University of Rochester
Customer Technology Support Tech III
University of Rochester, Rochester, New York, United States
Customer Technology Support Tech III — University of Rochester
Location:
30 Corporate Woods, Brighton, New York, 14623, United States of America
Job Type:
Full time, Regular work subtype
Scheduled Weekly Hours:
40 hours
Compensation:
$24.91 – $34.87 per hour
Department:
900084 ISD Customer Service Business
Work Shift:
UR – Day (United States of America)
Range:
UR URG 108 H
Responsibilities Provides consultation, analysis, troubleshooting, design, implementation, training and operational support for University of Rochester technology users. Maintains expertise in current desktop and network technologies, as well as a wide range of systems, applications and customized needs. Provides remote and hands‑on support. Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies. Assists with application and hardware project management during upgrades and relocations. Leads and reviews the work of lower level technicians.
Essential Functions
Provides high‑end level technical support related to complex maintenance and/or urgent IT problems requiring expert knowledge of nonstandard procedures for all systems.
Acts as a project coordinator: assists with application and hardware project management during upgrades and relocations, develops project timelines, communicates with users, sets priorities, manages progression, and provides appropriate communication to other technical and application support staff. Develops documentation and participates in enterprise‑wide projects and implementations as needed.
Assesses, interprets, and analyzes customer technical problems received via Service Desk services; diagnoses and resolves problems related to client technologies. Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on‑ and off‑site locations.
Leads complex technical projects and strategies, researches, prepares specifications, and makes recommendations.
Leads and reviews work of lower level technicians, uses skills to resolve complex technical problems, and develops solutions to new or unknown issues.
Configures, installs, repairs, and troubleshoots technology; determines and implements cost‑effective resolutions. Consults with customers to understand business issues and synthesizes appropriate solutions.
Resolves complex or delicate situations directly or with IT leadership if necessary.
Exhibits total systems knowledge and escalates tickets to original developers for in‑depth analysis in extreme instances.
Serves as application expert for departmental applications, troubleshooting and resolving issues, and works with customers and vendors as required.
Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities.
Other duties as assigned.
Minimum Education & Experience
High School diploma or equivalent and 3 years of relevant experience required.
Associate’s degree in related field preferred.
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 requirements, including nights, weekends and holidays.
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.
Exceptional customer service skills required.
Strong communication skills required.
Logical thinker with good problem‑solving skills required.
Basic understanding of LAN/WAN technologies, including design, hardware, and protocols preferred.
Demonstrated project management abilities preferred.
Equal Opportunity Employer 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 do not discriminate 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 under federal, state, or local law.
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30 Corporate Woods, Brighton, New York, 14623, United States of America
Job Type:
Full time, Regular work subtype
Scheduled Weekly Hours:
40 hours
Compensation:
$24.91 – $34.87 per hour
Department:
900084 ISD Customer Service Business
Work Shift:
UR – Day (United States of America)
Range:
UR URG 108 H
Responsibilities Provides consultation, analysis, troubleshooting, design, implementation, training and operational support for University of Rochester technology users. Maintains expertise in current desktop and network technologies, as well as a wide range of systems, applications and customized needs. Provides remote and hands‑on support. Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies. Assists with application and hardware project management during upgrades and relocations. Leads and reviews the work of lower level technicians.
Essential Functions
Provides high‑end level technical support related to complex maintenance and/or urgent IT problems requiring expert knowledge of nonstandard procedures for all systems.
Acts as a project coordinator: assists with application and hardware project management during upgrades and relocations, develops project timelines, communicates with users, sets priorities, manages progression, and provides appropriate communication to other technical and application support staff. Develops documentation and participates in enterprise‑wide projects and implementations as needed.
Assesses, interprets, and analyzes customer technical problems received via Service Desk services; diagnoses and resolves problems related to client technologies. Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on‑ and off‑site locations.
Leads complex technical projects and strategies, researches, prepares specifications, and makes recommendations.
Leads and reviews work of lower level technicians, uses skills to resolve complex technical problems, and develops solutions to new or unknown issues.
Configures, installs, repairs, and troubleshoots technology; determines and implements cost‑effective resolutions. Consults with customers to understand business issues and synthesizes appropriate solutions.
Resolves complex or delicate situations directly or with IT leadership if necessary.
Exhibits total systems knowledge and escalates tickets to original developers for in‑depth analysis in extreme instances.
Serves as application expert for departmental applications, troubleshooting and resolving issues, and works with customers and vendors as required.
Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities.
Other duties as assigned.
Minimum Education & Experience
High School diploma or equivalent and 3 years of relevant experience required.
Associate’s degree in related field preferred.
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 requirements, including nights, weekends and holidays.
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.
Exceptional customer service skills required.
Strong communication skills required.
Logical thinker with good problem‑solving skills required.
Basic understanding of LAN/WAN technologies, including design, hardware, and protocols preferred.
Demonstrated project management abilities preferred.
Equal Opportunity Employer 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 do not discriminate 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 under federal, state, or local law.
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