Customer Technology Spec I

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 (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 109 H

Compensation Range:

$26.90 - $37.66

Responsibilities:

GENERAL PURPOSE
Serves as a technical resource for the Customer Technology teams and/or department. Provides high level hardware and application support, consultation, analysis, troubleshooting, design and operational support for all technology customers. Acts as an escalation point between enterprise technology teams and maintains expertise in current desktop and network technologies, as well as wide range of systems, applications and customized needs in support of all functions. Provides remote and hands-on support for clients with excellent customer service skills. Provides consulting and technology support for faculty and staff, including setup, configuration and technology management. Assists with application and hardware project management during upgrades, relocations and deployment of new technology solutions. Provides operational support in place of area manager, as needed.

ESSENTIAL FUNCTIONS

• Provides consulting and technology support for faculty and staff, including setup, configuration, and technology management.
• Provides subject-matter expertise in a broad range of technology services, from end-point security to remote access.
• Assists with application and hardware project management during upgrades, relocations, and deployment of new technology solutions.
• Communicates with appropriate user base and employees, sets priorities, and manages progression of project implementation.
• Leads deployment and provides appropriate communication to key stakeholders, coordinating with other IT teams as needed.
• Participates in enterprise-wide projects and implementations as needed.
• Works with external technology vendors to deliver solutions that meet documented business needs.
• Serves 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.
• Manages follow-up as appropriate.
• Serves as application owner for legacy applications.
• Responsible for troubleshooting, resolving issues, updates, and documentation.
• Works with customers, vendors, and IT teams as required.
• Delegates and supervises tasks as appropriate.
• Maintains documentation of all approved and implemented designs. Uses expert skills to assist in resolving complex technical problems.
• Researches and develops solutions to new or unknown issues.
• Analyzes business requirements and workflows to develop training programs and/or materials for end users, as needed.
• Identifies opportunities for improvement to provide users greater efficiency and technology independence.
• Develops training materials and/or identifies training resources.
• Provides or directs others in the delivery of hands-on training in one-on-one or workshop-based formats.
• Acts as an escalation point for IT teams and customers when needed.
• Provides technical support to employees and users related to complex maintenance and/or urgent IT problems.
• Tests and evaluates new technology's impact, including ease of adoption, training needs, security, financial risks, etc.
• Tests new or upgraded technology solutions to evaluate the impact on business operations.
• Reviews, configures, and documents new technology.
• Determines appropriate, cost-effective resolution and implements.
• Develops and distributes communications regarding technology changes in their environment.
• Keeps abreast of technology trends and technologies and maintains technical skillset.
• Keeps up to date on industry trends and the regulatory environment to anticipate upcoming or future business needs.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

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

KNOWLEDGE, SKILLS AND ABILITIES

• 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
• Exceptional customer service and communication skills. Ability to diffuse difficult situations and maintain calm and professional required
• Ability to work both independently and as part of a team, including the ability to lead a team required
• Experience in conflict resolution and negotiation required
• Ability to balance multiple priorities in a dynamic and fast-paced environment required
• Logical thinker with advanced problem-solving abilities required
• Demonstrated project management abilities 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.