ANNOUNCEMENT OF Professional Vacancy

STATE UNIVERSITY OF NEW YORK · DOWNSTATE MEDICAL CENTER  
450 CLARKSON AVENUE, BOX 1194, BROOKLYN, NEW YORK 11203
Department: INFORMATION SERVICES Job Title: LEAD PRGMR ANLST
Professional  Rank: SL-3 Descriptive Title: LEAD TECHNICAL SUPPORT ANALYST
Salary Range: $44,530.00-$94,649.00+$3,026.00* Line Number: Line# 54127
Additional Position Information: * Represents Location Pay for full-time appointees. Hours of work: 7AM-3PM; Days of week: M- F; Hours per week: 37.5. Work as needed beyond normal scheduled hourrs to meet project deadlines.
Brief Description of Duties:
Coordinate timely repair of computers and printers covered by third party maintenance agreements. Assist in conducting research on emerging products, services, protocols and standards in support of HelpDesk technology procurement and development efforts. Escalation contact for all critical issues and requests for VP functional areas. Install software updates and drivers. Create or update internal knowledge base documentation and frequently asked questions resources on internet to aid in problem solving. Routinely check voice mail and HelpDesk queue in Footprints for outstanding end user requests. Monitor and test fixes to ensure reported issues have been adequately resolved. Provide ad-hoc IT related quotations and ensure all standard hardware quotations are up to date. Determine root cause analyst (RCA) of problems and contribute to resolution. Escalate issues, when necessary. Contribute to the development of “Help sheet” documentation, user guides and FAQ lists for end users. Adhere to Customer Support Service level agreements. Ensure courteous, timely and effective resolution of end user issues. Attend training seminars, conferences and trade shows to broaden knowledge of current and future trends and technologies.

DUTIES AND RESPONSIBILITIES ARE NOT LIMITED TO THE ABOVE POSITION DESCRIPTION

All successful candidates must undergo various background checks, maintain credentials required for continued employment and adhere to the SUNY-DMC UHB Principles of Behavior.   Clinical Faculty and Allied Health professionals must receive and maintain Medical Board authorization.
Qualifications:
REQUIRED: Bachelor's degree in Computer Science or related field with a minimum of two (2) years Customer Service/HelpDesk experience. Experience in both Windows base and Apple PCs. Excellent approach to information systems issues/problems. Exceptional knowledge of computer hardware including Microsoft Window environment. Experience in application support. Working knowledge of a range of diagnostic utilities. Strong documentation skills. Keen attention to detail. Experience working in a team oriented, collaborative environment. Exceptional customer service orientation. PREFERRED: Experience in hospital/academic settings. Familiar with ITIL processes.
Posting ID: 15707 Ref #: A/PR-54127-17
Persons interested in the above position should submit a resume along with a cover letter to ==>
Please include: Job Title( LEAD PRGMR ANLST ), Line( 54127 ) and PostingID( 15707 )
The Employment Office
M.S.C.  1194
450 Clarkson Avenue
Brooklyn, New York 11203  ( email: careers@downstate.edu )

Closing date for receipt of applications:

Internal Consideration Program: Open Until Filled Off-campus recruitment: Open Until Filled

SUNY Downstate Medical Center offers a competitive salary and benefits package.
SUNY Downstate Medical Center 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, familiar status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status or criminal conviction.