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.
Internal Number: 86045
About Syracuse University
Syracuse University is a place where talent, desire, and opportunity thrive. In 12 different schools and colleges that span the liberal arts and professional disciplines, students, faculty, and staff from diverse backgrounds come together to learn, create, and break boundaries.
The University is also a vital part of the community, providing services as well as being a leader in employee benefits, work-life and organizational development, training, student employment, staff relations, and workforce diversity.
Syracuse itself is located at the crossroads of New York State, and offers a lush landscape of seasons. From fun-filled summers in the Finger Lakes to snowy winters that thrill outdoor sports enthusiasts, the area truly has something for everyone.