Opening

Full Time 40 hours Range URG 109 Building & Technology Services

Responsibilities

GENERAL PURPOSE:

This position is responsible for managing End User Support services for the River Campus Libraries (RCL), which includes providing high-level IT desktop and building technology support as well as supporting library enterprise systems. Duties include supervising user support team members; resolving complex issues related to computers, mobile devices, peripherals and audio-visual equipment; and Active Directory account commissioning and decommissioning. The incumbent will also be charged with staying current with IT equipment and trends.

It is essential that the incumbent possess a strong commitment to working in a team environment; communication is vital to this position as well as the ability to work independently. Overseeing the delivery of top-tier customer service is a large part of the position, which includes sensitively communicating with RCL staff and facilitating positive results.

In addition to IT support and customer service, this professional will lead technical projects related to emerging technologies and services which effectively support RCL research, teaching, and learning programs.

RESPONSIBILITIES:

Library IT Staff Supervision

• Coordinates the work of Customer Tech Support Techs II and III
• Responsible for guiding direct reports in their continuing training/professional development

Library Project Management

• Coordinates complex technical projects and strategies, which may include but not limited to:
  • Further development of Studio X/emerging XR/AR technologies
  • Service desk iPads program
  • Digital booking displays at conference rooms
  • A/V upgrades to Instruction Suites (in partnership with ECM)
• Collaborates with RCL staff and other stakeholders using group communication tools like Slack, Teams and/or Asana
• Researches, prepares specifications and makes recommendations.
• Coordinates with external vendors for hardware/software/services.

Library IT End User Support

• Provides high-end technical support which requires expert knowledge and handles nonstandard service issues, using JIRA Service Desk for managing requests
• Exhibits advanced troubleshooting and resolution skills for operating systems (macOS, Windows 10 & 11), Internet applications (Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Outlook, etc.), office productivity applications (MS Office 2019 and Office 365), creative applications (iTunes, Canva), cloud-based file-storage (Box), mobile applications for viewing email on iOS and Android, and other applications/services as necessary and appropriate
• Oversees annual staff workstation refresh
• Assesses and analyzes reports from JIRA and SAM systems to develop security, software and hardware policies and procedural improvements
• Oversees creation and maintenance of IT Documentation
• Oversees IT Inventory
• Sends communications to RCL staff to explain technical issues/needs

Library Systems Administration

• Manage the library's organizational unit (OU) within Microsoft Active Directory for the University (User, Security Groups, Distribution Groups, etc.)
• Serve as the library's Box (online collaboration tool) Group Administrator
• Develop and maintain system documentation that meets organizational standard

Library Building Support

• Oversees digital signage program (in collaboration with ECM)
• Acts as expert in all forms of digital conferencing (Zoom, Teams, etc)
• Oversees public workstation refresh
• Manages phone (desktop & cell) planning/approvals

IT Support Liaison for Service and Support

• Event and Classroom Management (ECM)
• University IT
  • Networking
  • Telecommunications
  • Computing & Printing

Other Duties as Assigned

QUALIFICATIONS:

• High School Diploma or equivalent required.
• BA or BS degree in related discipline or equivalent combination of education and experience preferred.

Required:

• Minimum 5 years working with hardware and software troubleshooting and integration, telecommunications, workstation security and network technologies in a service desk environment
• 1 years supervisory experience
• Extensive experience with Windows, Mac OS and Linux desktop platforms, along with iOS and Android devices
• Experience evaluating new technologies and their integration into an existing environment
• Experience actively managing technical projects
• Excellent written and verbal communication with exceptional attention to detail. Ability to describe technical issues or specifications to non-technical clients
• Demonstrated ability to work collaboratively with and engage stakeholders
• Demonstrated commitment to diversity, equity and inclusion

Preferred:

• Experience with A/V support
• Experience with asset and inventory management software
• Experience with Active Directory
• Comp TIA A

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $54,808 - $76,752 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined byconsidering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.