Junior IT Support Technician – End-User Devices

University of Rochester

United States

On-site

USD 28,000 - 39,000

Full time

4 days ago

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Job summary

The University of Rochester in Rochester, NY is seeking a full-time ISD Customer Service professional to provide frontline support for end-user computing devices at 601 Elmwood Ave. You will resolve device issues, configure and maintain endpoint devices, and act as the main contact for end-user inquiries.

The role requires strong communication, customer service excellence, and problem-solving ability with OS, connectivity, and application issues.

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 (desktops, laptops, mobile) and resolves device issues in person or remotely.
Responds to service requests based on urgency and established SLAs.
Troubleshoots and resolves OS, connectivity or application issues on client devices.
Assists with setup, configuration and maintenance of endpoint devices.
Uses technical expertise to diagnose and resolve problems related to client technologies.
Identifies issues proactively and escalates when needed.
Participates in project implementations and communicates progress to managers.
Maintains communication with the team to ensure site coverage and availability.
Tests and deploys new and replacement systems, printers and peripherals to ensure satisfaction.
Conducts 1:1 training with customers on hardware and applications as needed.
Keeps up-to-date with desktop/LAN technologies through ongoing education and seminars.