Customer Tech Suppt Tech III

University of Rochester; City of Rochester (NY); On-site; USD 35,000 - 49,000; Full time

Job summary

The University of Rochester is seeking a capable help desk specialist to support clinical and office users at 601 Elmwood Ave, Rochester, NY. You will handle calls, document needs, and resolve issues while escalating when necessary to ensure smooth operation of medical IT services.

Applicants should have a high school diploma and 3+ years of relevant experience; associate degree preferred. The role requires flexibility to cover 24/7 shifts, travel between sites, and strong customer service and

Responsibilities

• Provides help desk call support to clinical and office area customers.
• Takes phone calls, documents customer needs, and helps resolve issues.
• Escalates issues as needed to resolve them in a timely manner.
• Supports Mac, Windows and Linux hardware and software, including operating system basics.
• Provides updates to operating systems, Microsoft Office Suite, XLTEK and BrainLab Systems.
• Purchases, delivers, and sets up computer equipment and peripherals.
• Supports video conferencing and virtual meeting technologies including Zoom and MS Teams.
• Supports Department Website Design along with Hallway Digital Signage Media and News updates.

Job description

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, 14642Opening:Worker Subtype:RegularTime Type:Time as Reported / Per DiemScheduled Weekly Hours:As ScheduledDepartment:400045 Neurology - MC Admin M&DWork Shift:UR - Day (United States of America)Range:UR URG 108 HCompensation Range:$25.14 - $35.24The 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:This job will provide help desk call support to our clinical and office area customers. Will be taking phone calls, documenting customer needs, and helping to resolve the issue at hand with the aptitude to escalate as needed in order to resolve issues in a timely manner. This role is vital to the department in helping to keep our computer systems running healthy and efficiently in support of our many providers and staffESSENTIAL FUNCTIONSDevelops and maintains, interpersonal, collaboration and communication skills. Including a professional demeanor and ability to communicate effectively in person and over the phone.Support Mac, Windows and Linux hardware and software, operating system basics. Provide updates to operating systems, Microsoft office Suite, XLTEK and BrainLab Systems. Troubleshooting and repair services for the departments of Neurology and Neurosurgery.Purchase, delivery, setup of computer equipment, peripherals and printers following the full spectrum of computer lifecycle requirements.Support video conferencing and virtual meeting technologies including Zoom and MS-Teams.Supports Department Website Design along with Hallway Digital Signage Media and News updates.Other duties as assigned.MINIMUM EDUCATION & EXPERIENCEHigh School diploma or equivalent and 3 years of relevant experience requiredAssociate's degree in related field preferredOr equivalent combination of education and experienceKNOWLEDGE, SKILLS AND ABILITIESAbility to travel between work sites requiredFlexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays requiredAdvanced level of PC and Windows expertise and understanding requiredProficiency in Mac computers and other iOS devices, handheld devices and other peripheral devices requiredExceptional customer service skills requiredStrong communication skills requiredLogical thinker with good problem-solving skills requiredBasic understanding of LAN/WAN technologies, including design, hardware, and protocols preferredDemonstrated project management abilities preferredLICENSES AND CERTIFICATIONSA+ Training or other IT Certification preferredThe 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.