End-User Tech Support I (On-Site & Remote)

University of Rochester; City of Rochester (NY); On-site; USD 42,000 - 59,000; Full time

Job summary

University of Rochester is seeking a dedicated IT support specialist to provide first-level assistance for end-user computing devices at multiple Rochester-area sites. You will troubleshoot hardware and software issues, assist with device setup, and serve as the primary contact for end-user problems.

The role requires travel between work sites, flexibility for shifts to ensure 24/7/365 coverage, and strong customer service skills. A high school diploma with experience in IT support is required.

Qualifications

• High School diploma or equivalent and 1 year of relevant experience required.
• Or equivalent combination of education and experience

Responsibilities

• Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices.
• Troubleshoots and resolves device issues, in-person or remotely, and assists with setup and maintenance of endpoint devices.
• Acts as primary contact for end-users in resolving device-related OS, connectivity or application issues.
• Assists with setup, configuration and maintenance of endpoint devices.
• Responds to customer requests via Service Desk or end-users based on urgency and SLAs.
• Participates in project implementations by completing tasks and communicating progress to project managers.
• Maintains coverage across sites and relocates as needed to ensure 24/7/365 coverage.
• Assists with testing and deployment of new and replacement systems and peripherals.
• Conducts 1:1 training with customers on hardware and applications as needed.
• Keeps knowledge up to date on desktop and LAN technologies.

Skills

Customer service

Communication

Problem solving

OS knowledge

Hardware troubleshooting

Mac devices knowledge

Travel between sites

Education

High School diploma or equivalent

1 year of relevant experience

Job description

University of Rochester is seeking a dedicated IT support specialist to provide first-level assistance for end-user computing devices at multiple Rochester-area sites. You will troubleshoot hardware and software issues, assist with device setup, and serve as the primary contact for end-user problems.

The role requires travel between work sites, flexibility for shifts to ensure 24/7/365 coverage, and strong customer service skills. A high school diploma with experience in IT support is required.