Service Desk Support Tech III

University of Rochester; Town of Brighton (NY); On-site; USD 37,000 - 52,000; Full time

Job summary

The University of Rochester Staff IT support role is based at 30 Corporate Woods, Brighton, NY. The position focuses on troubleshooting servers, email, LDAP, and desktop issues, while mentoring lower-level staff and supporting on-call duties.

Ideal candidates bring leadership experience, strong customer service, and advanced technical troubleshooting across Windows, Mac, Linux, and UNIX environments. A commitment to 24/7 coverage and excellent communication is essential.

Qualifications

• High School diploma or equivalent and 2 years of customer service or relevant experience.
• 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

• Acts as escalation point for requests not resolved at Level I/II.
• Resolves high-level technical problems for customers via service desk channels.
• Mentors and supports agents to ensure high levels of customer service.
• Acts as a System Administrator for various tools and systems.
• Provides technical response for service interruptions and maintenance activities.
• Documents procedures and root-cause analyses for complex issues.

Skills

Leadership experience

Customer service

Troubleshooting

LAN/WAN knowledge

TCP/IP networking

Communication

On-call support

Education

High School diploma or equivalent

Associate's degree preferred

Experience leadership

Mac/Intel hardware troubleshooting

Advanced troubleshooting

Tools

CompTIA A+ Certification

Google IT Support Certificate

Windows Server

LDAP/NetID management

Job description

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 (Full Address):

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

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 109 H

Compensation Range:

$27.16 - $38.03

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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.

ESSENTIAL FUNCTIONS

• Acts as an escalation point for pre-defined requests that cannot be resolved at Level I or Level II Support and other IT support areas in the University.
• Resolves high-level technical problems for customers across IT areas that are received via Service Desk intake mechanisms, such as service tickets and email.
• May provide some oversight of lower-level personnel. Assists with mentoring and supporting agents during processing of incoming incidents and requests to ensure the highest level of customer service. Assists in allocation and assignment of resources as needed. May assist with recruiting efforts and providing feedback on performance of lower-level support.
• Acts as a System Administrator for various tools and systems.
• Provides technical response and support for service interruptions and maintenance activities. Reports urgent and emergency technical problems associated with the computer network, including on-site and off-site locations.
• Represents the Service Desk support areas for new services entering into the University. Ensures documentation, communication and/or training is completed for support before go-live date following the appropriate process(es).
• Acts as facilitator and/or participant in meetings with other IT teams. Reviews tickets to determine appropriate transition of work between Service Desk team members. Identifies opportunities for process improvements.
• Keeps abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities. Maintains working knowledge of common systems and technologies.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• 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

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to travel between work sites required
• Flexibility to work necessary shifts to accommodate 24/7 coverage, which may include nights, weekends and holidays required
• Exceptional customer skills, including the ability to diffuse difficult situations required
• Strong communication skills required
• Ability to accurately describe a technical issue and interpret a user’s description of the problem required
• Intermediate understanding of LAN/WAN technologies preferred
• Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access preferred
• Network troubleshooting and network configuration troubleshooting skills preferred

LICENSES AND CERTIFICATIONS

• CompTIA A+ Certification or Google IT certification upon hire preferred

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.