Service Desk Support Tech I

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

Job summary

The University of Rochester is seeking a Service Desk Technician to provide first- and second-level support for desktop applications, printers, networking, and operating systems at the Brighton, NY campus.

You will work 40 hours per week on day shift, join on-call rotation, and collaborate with customers to deliver excellent service while staying current with LAN technologies and university applications.

Qualifications

• High School diploma or equivalent required.
• 1 year of customer service or related experience preferred.
• Experience with eRecord preferred.
• Strong problem-solving and communication skills.

Responsibilities

• Provide first- and second-level troubleshooting for desktop applications, printers, networking, hardware, and OS.
• Support university-supported applications and participate in on-call rotation.
• Resolve technical issues related to computing hardware, OS, software, email, networking, printers, and security.
• Assist customers, ensuring excellent service in all interactions.
• Stay current with desktop and LAN technologies via education and seminars.

Skills

Customer service

Communication skills

Problem solving

Windows

MS Office

LAN/WAN knowledge

Travel between sites

24/7 shifts

Education

High School diploma or equivalent

1 year of customer service experience

eRecord experience preferred

CompTIA A+ Certification

Tools

CompTIA A+ Certification

Job description

About the University

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location

30 Corporate Woods, Brighton, New York, United States of America, 14623

Job Details

• Opening:
• Worker Subtype: Regular Time Type: Full time
• Scheduled Weekly Hours: 40
• Department: 900084 ISD Customer Service Business
• Work Shift: UR - Day (United States of America)
• Range: UR URG 105 H
• Compensation Range: $20.34 - $28.51

Responsibilities

• Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to, desktop applications, printers and scanners, networking, hardware and operating systems. Understands and supports University-supported applications. May participate in on-call rotation as needed.
• Provides troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption and remote access.
• Provides first- and second-level technical response to customer requests, maintenance and urgent and emergency technical problems associated with computer systems, both at on-site and off-site locations.
• Utilizes automated processes to reduce waste or inefficiencies in operations.
• Consults with customers to understand their needs, providing excellent customer service in all interactions.
• Acts as an on-call resource for the Service Desk.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.
• Other duties as assigned.

Minimum Education & Experience

• High School diploma or equivalent and 1 year of customer service or other relevant experience required.
• Or equivalent combination of education and experience.
• Previous Service Desk or Call Center Experience preferred.
• Experience working with eRecord preferred.

Knowledge, Skills and Abilities

• Ability to travel between work sites required.
• Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required.
• Exceptional customer service skills required.
• Strong communication skills required.
• Excellent problem-solving skills required.
• PC and Windows knowledge, particularly Microsoft Office suite required.
• Basic understanding of LAN/WAN technologies preferred.

Licenses and Certifications

• CompTIA A+ Certification upon hire preferred.

Equal Opportunity

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

About Rochester

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals.

Commitment to Meliora

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better - Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.