University of Rochester
Customer Technology Support Tech II
University of Rochester, Rochester, New York, United States
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 everyone can thrive.
Job Location (Full Address):
30 Corporate Woods, Brighton, New York, United States of America, 14623
Opening (Worker Subtype):
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 per hour. 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 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
Manage the setup, configuration, maintenance, and deployment of endpoint devices to supported user populations.
Assist with developing strategy for support of endpoint devices, including renewal/replacement recommendations and the use of technologies such as remote troubleshooting tools and virtual desktop technologies.
Respond to customer requests received via the Service Desk or directly from end-users, prioritizing based on urgency and established service levels. Troubleshoot and resolve device-related OS, connectivity or application issues.
Utilize technical expertise to diagnose and resolve increasingly complex problems related to client technologies. Proactively identify issues that can be handled before a ticket is submitted. Gather feedback and address or bring to management.
Participate in project implementations by completing assigned tasks, providing appropriate communication to project managers, and keeping track of progress, reporting back to project manager.
Maintain constant communication with the team to ensure coverage of all calls and ensure all sites are covered, relocating to other sites to provide coverage as necessary.
Assist with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
Conduct 1:1 training with customers on the use of hardware and applications as needed. Mentor and train new employees.
Stay abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintain a working knowledge of a wide range of applications and technologies.
Perform 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 & 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. We are 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. 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.
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Job Location (Full Address):
30 Corporate Woods, Brighton, New York, United States of America, 14623
Opening (Worker Subtype):
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 per hour. 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 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
Manage the setup, configuration, maintenance, and deployment of endpoint devices to supported user populations.
Assist with developing strategy for support of endpoint devices, including renewal/replacement recommendations and the use of technologies such as remote troubleshooting tools and virtual desktop technologies.
Respond to customer requests received via the Service Desk or directly from end-users, prioritizing based on urgency and established service levels. Troubleshoot and resolve device-related OS, connectivity or application issues.
Utilize technical expertise to diagnose and resolve increasingly complex problems related to client technologies. Proactively identify issues that can be handled before a ticket is submitted. Gather feedback and address or bring to management.
Participate in project implementations by completing assigned tasks, providing appropriate communication to project managers, and keeping track of progress, reporting back to project manager.
Maintain constant communication with the team to ensure coverage of all calls and ensure all sites are covered, relocating to other sites to provide coverage as necessary.
Assist with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met.
Conduct 1:1 training with customers on the use of hardware and applications as needed. Mentor and train new employees.
Stay abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintain a working knowledge of a wide range of applications and technologies.
Perform 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 & 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. We are 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. 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.
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