Customer Technology Spec

Job Location

601 Elmwood Ave, Rochester, New York, 14642, United States of America.

$26.90 - $37.66 per hour.

• Serve as a technical resource for Customer Technology teams and the department.
• Provide high‑level hardware and application support, consultation, analysis, troubleshooting, design, and operational support.
• Act as an escalation point between enterprise technology teams and maintain expertise in current desktop and network technologies, as well as a wide range of systems, applications, and customized needs.
• Provide remote and hands‑on support for clients with excellent customer service skills.
• Consult and support faculty and staff with setup, configuration, and technology management.
• Assist with application and hardware project management during upgrades, relocations, and deployment of new technology solutions.
• Provide operational support in place of the area manager as needed.
• Serve as a subject‑matter expert in a broad range of technology services, from end‑point security to remote access.
• Communicate with the appropriate user base and employees, set priorities, and manage progression of project implementation.
• Lead deployment and provide appropriate communication to key stakeholders, coordinating with other IT teams as needed.
• Participate in enterprise‑wide projects and implementations as needed.
• Work with external technology vendors to deliver solutions that meet documented business needs.
• Serve as the primary point of coordination with internal and external parties for all technology‑related items and some complex strategies, including but not limited to lighting, AV support, audio, and presentation materials.
• Manage follow‑up as appropriate.
• Serve as application owner for legacy applications, responsible for troubleshooting, resolving issues, updates, and documentation.
• Delegate and supervise tasks as appropriate.
• Maintain documentation of all approved and implemented designs.
• Use expert skills to assist in resolving complex technical problems.
• Research and develop solutions to new or unknown issues.
• Analyze business requirements and workflows to develop training programs and materials for end users.
• Identify opportunities for improvement to provide users greater efficiency and technology independence.
• Develop training materials and/or identify training resources.
• Provide or direct others in the delivery of hands‑on training in one‑on‑one or workshop‑based formats.
• Act as an escalation point for IT teams and customers when needed.
• Provide technical support to employees and users related to complex maintenance and/or urgent IT problems.
• Test and evaluate new technology’s impact, including ease of adoption, training needs, security, financial risks, etc.
• Test new or upgraded technology solutions to evaluate the impact on business operations.
• Review, configure, and document new technology.
• Determine appropriate, cost‑effective resolution and implement.
• Develop and distribute communications regarding technology changes in their environment.
• Keep abreast of technology trends and technologies and maintain technical skillset.
• Keep up‑to‑date on industry trends and the regulatory environment to anticipate upcoming or future business needs.

• High School diploma or equivalent and 4 years of relevant experience required.
• Associate's degree preferred or equivalent combination of education and experience.

• Ability to travel between business sites required.
• Advanced level of PC and Windows expertise and understanding required.
• Proficiency in Mac computers and other iOS devices, handheld devices, and other peripheral devices required.
• Advanced understanding of LAN/WAN technologies, including design, hardware and protocols required.
• Exceptionally strong customer service and communication skills.
• Ability to diffuse difficult situations and maintain a calm and professional demeanor.
• Ability to work both independently and as part of a team, including the ability to lead a team.
• Experience in conflict resolution and negotiation required.
• Ability to balance multiple priorities in a dynamic and fast‑paced environment required.
• Logical thinker with…