Service Desk Support Tech II

Service Desk Support Tech II at University of Rochester

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. We set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where everyone can thrive.

44 Celebration Dr, Rochester, New York, United States of America, 14620

• Employee Class:
  Regular
• Time Type:
  Full time
• Scheduled Weekly
  
  Hours:
  
  40
• Department: 100311 University IT / P&PM
• Work Shift:
  
  UR - Day (United States of America)
• Range: UR URG 106 H

$21.36 - $29.90 per hour

Provides phone, remote, and chat support for a large customer base whose business functions rely primarily on computer-based technologies in a 24x7 environment. Provides a high level of customer service and exhibits independent thinking. Assists with training of new representatives, documentation, and other projects as assigned. May participate in on‑call rotation as needed. Acts as software/beta tester for new implementations and provides customer experience feedback.

Performs routine software installations and upgrades using remote software tools.

• Provides advanced troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption, and remote access when first‑level team members are unable to resolve.
• Provides technical expertise in meeting customer satisfaction and enterprise strategic goals.
• Uses independent judgment in decision‑making when faced with unique customer situations.
• Assists with onboarding process and training of new Service Desk team members and provides team mentoring on an ongoing basis.
• Assists with coordinating and implementing technical strategies related to patient care, research, administration, and academia.
• Acts as software/beta tester for new implementations and provides customer experience feedback.
• Acts as subject matter expert for applications/services.
• Performs routine software installations and upgrades using remote software tools.
• Manages informational updates related to system outages requiring interaction with other technical groups or vendors.
• Assists with the development and maintenance of technical documentation.
• Provides project management support, developing project timelines, communicating with user base, setting priorities, and managing progression of project implementation tasks.
• Keeps abreast of current desktop, network, and LAN technologies through continued education, journal review, web searches, on‑the‑job training, and formal seminar opportunities.

Other duties as assigned.

• High School diploma or equivalent and 2 years of customer service or other relevant experience required.
• Or equivalent combination of education and experience.
• Previous service desk or call center experience preferred.
• Experience with advanced troubleshooting computer hardware and software issues for both Macintosh- and Intel-based computers preferred.
• Advanced experience supporting multiple technologies/hardware preferred.
• Experience working with eRecord preferred.

• Ability to travel between work sites required.
• Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required.
• Exceptional customer skills, including the ability to diffuse difficult situations required.
• Strong communication skills required.
  
  Excellent problem‑solving abilities required.
• PC and Windows knowledge, particularly Microsoft Office suite preferred.
• Intermediate understanding of LAN/WAN technologies preferred.
• Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access preferred.
• Demonstrated project management skills preferred.

• CompTIA A+ Certification or Google IT certification upon hire preferred.