Service Desk Support Technician I

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 105 H

Compensation Range : $19.96 - $27.94

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 by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities : GENERAL PURPOSE

Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to, desktop applications, printers and scanners, networking, hardware and operating systems. Understands and supports University-supported applications. May participate in on-call rotation as needed.

ESSENTIAL FUNCTIONS

Provides 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.

Provides first- and second-level technical response to customer requests, maintenance and urgent and emergency technical problems associated with computer systems, both at on-site and off-site locations.

Utilizes automated processes to reduce waste or inefficiencies in operations.

Consults with customers to understand their needs, providing excellent customer service in all interactions.

Acts as an on-call resource for the Service Desk.

Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

High School diploma or equivalent and 1 year of customer service or other relevant experience required

Or equivalent combination of education and experience

Previous Service Desk or Call Center Experience 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 service skills required

Strong communication skills required

Excellent problem-solving skills required

PC and Windows knowledge, particularly Microsoft Office suite required

Basic understanding of LAN / WAN technologies preferred

LICENSES AND CERTIFICATIONS

• CompTIA A+ 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.

Notice : If you are a Current Employee, please log into myURHR to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward.

Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world's leading research universities, Rochester has a long tradition of breaking boundaries-always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you're looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better-Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.