Customer Tech Suppt Tech III

University of Rochester; United States; On-site; USD 35,000 - 49,000; Full time

Job summary

University of Rochester is seeking a Help Desk Specialist to provide frontline support for clinical and office customers. You will handle calls, document needs, and troubleshoot to maintain healthy computer systems for providers and staff.

The role requires strong customer service, communication, and problem-solving skills, with flexibility to cover 24/7/365 needs. Experience with Windows, Mac, Linux and specialty software is preferred.

Qualifications

• High School diploma or equivalent with 3 years of relevant experience.
• Associate's degree in related field preferred.
• Or equivalent combination of education and experience.

Responsibilities

• Provide help desk call support to clinical and office area customers.
• Take phone calls, document customer needs, and resolve issues promptly.
• Elevate complex issues to ensure timely resolution.

Skills

Help desk

Windows

Mac

Linux

Customer service

Communication

Problem solving

LAN/WAN basics

Education

High School diploma

Associate's degree preferred

Tools

Microsoft Office Suite

XLTEK

BrainLab Systems

Zoom

MS Teams

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, 14642

Opening:
Worker Subtype:
Regular
Time Type:
Time as Reported / Per Diem
Scheduled Weekly Hours:
As Scheduled
Department:
400045 Neurology - MC Admin M&D
Work Shift:
UR - Day (United States of America)
Range:
UR URG 108 H
Compensation Range:
$25.14 - $35.24

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

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 elevate 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 staff

ESSENTIAL FUNCTIONS

• Develops 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 & EXPERIENCE

• High School diploma or equivalent and 3 years of relevant experience required
• Associate's degree in related field preferred
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• 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 Mac computers 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

LICENSES AND CERTIFICATIONS

• A+ Training or other IT Certification 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.