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. GENERAL PURPOSE Provides first and second level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Manages the setup, configuration, maintenance and deployment of endpoint devices. Assists with developing strategy for support of endpoint devices. ESSENTIAL FUNCTIONS Manages the setup, configuration, maintenance, and deployment of endpoint devices to supported user populations. Assists with developing strategy for support of endpoint devices, including renewal/replacement recommendations and the use of technologies, such as remote troubleshooting tools, virtual desktop technologies, etc. Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels. Troubleshoots and resolves device-related OS, connectivity or application issues. Utilizes technical expertise to diagnose and resolve increasingly complex problems related to client technologies. Proactively identifies issues that can be handled before a ticket is submitted. Gathers feedback and addresses or brings to management. Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers, and keeping track of progress, reporting back to project manager. Maintains constant communication with team to ensure coverage of all calls. Ensures all sites are covered and if necessary, relocates to other sites to provide coverage. Assists with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met. Conducts 1:1 training with customers on the use of hardware and applications as needed. Mentors and trains new employees. Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintains working knowledge of wide range of applications and technologies. Other duties as assigned.