troubleshooting and assistive support during online activities through the University online learning systems.

• A service-oriented professional approach in working with clients.

• Basic understanding of networks, including both physical infrastructure and virtual environments.

• Basic understanding of information security concepts, including working appropriately with confidential information and restricted access within computing systems.

• Strong interpersonal skills required to effectively collaborate with leaders, peers, and other organizational units.

• Managerial and/or supervisory experience, including administration, professional development, and accountability of employees when necessary.

• Basic understanding and awareness of IT accessibility.


• Provide computing and instructional support while working within the ITS Help Desk and walk-in Service Center.

• Document all interactions using Syracuse University’s online ticketing system. Provide excellent customer service while translating complex technical solutions into non-technical language for clients of diverse populations with varying levels of computer skills.

• Coordinate the hiring, training, and professional development of part-time employees working for both the ITS Help Desk and walk-in Service Center.

• Create, maintain, and enforce policies that provide clarity around each employee’s roles and responsibilities while working for ITS .

• Develop and implement services and projects as per the needs of the organization from standard application and information life cycles to project management, including coordinating volunteer staff, student employees, and fellow support analysts to achieve project objections.

• Work with teams of system administrators, faculty, staff, and other technical support professionals on cloud-based and other applications to accomplish SU’s academic goals and administrative requirements.

• Collaborate with other departments and units on campus to increase Help Desk knowledge of University business practices and solutions so ITS can better serve client requests and implement appropriate technical solutions.

Physical Requirements

Not Applicable


Not Applicable

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 nearly 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 and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 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

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.


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.

Quick Link Job Posting Date 02/16/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants

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