Service Desk Support Tech II

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 106 H

Compensation Range:

$21.36 - $29.90

Responsibilities:

GENERAL SUMMARY
Provides phone, remote, and chat support for a large customer base whose business functions rely primarily on computer-based technologies in a 24x7 environment. Provides a high-level of customer service and exhibits independent thinking. Assists with training of new representatives, documentation, and other projects as assigned. May participate in on-call rotation as needed. Acts as software/beta tester for new implementations and provides customer experience feedback. Performs routine software installations and upgrades using remote software tools.

ESSENTIAL FUNCTIONS

• Provides advanced troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption, and remote access the first-level team members are unable to resolve.
• Provides technical expertise in meeting customer satisfaction and meeting enterprise strategic goals.
• Uses independent judgment in decision-making when faced with unique customer situations.
• Assists with onboarding process and training of new Service Desk team members and provides team mentoring on an on-going basis.
• Assists with coordinating and implementing technical strategies related to patient care, research, administration, and academia.
• Acts as software/beta tester for new implementations and provides customer experience feedback.
• Acts as subject matter expert for applications/services.
• Performs routine software installations and upgrades using remote software tools.
• Manages informational updates related to system outages requiring interaction with other technical groups or vendors.
• Assists with the development and maintenance of technical documentation.
• Provides project management support.
• Develops project timelines and milestones, communicates with appropriate user base, sets priorities, and manages progression of project implementation tasks as assigned.
• Keeps abreast of current desktop, network, and LAN technologies through continuing education, journal review, web searches, on-the-job training, and formal seminar opportunities.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma or equivalent and 2 years of customer service or other relevant experience required
• Or equivalent combination of education and experience
• Previous service desk or call center experience preferred
• Experience with advanced troubleshooting computer hardware and software issues for both Macintosh- and Intel-based computers preferred
• Advanced experience supporting multiple technologies/hardware preferred
• Experience working with eRecord preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to travel between work sites required
• Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required
• Exceptional customer skills, including the ability to diffuse difficult situations required
• Strong communication skills required
• Excellent problem-solving abilities required
• PC and Windows knowledge, particularly Microsoft Office suite preferred
• Intermediate understanding of LAN/WAN technologies preferred
• Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access preferred
• Demonstrated project management skills preferred

LICENSES AND CERTIFICATIONS

• CompTIA A+ Certification or Google IT certification upon hire 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.