Service Desk Support Tech III

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):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype

Regular

Time Type

Full time

Scheduled Weekly Hours

40

Department

900020 Medical Center Info. Systems

Work Shift

UR - Day (United States of America)

Range

UR URG 109 H

Compensation Range

$26.90 - $37.66

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

Supports the lower-level staff regarding troubleshooting and escalations. Resolves high-level troubleshooting and complex issues with servers, email, issues with NetID's in LDAP and desktop applications, hardware and operating systems. Works with supervisor to monitor and evaluate lower-level staff and brings forward any performance issues or concerns. Assists with reporting on agent and team metrics. May provide on-call support. Provides second level server systems administration and email administration triage for Windows, Mac, LINUX, and UNIX server issues. Accountable for support documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues. Acts as a System Administrator for various tools and systems.

RESPONSIBILITIES:

• Provides high-end level technical support related to complex maintenance and/or urgent IT problems which require expert knowledge of nonstandard procedures for all systems.

• Serves as a project coordinator. Assists with application and hardware project management during upgrades and relocations. Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities and manages progression of project implementation. Provides appropriate communication to other technical and application support staff. Develops and maintains appropriate documentation. Participates in enterprise-wide projects and implementations as needed.

• Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies. Diagnoses and resolves problems related to client technologies. Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on- and off-site locations.

• Leads complex technical projects and strategies. Researches, prepares specifications and/or data and makes recommendations.

• Leads and reviews the work of Level I and II Support Technicians. Uses skills to assist in resolution of complex technical problems. Researches and develops solutions to new or unknown issues.

• Configures, installs, repairs and troubleshoots technology. Determines and implements appropriate, cost effective resolutions. Consults with customers to understand business issue and synthesizes appropriate solutions.

• Resolves complex or delicate situations directly or with IT leadership if necessary.

• Exhibits total systems knowledge. Escalates tickets to the original developers for in-depth analysis in extreme instances.

• Serves as application expert for departmental applications and troubleshooting and resolving issues. Works with customers and vendors as required.

• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities. Maintains working knowledge of wide range of applications and technologies.

• Other duties as assigned.

QUALIFICATIONS:

• High School diploma or equivalent required. Associates Degree in related field preferred

• 3 years of relevant experience required or equivalent combination of education and experience required

• Ability to travel between work sites required

• Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays required

• Advanced level of PC and Windows expertise and understanding required

• Proficiency in MACs and other IOS devices, handheld devices and other peripheral devices required

• Exceptional customer service skills required

• Strong communication skills required

• Logical thinker with good problem-solving skills required

• Basic understanding of LAN/WAN technologies, including design, hardware, and protocols preferred

• Demonstrated project management abilities preferred

Schedule: 8 AM-5 PM

EOE Minorities / Females / Protected Veterans / Disabled:

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.

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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 commit to diversity, equity, and inclusion and 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.