Schedule

8 AM-5 PM

Responsibilities

GENERAL PURPOSE:

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 high level of customer service and exhibits independent thinking in a fast-paced environment. Assists with training of new representatives, documentation and other projects as assigned. May participate in on-call rotation as needed.

RESPONSIBILITIES:

• 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 that 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 the coordination and implementation of 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

QUALIFICATIONS:

• High School Diploma or equivalent required
• 2 years of customer service or other relevant experience required
• Equivalent combination of education and experience required
• 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
• 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
• A Certification or Google IT preferred

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: $20.92 - $29.29 Hourly

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.