Learning Management Systems Help Desk Analyst

Job Description:

The State University of New York (SUNY) System Administration located in Albany, New York, is searching for a Learning Management Systems (LMS) Help Desk Analyst 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 $51,261-$53,000.
• State
  
  Title:
  
  Staff Assistant SL-2
• Applicants must be currently authorized to work in the United States on a full-time basis. VISA sponsorship is not available for this position.

Benefits:

SUNY System Administration provides an outstanding and comprehensive benefits package to support you and your family through the many life changes you may experience while you work for SUNY. Our nationally recognized benefits include:

• Retirement:
  The choice between a fully funded pension plan and a self-driven defined contribution plan, along with two supplemental plans to increase your ability to save for retirement.
• Health Insurance:
  Several health insurance options at an affordable cost that provide full coverage without mandatory deductibles.
• Time Off:
  Paid time off with separate vacation and sick leave accruals up to 21 days a year for each category.
• Additional paid leave policy options for childbirth, adoption, elder care, and other family care situations.
• Flexible Working Arrangements:
  Flexible working arrangements, including hybrid schedules, are available depending on position.
• Please see our UUP benefits summary for additional information.

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.