IT Service Desk Tech I – Customer-Centric Support

University of Rochester; City of Rochester (NY); On-site; USD 28,000 - 39,000; Full time

Job summary

The University of Rochester is seeking a full-time Service Desk Technician at 30 Corporate Woods, Brighton, NY 14623. This role provides first- and second-level troubleshooting for desktop hardware, software, printers, networking, and remote access, with on-call rotation for after-hours support.

Minimum qualifications include a high school diploma or equivalent and 1 year of customer service experience; equivalent combinations are acceptable. CompTIA A+ is preferred.

Qualifications

• Minimum Education: High School diploma or equivalent and 1 year of customer service or related experience.
• Or equivalent combination of education and experience.
• Previous Service Desk or Call Center experience preferred.
• Experience working with eRecord preferred.

Responsibilities

• Provides first- and second-level troubleshooting and support for a variety of services, including desktop applications, printers and scanners, networking, hardware and operating systems.
• Offers first- and second-level technical response to customer requests and urgent issues at on-site and off-site locations.
• Uses automated processes to reduce waste or inefficiencies in operations.
• Delivers excellent customer service in all interactions and communicates clearly with users.
• Acts as an on-call resource for the Service Desk.
• Keeps up with current desktop and LAN technologies through education and seminars.

Skills

Customer service

Communication skills

Problem solving

Windows OS

Microsoft Office

LAN/WAN basics

On-call availability

Education

High School diploma or equivalent

1 year customer service or relevant experience

Or equivalent combination of education and experience

Job description

The University of Rochester is seeking a full-time Service Desk Technician at 30 Corporate Woods, Brighton, NY 14623. This role provides first- and second-level troubleshooting for desktop hardware, software, printers, networking, and remote access, with on-call rotation for after-hours support.

Minimum qualifications include a high school diploma or equivalent and 1 year of customer service experience; equivalent combinations are acceptable. CompTIA A+ is preferred.