Programmer Analyst End Use Support

Department/Unit:

Work Shift:

Salary Range:

Essential Duties and Responsibilities

Desktop and End User Support

Provide Tier 1 and Tier 2 technical support for desktop computers laptops mobile devices printers and peripherals.
Diagnose and resolve hardware software operating system and connectivity issues.
Install configure and maintain Windows and other supported endpoint devices.
Troubleshoot Microsoft 365 applications email collaboration tools and business software.
Document incidents service requests and resolutions within the IT service management system.
Escalate complex issues to appropriate technical teams when necessary.

Computer Imaging and Deployment

Create maintain and deploy standardized computer images.
Configure and provision new computers and mobile devices for end users.
Perform equipment refreshes upgrades and asset replacement activities.
Manage hardware inventory and technology asset tracking.
Ensure endpoint compliance with organizational security and configuration standards.
Coordinate equipment deployments and user onboarding activities.

Audio Visual and Meeting Technology Support

Support executive meeting conference room classroom and collaboration technologies.
Configure and troubleshoot audiovisual equipment including displays projectors microphones speakers cameras and presentation systems.
Assist with virtual and hybrid meetings utilizing platforms such as Microsoft Teams Cisco Telepresence and other associated technologies.
Provide onsite support for executive meetings presentations training events and special functions.
Maintain meeting room technology and coordinate vendor support when required.
Recommend improvements to audiovisual systems and user experience.

Customer Service and User Engagement

Deliver professional responsive and customer-focused technical support.
Communicate technical information clearly to users of varying technical abilities.
Develop positive working relationships with staff leadership vendors and stakeholders.
Follow established service level agreements and performance standards.
Create and maintain user documentation knowledge articles and technical procedures.
Participate in user training and technology awareness initiatives.

Required Qualifications

Associate degree in Information Technology Computer Science or related field; equivalent experience may be substituted.
25 years of experience supporting desktop computing environments.
Experience with Windows operating systems desktop hardware and peripheral devices.
Experience with computer imaging deployment and endpoint provisioning processes.

Hands-on experience with installing and supporting AV systems infrastructure hardware and meeting room technologies.
Knowledge of Microsoft 365 applications and collaboration platforms.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Demonstrated commitment to exceptional customer service.

Preferred Qualifications

Experience with endpoint management solutions such as Microsoft Intune SCCM or similar tools.
Experience supporting healthcare education or enterprise environments.
Familiarity with Active Directory Azure AD and identity management.
Experience with ServiceNow or other IT service management platforms.

Key Competencies

Customer Service Excellence
Technical Troubleshooting
Desktop Support
Endpoint Deployment and Imaging
Audio Visual Systems Support
Communication Skills
Team Collaboration
Time Management
Documentation and Process Improvement
Adaptability and Continuous Learning

Physical Requirements

Ability to lift and move computer equipment and audiovisual devices up to 50 pounds.
Ability to work in office conference room classroom and technical support environments.
Ability to travel between organizational locations as needed .
Ability to work occasional evenings or weekends to support special events upgrades or project implementations.

Thank you for your interest in Albany Med Health System!

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System its patients affiliates and partners including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a need to know and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts consistent with Albany Med Health System policies and standards shall be made to ensure that information is adequately protected from unauthorized access and modification.