Systems Support Technician
7702BR
Finance & Administration
Auxiliary Services
Detailed Job Description
The Systems Support Technician provides front line technical, operational and customer support, troubleshoots and resolves issues for Auxiliary Services systems and devices with a primary focus on direct customer support using an online ticketing system. System Support Technician will assist in PCI compliance hardware inspections and security audits. In addition, this role contributes to and updates knowledge base articles and standard operating procedures, as well as training materials. This position mentors a team of part-time student staff members.
Technical & Operational Support:

• Provides front line technical, operational and customer support, troubleshoots and resolves issues for Auxiliary Services software systems and hardware devices.
• Monitoring and responding to all system issues and escalating complicated support issues to Application Admin.
• Meet data governance standards for all information and configuration changes to systems to enhance data integrity, security and reporting.
• Interacts with customers to provide information in response to inquiries about processes, systems and services to handle and resolve any issues or requests through the ticketing system according to service level agreements and standard operating procedures.
• Responsible for assigning tickets to proper Auxiliary Services Support teams.
• Adds user permissions and security roles in specified applications.
• Assist Application Administrator in performing system configurations according to business requests.
• Assist in the ordering, receiving, and deployment of all Auxiliary Services computers and monitors.
• Respond to scheduled and on call support calls to meet Service Level Agreement requirements.
• Assist in maintaining records and performing physical inventory audits for Auxiliary Services PCI compliance and audit purposes. Troubleshoot and verify accuracy of reporting/monthly inventory counts.
• Assist in developing, writing and editing, technical, process and administrative documentation.

Supervision:

• Mentor and train student staff on support protocols, knowledge base articles and customer service standards.
• Meet weekly with support staff to review closed tickets, address any gaps with service and provide additional training when needed on process or systems.
• Contribute to the maintenance of student employee onboarding and training materials.

Other duties as assignedSupervision:
Department/College Description
The Technology and Innovation team supports all technology needs for RIT Auxiliary Services. We are looking for a high energy team member that enjoys using technology in ways to improve efficiencies for end users.
Minimum Qualifications
Education/Expereince:
Bachelors degree or equivalent experience
1-3 years of experience or equivalent related experience in help desk or other technical support services
Skills:

• Excellent customer engagement skills, including the ability to assess needs, resolve problems, and manage expectations
• Demonstrates a commitment to diversity, equity and inclusion

Professional Area:
Employment Category: Fulltime
Staff Job Function: Wage Band: 116H
How to Apply
The direct link to this posting can be found here: https://sjobs.brassring.com/
Additional Details
Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the "Great Colleges to Work For." RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.
As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness
RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov
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