Digital Learning Environment (DLE) Service Desk Analyst/Programmer Analyst
Job description
Applications are invited for consideration for appointment to the following position:
Department: IT / Computer Services
Budget Title: Programmer Analyst
Local Title: Digital Learning Environment (DLE) Service Desk Analyst
Posting Date: May 12, 2023
Classification: SL-2
Duties: SUNY New Paltz invites applications for the position of Digital Learning Environment (DLE) Service Desk Analyst and serves students as part of the department of Instructional Technology.
- Communicating with prospective and current students, faculty, and campus staff by telephone, web-conferencing, or through our support ticketing system.
- Assisting users with questions pertaining to accounts and navigation.
- Offering technical guidance on Brightspace and other instructional technology tools
- Ensuring that proper information is gathered so that next support tiers can intervene where necessary.
- Troubleshooting and resolving technical or settings issues.
- Testing and reviewing new educational tools.
- Creating end-user documentation and tutorials for a knowledge base repository
- Provide one-on-one training to campus users.
- Other related duties as assigned.
- Bachelor’s degree
- Patient, composed, and able to build professional relationships
- Excellent communication skills (verbal, written, and technical documentation)
- Ability to independently troubleshoot and research technical issues
- Ability work collaboratively and to support team members
- Able to appropriately adapt explanations of technology issues to the skillset of the user
- Familiarity with desktop operating systems and browsers
- Proficiency with application software – Microsoft Office (Word, PowerPoint, and Excel)
- Experience working with multimedia, screen capture, and web-conferencing
- Experience with Brightspace or other Learning Management Systems
- Experience with online education
- Prior experience in a customer service role
- Experience with Help Desk / Service Desk or user-level technical support
- Knowledge of instructional technology related to online education
- Knowledge of confidentiality and security best practices
- Experience with WordPress or related platform
- Experience with web accessibility
Contact Information: Individuals with disabilities who need assistance with the application process should call (845) 257-3675.
Electronic submissions required. Candidates will be required to submit a cover letter, resume, and contact information for three professional references. Please apply by visiting https://jobs.newpaltz.edu/postings/1972
Deadline: Applications will be accepted until the position is filled.
Other important information about this vacancy: This position offers full New York State benefits which are among the most comprehensive in the country. The State University of New York at New Paltz is a highly selective, public college that is recognized regionally for the strength of its academic programs. It is located in the beautiful Hudson River Valley with easy access to New York City and other nearby recreational and cultural amenities.
SUNY New Paltz recognizes the unique skills, perspective, talents and passion that each employee contributes to its learning community. To work here is to accept an invitation to participate in the growth and development of all campus members—students, faculty and staff. The College’s commitment to inclusive excellence is an important part of our mission of public education and our culture. New Paltz continues to work on building a community that supports freedom, mutual respect, and civility. We seek others who support these values of diversity and inclusiveness and candidates of all diverse backgrounds who wish to participate in our cultural aspirations are welcome and encouraged to apply.
The State University of New York at New Paltz is an AA/EOE/ADA employer.
Federal law and regulations require notice to all prospective employees regarding crimes that have occurred on campus in the current three year period. Please refer to the University Police Web site for the complete Annual Security Report (Clery Report) at https://www.newpaltz.edu/firesafety/safetyreport.html.
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