Job Listing

POSTED: August 8, 2019

Learning Management Systems HelpDesk Analyst

State University of New York (SUNY) System Administration
Albany, NY
Full time
Customer Support
Minimum $41,815. Commensurate with qualifications. Excellent fringe benefits.

Position Summary

The State University of New York (SUNY) System Administration located in Albany, New York, seeks applications for a Learning Management Systems (LMS) HelpDesk Analyst within the Open SUNY 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 HelpDesk office operates seven days a week including holidays. These positions will require working weekday (mid-day to evening) hours and weekend hours.


Duties will include 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 testing and reviewing websites associated with Open SUNY for usability and quality assurance and assisting with creating end-user documentation and tutorials for a knowledge base repository.

· Excellent verbal and written communication and professional telephone etiquette · Minimum of six months technical support experience · Web browsers knowledge – Chrome, Firefox, Edge and Internet Explorer · 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
Bachelor’s degree in a related field or equivalent combination of education and experience
Please go to to learn more about the Open SUNY HelpDesk and the services it provides. Thank you.