Support Analyst I

Support Analyst I

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 Posting Details 

Job #  | 042457
Department Code  | 20702-6027
Department  | Information Technology Services
Job Title  | Support Analyst I
Location  | Syracuse, NY
Campus  | Syracuse, NY
Commitment to On-Campus Experience  | 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 Determination  | 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.
Staff Level  | S4
FLSA Status  | Non-exempt
Hours  | 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.
Job Type  | Full-time
Unionized Position Code  | Not Applicable

Job Description  | 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.
Education and Experience  | Associate’s degree required with relevant years of experience information technology support, or bachelor’s degree with 2 years minimum experience.
Skills and Knowledge  | 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.
Responsibilities  | 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 analysts to achieve project objectives. May provide input and assist with updating technical documents submitted for publication in the SU computing knowledge base. Collaborate with other departments and units on campus to increase Help Desk knowledge of SU business practices and solutions so ITS can better serve client requests and implement appropriate technical solutions.
Physical Requirements  | *
Tools/Equipment  | *

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 over 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, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 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 http://www.syracuse.edu.

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.
EEO Statement  | Syracuse University is an equal-opportunity 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 Respectful and Welcoming Community  | Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect.

Quick Link  | https://www.sujobopps.com/postings/111888
Job Posting Date  | 12/10/2025
Application Deadline  |
Full Consideration By  |
Job Category  | Staff
Message to Applicants  | 

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