Job Description:The State University of New York (SUNY) System Administration located in Albany, New York, seeks applications for two positions as Learning Management Systems (LMS) HelpDesk Analysts 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. Required QualificationsAssociate's degree in a related field or equivalent combination of education and experienceExcellent verbal and written communication and professional telephone etiquetteMinimum of six months technical support experienceWeb browsers knowledge - Chrome, Firefox, Edge, and SafariDesktop operating systems - Microsoft Windows (Macintosh a plus)Application software - Microsoft Office (Word and Excel)Ability to work both independently and in a collaborative team settingExperience with online educationPreferred QualificationsBachelor's DegreeBrightspace Learning Management System (LMS) or other LMS experienceCustomer Service experienceHelp Desk or user-level technical support experienceInstructional technology related to online educationKnowledge of web conference products Salary is dependent on a variety of factors, including but not limited to, experience, education, training, and certifications. The range for this position is $47,000-$55,000.State Title: Programmer/Analyst SL-2Excellent Benefits Package which includes: NYS health insurance, free dental and vision coverage, competitive retirement options, tuition assistance, parental leave at full pay, and generous vacation, sick, and holiday time. Applicants must be currently authorized to work in the United States on a full-time basis.

Minimum Salary: 47,000 Maximum Salary: 55,000 Salary Unit: Yearly