About The State University of New York :

The State University of New York is the largest comprehensive system of higher education in the United States, and more than 95 percent of all New Yorkers live within 30 miles of any one of SUNY's 64 colleges and universities. Across the system, SUNY has four academic health centers, five hospitals, four medical schools, two dental schools, a law school, the state's only college of optometry, and manages one US Department of Energy National Laboratory. In total, SUNY serves about 1.4 million students amongst its entire portfolio of credit- and non-credit-bearing courses and programs, continuing education, and community outreach programs. SUNY oversees nearly a quarter of academic research in New York. Research expenditures system-wide are nearly $1.1 billion in fiscal year 2022, including significant contributions from students and faculty. There are more than three million SUNY alumni worldwide, and one in three New Yorkers with a college degree is a SUNY alum. To learn more about how SUNY creates opportunities, visit www.suny.edu.

Job Description:

The State University of New York (SUNY) System Administration located in Albany, New York, seeks applications for two positions as Learning Management Systems (LMS) HelpDesk Analysts within the SUNY Online office to provide technical and customer service support to SUNY staff, faculty, and students participating in online and blended learning courses at many SUNY colleges. The Help Desk office operates seven days a week including some holidays. These positions will require working weekday (mid-day to evening) hours and some weekend hours.

Responsibilities:

• Communicating with prospective and current students, faculty, and campus staff by telephone, email or live chat to assist with navigation, settings issues, gathering information, and resolving issues related to online courses on a Learning Management System.
• Other related duties may include supporting other SUNY departments such as the Student Conduct Institute (SCI) for login and password issues and assisting with creating end-user documentation and tutorials for a knowledge base repository.

Requirements:

Required Qualifications

• Associate's degree in a related field or equivalent combination of education and experience
• Excellent verbal and written communication and professional telephone etiquette
• Minimum of six months technical support experience
• Web browsers knowledge - Chrome, Firefox, Edge, and Safari
• Desktop operating systems - Microsoft Windows (Macintosh a plus)
• Application software - Microsoft Office (Word and Excel)
• Ability to work both independently and in a collaborative team setting
• Experience with online education

Preferred Qualifications

• Bachelor's Degree
• Brightspace Learning Management System (LMS) or other LMS experience
• Customer Service experience
• Help Desk or user-level technical support experience
• Instructional technology related to online education
• Knowledge of web conference products

Additional Information:

• Salary is dependent on a variety of factors, including but not limited to, experience, education, training, and certifications. The range for this position is $47,000-$55,000.
• State Title: Programmer/Analyst SL-2
• Excellent Benefits Package which includes: NYS health insurance, free dental and vision coverage, competitive retirement options, tuition assistance, parental leave at full pay, and generous vacation, sick, and holiday time.
• Applicants must be currently authorized to work in the United States on a full-time basis.

Application Instructions:

Interested candidates are invited to apply online. Please submit a cover letter, resume and four professional references when applying. The review of applications will begin immediately and continue until the position is filled.

State University of New York System Administration 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, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, or retaliation.

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 Office of Employee Relations at (518) 474-6988 or via email at info@oer.ny.gov.

About The State University of New York :

The State University of New York is the largest comprehensive system of higher education in the United States, and more than 95 percent of all New Yorkers live within 30 miles of any one of SUNY's 64 colleges and universities. Across the system, SUNY has four academic health centers, five hospitals, four medical schools, two dental schools, a law school, the state's only college of optometry, and manages one US Department of Energy National Laboratory. In total, SUNY serves about 1.4 million students amongst its entire portfolio of credit- and non-credit-bearing courses and programs, continuing education, and community outreach programs. SUNY oversees nearly a quarter of academic research in New York. Research expenditures system-wide are nearly $1.1 billion in fiscal year 2022, including significant contributions from students and faculty. There are more than three million SUNY alumni worldwide, and one in three New Yorkers with a college degree is a SUNY alum. To learn more about how SUNY creates opportunities, visit www.suny.edu.

Job Description:

The State University of New York (SUNY) System Administration located in Albany, New York, seeks applications for two positions as Learning Management Systems (LMS) HelpDesk Analysts within the SUNY Online office to provide technical and customer service support to SUNY staff, faculty, and students participating in online and blended learning courses at many SUNY colleges. The Help Desk office operates seven days a week including some holidays. These positions will require working weekday (mid-day to evening) hours and some weekend hours.

Responsibilities:

• Communicating with prospective and current students, faculty, and campus staff by telephone, email or live chat to assist with navigation, settings issues, gathering information, and resolving issues related to online courses on a Learning Management System.
• Other related duties may include supporting other SUNY departments such as the Student Conduct Institute (SCI) for login and password issues and assisting with creating end-user documentation and tutorials for a knowledge base repository.

Requirements:

Required Qualifications

• Associate's degree in a related field or equivalent combination of education and experience
• Excellent verbal and written communication and professional telephone etiquette
• Minimum of six months technical support experience
• Web browsers knowledge - Chrome, Firefox, Edge, and Safari
• Desktop operating systems - Microsoft Windows (Macintosh a plus)
• Application software - Microsoft Office (Word and Excel)
• Ability to work both independently and in a collaborative team setting
• Experience with online education

Preferred Qualifications

• Bachelor's Degree
• Brightspace Learning Management System (LMS) or other LMS experience
• Customer Service experience
• Help Desk or user-level technical support experience
• Instructional technology related to online education
• Knowledge of web conference products

Additional Information:

• Salary is dependent on a variety of factors, including but not limited to, experience, education, training, and certifications. The range for this position is $47,000-$55,000.
• State Title: Programmer/Analyst SL-2
• Excellent Benefits Package which includes: NYS health insurance, free dental and vision coverage, competitive retirement options, tuition assistance, parental leave at full pay, and generous vacation, sick, and holiday time.
• Applicants must be currently authorized to work in the United States on a full-time basis.

Application Instructions:

Interested candidates are invited to apply online. Please submit a cover letter, resume and four professional references when applying. The review of applications will begin immediately and continue until the position is filled.

State University of New York System Administration 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, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, criminal conviction, or retaliation.

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 Office of Employee Relations at (518) 474-6988 or via email at info@oer.ny.gov.