Senior Service Desk Tech III - IT Systems & Escalations

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

Job summary

University of Rochester is seeking a capable IT Support professional to resolve high-level issues across servers, email, LDAP and desktop environments. You will mentor lower-level staff, assist in resource allocation and contribute to team metrics reporting.

The role requires strong customer service skills, leadership experience, and the ability to work across Windows, Mac, UNIX/Linux platforms. On-site duties with 40-hour weeks are expected.

Qualifications

• High School diploma required
• 2 years of customer service or related experience
• Associate's degree preferred
• 1 year of leadership experience preferred
• Experience troubleshooting hardware/software on Mac and Intel-based computers preferred

Responsibilities

• Supports lower-level staff regarding troubleshooting and escalations.
• Resolves high-level troubleshooting and complex issues with servers, email, LDAP and desktop applications, hardware and OS.
• Monitors and evaluates lower-level staff with supervisor; reports performance concerns.
• Assists with reporting on agent and team metrics.
• Provides second level server systems administration and email triage for Windows, Mac, UNIX/Linux.
• Maintains support documentation of systems, procedures, and diagnostic methods.

Skills

Troubleshooting

Customer service

Leadership

Communication

LAN/WAN

TCP/IP

Education

High School Diploma

Associate's degree preferred

Leadership experience

Tools

Windows Server

UNIX/Linux

LDAP

Email systems

Job description

University of Rochester is seeking a capable IT Support professional to resolve high-level issues across servers, email, LDAP and desktop environments. You will mentor lower-level staff, assist in resource allocation and contribute to team metrics reporting.

The role requires strong customer service skills, leadership experience, and the ability to work across Windows, Mac, UNIX/Linux platforms. On-site duties with 40-hour weeks are expected.