Customer Technology Support Tech II

Technical Support Specialist

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location: 30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: 900084 ISD Customer Service Business

Work Shift: UR - Day (United States of America)

Range: UR URG 107 H

Compensation Range: $23.06 - $32.29

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

General Purpose: Provides first and second level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Manages the setup, configuration, maintenance and deployment of endpoint devices. Assists with developing strategy for support of endpoint devices.

Essential Functions

• Manages the setup, configuration, maintenance, and deployment of endpoint devices to supported user populations.
• Assists with developing strategy for support of endpoint devices, including renewal/replacement recommendations and the use of technologies, such as remote troubleshooting tools, virtual desktop technologies, etc.
• Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels.
• Troubleshoots and resolves device-related OS, connectivity or application issues.
• Utilizes technical expertise to diagnose and resolve increasingly complex problems related to client technologies.
• Proactively identifies issues that can be handled before a ticket is submitted.
• Gathers feedback and addresses or brings to management.
• Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers, and keeping track of progress, reporting back to project manager.
• Maintains constant communication with team to ensure coverage of all calls.
• Ensures all sites are covered and if necessary, relocates to other sites to provide coverage.
• Assists with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
• Conducts 1:1 training with customers on the use of hardware and applications as needed.
• Mentors and trains new employees.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities.
• Maintains working knowledge of wide range of applications and technologies.

Other duties as assigned.

Minimum Education & Experience

• High School diploma or equivalent and 2 years of relevant experience required
• Or equivalent combination of education and experience

Knowledge, Skills and Abilities

• Ability to travel between work sites required
• Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required
• Exceptional customer service skills required
• Strong communication skills required
• Logical thinker with good problem-solving skills required
• Extensive knowledge of current operating systems for PCs preferred
• Proficient in hardware break/fix and troubleshooting preferred
• Knowledge of Mac computers, handhelds and other peripheral devices preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.