Information Technology Support Analyst

Posting Details

Posting Details

Job # 034095
Department Code 20702-6027
Department Information Technology Services
Job Title Information Technology Support Analyst
Location Syracuse, NY
Pay Range commensurate with experience
Salary Grade S5
FLSA Status Exempt

Standard University business hours:

8:30am -5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Job Type Full-time
Campus Syracuse, NY
Unionized Position Code Not Applicable
Job Description

The ITS Service center supports the technology needs of more than 17,000 students, 1000 faculty members and 3200 staff members at Syracuse University. The Information Technology Support Analyst provides technical assistance via face-to-face support interactions as well as both phone and written communications. The IT Support Analyst translates complex technical solutions into non-technical language, providing excellent customer service to a diverse population of clients with varying levels of computer skills and tracks client interactions using SU’s online ticketing system. The IT Support Analyst may be asked to evaluate new systems and services and leads projects to expand, implement, or improve available IT services while collaborating with other departments and units on campus to provide excellent customer service. The IT Support Analyst participates in hiring searches, training, and mentorship of student employees.


• A Bachelor’s degree and /or equivalent combination of education and experience with considerable knowledge or experience with a broad range of computer systems and applications, including cloud-based applications, online learning technologies, and secure enterprise networks.

Job Specific Qualifications

• Possess a strong customer service background with the ability to translate complex technical solutions to diverse populations of clients with varying levels of computer skills.
• Demonstrated skills in phone and written communications.
• Possess the ability to lead IT and client support-oriented projects and provide mentorship to student employees.
• Strong interpersonal skills with a willingness to participate in public speaking and information sessions for varying sized groups of colleagues.
• Experience with smartphones and mobile devices (iOS/Android), MacOS, and Windows. Ability to perform end user support related tasks such as operating system, application, and data management is preferred.
• General knowledge and awareness of consumer electronics including streaming devices, gaming systems, and AV equipment including classroom technology.
• Basic understanding of IT cloud and physical infrastructure including networking and wiring, information security, and end user systems.


• Provide customer service as part of the ITS Help Desk and walk-in Service Center. Track client requests using SU’s online ticketing system. Provide Tier 1 to Tier 3 support to a diverse population of clients with varying levels of computer skills. Diagnose issues and translate complex technical solutions into non-technical language for clients. Provide first level support to faculty and staff regarding classroom technology and AV equipment.
• Manage projects within ITS and in collaboration 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.
• Conduct and participate in hiring searches, training, and management of student employees.
• Provide consultation to SU community members for ITS provided technical solutions by applying a comprehensive knowledge of SU’s computing systems, infrastructure and their integration.
• Collaborate with staff members and student employees to create, review, and approve technical documents in SU’s online computing knowledge base.

Physical Requirements

Not Applicable


Not Applicable

Application Instructions

In addition to completing an online application, please submit a resume and cover letter.

About Syracuse University

Syracuse University is a private research university of extraordinary academics, distinctive offerings and an undeniable spirit. With a gorgeous campus in the heart of New York State, a global footprint and a history that dates to 1870, we embrace diverse backgrounds and viewpoints.

Our student population includes nearly 15,000 undergraduates and 5,000 graduate students, representing all 50 U.S. states and 123 countries. Our proud commitment to veterans and their families is unrivaled in higher education. Home to 11 schools and colleges, Syracuse University blends the foundational power of the liberal arts with the intense focus of professional programs. We offer undergraduate, graduate, and professional degrees in Architecture, Arts and Sciences, Education, Engineering and Computer Science, Sport and Human Dynamics, Information Studies, Law, Management, Citizenship and Public Affairs, Public Communications, and Visual and Performing Arts.

A medium-sized city situated in the geographic center of the state, Syracuse, N.Y., is approximately a four-hour drive from New York City, Boston, Philadelphia, Toronto and Montreal. With a metropolitan population of 700,000, Syracuse is a center for cultural, recreational and artistic events, including the Everson Museum of Art, Syracuse Stage, Symphoria, Destiny Mall, multiple sporting events, and festivals including Jazz Fest and Winterfest. The outdoor enthusiast will enjoy having the Adirondack Mountains, the Finger Lakes, Lake Ontario, and the Thousands Islands Region within easy driving distance of the Syracuse campus.


Syracuse University is an equal-opportunity, affirmative-action 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 Diverse and Inclusive Campus Community

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

Job Posting Date 11/13/2017
Application Deadline
Full Consideration By
Job Category Staff
Message to Applicants

Applicant Documents

Required Documents
  1. Resume/CV
  2. Cover Letter
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Please let us know how you heard of this position.
    • Chronicle of Higher Education - newspaper
    • Diverse Issues in Higher Education
    • Academic Keys
    • Syracuse Post Standard - newspaper
    • LinkedIn
    • The Academic Network
    • Twitter/@sujobs
    • Colleague recommendation
    • SUJobOpps
    • Other
  2. * If "other",please let us know how you heard about this position. (or enter N/A)

    (Open Ended Question)