Support Analyst

Syracuse University is committed to delivering an exceptional student experience through vibrant, engaged campus communities. This position is based at the above campus location and requires regular in‑person presence to support our students, collaborate with colleagues, and contribute to our thriving academic environment. Syracuse University values the collaboration, mentorship, and spontaneous connections that happen when our community works together on campus.

Remote work arrangements are limited in accordance with University policy.

Pay Range $23.16 - $23.93

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.

S4

Non‑exempt

The ITS Service Center provides support outside of Standard University business hours (below) and will include evening and weekend shifts. 8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)
Hours may vary based on operational needs.

Full‑time

The Support Analyst provides a full range of technical assistance and troubleshooting to students, faculty, staff, applicants, parents, and other users of the University’s systems and services. This includes ITS enterprise systems, accounts, and end user devices. Support and troubleshooting encompass ITS provided online learning technologies including, but not limited to, Blackboard, the University’s online learning platform. Online learning support interactions include client access and course content related support as well as supporting real‑time learning sessions through Blackboard Collaborate.

Additionally, the Support Analyst 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.

• Associate’s degree required with relevant years of experience information technology support, or bachelor’s degree with 2 years minimum experience.

• Intermediate to 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.) in order to provide general troubleshooting and assistive support during online activities through the University online learning systems.
• Service‑oriented professional approach in dealing with client.
• 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.
• Basic understanding and awareness of IT accessibility.

• Provide computing and instructional support while working within the ITS Help Desk and in‑person Service Center.
• Document all interactions using SU’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 in‑person Service Center.
• Create, maintain, and enforce policies that provide clarity around each employee’s roles and responsibilities while working for ITS.
• Support and assist with the development and implementation of 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…