Programmer Analyst - End Use Support

Department/Unit:

Information Systems & Services

Work Shift:

Day (United States of America)

Salary Range:

$70,068.00 - $108,605.00

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.

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.

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.

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.