Programmer Analyst - End Use Support

Albany Medical Center•Albany, NY

19d•Onsite

About The Position

The Onsite Business Sys Program Analyst II position provides frontline technical support for desktop computing environments, endpoint deployment, audiovisual technologies, and end-user services. This position is responsible for installing, configuring, troubleshooting, and maintaining computer hardware, software, mobile devices, and meeting room technologies while delivering exceptional customer service. This position serves as a key resource in ensuring a reliable, secure, and productive technology experience for employees, executive leaders and stakeholders.

Requirements

Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be substituted.
2–5 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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.