Senior IT Service Desk Specialist – Escalations & SysAdmin

001 University of Rochester; San Antonio (TX); On-site; USD 37,000 - 52,000; Full time

Job summary

University of Rochester is seeking a full-time IT Service Desk professional in Rochester, NY. The role supports lower-level staff and handles high-level troubleshooting for servers, email, LDAP NetIDs, and desktop environments, with opportunities to mentor junior agents.

The position requires a High School diploma with 2 years in customer service, with a preference for an Associate's degree and leadership experience.

Qualifications

• High School diploma or equivalent and 2 years of customer service or other relevant experience required.
• Associate's degree preferred.
• Or equivalent combination of education and experience?
• 1 year of experience in a leadership capacity preferred.
• Experience with advanced troubleshooting computer hardware and software issues for both Macintosh- and Intel-based computers preferred.
• Advanced experience supporting multiple technologies/hardware preferred.

Responsibilities

• Supports the lower-level staff regarding troubleshooting and escalations.
• Resolves high-level troubleshooting and complex issues with servers, email, issues with NetID's in LDAP and desktop applications, hardware and operating systems.
• Works with supervisor to monitor and evaluate lower-level staff and brings forward any performance issues or concerns.
• Assists with reporting on agent and team metrics.
• May provide on-call support.
• Provides second level server systems administration and email administration triage for Windows, Mac, LINUX, and UNIX server issues.
• Accountable for support documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues.
• Acts as a System Administrator for various tools and systems.

Skills

Customer service

Communication

Troubleshooting

IT support

Leadership

Education

High School diploma or equivalent

Associate's degree preferred

Or equivalent combination of education and experience

1 year leadership experience preferred

Tools

CompTIA A+ Certification or Google IT certification

Job description

University of Rochester is seeking a full-time IT Service Desk professional in Rochester, NY. The role supports lower-level staff and handles high-level troubleshooting for servers, email, LDAP NetIDs, and desktop environments, with opportunities to mentor junior agents.

The position requires a High School diploma with 2 years in customer service, with a preference for an Associate's degree and leadership experience.