Customer Technology Support Tech III

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):

100 Hahnemann Trail, Pittsford, New York, United States of America, 14534

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 108 H

Compensation Range:

$24.91 - $34.87

Responsibilities:

GENERAL PURPOSE
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 wide range of systems, applications and customized needs in support of all functions. 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 which require expert knowledge of nonstandard procedures for all systems.
• Serves as a project coordinator.
• Assists with application and hardware project management during upgrades and relocations.
• Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities, and manages progression of project implementation.
• Provides appropriate communication to other technical and application support staff.
• Develops and maintains appropriate documentation.
• Participates in enterprise-wide projects and implementations as needed.
• Assesses, interprets, and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies.
• 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/or data and makes recommendations.
• Leads and reviews the work of lower-level technicians.
• Uses skills to assist in resolution of complex technical problems.
• Researches and develops solutions to new or unknown issues.
• Configures, installs, repairs, and troubleshoots technology.
• Determines and implements appropriate, cost-effective resolutions.
• Consults with customers to understand business issue and synthesizes appropriate solutions.
• Resolves complex or delicate situations directly or with IT leadership if necessary.
• Exhibits total systems knowledge.
• Escalates tickets to original developers for in-depth analysis in extreme instances.
• Serves as application expert for departmental applications and troubleshooting and resolving issues.
• 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.
• Maintains working knowledge of wide range of applications and technologies.

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, which may include nights, weekends and holidays 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
• 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

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.