Customer Tech Support Tech II

University of Rochester

8d•$23 - $33•Onsite

About The Position

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 in person or remotely, and assists with endpoint device setup, configuration, maintenance, and deployment. Serves as a primary point of contact for end users experiencing device-related operating system, connectivity, or application issues. The role also assists with developing endpoint support strategies. The position is based at 1630 Long Pond Rd, Rochester, New York. It is a regular, full-time role scheduled for 40 hours per week. The work shift is listed as day shift, with flexibility required to accommodate 24/7/365 coverage, potentially including nights, weekends, and holidays. Travel between work sites is required, and the employee may need to relocate to other sites to provide coverage. Compensation is listed as $23.27–$32.60; the posting notes that individual annual salaries or hourly rates are determined within this range based on factors including market data, education, experience, qualifications, expertise, and internal equity.

Requirements

High school diploma or equivalent and 2 years of relevant experience, or an equivalent combination of education and experience.
Ability to travel between work sites.
Flexibility to work shifts needed to accommodate 24/7/365 coverage, which may include nights, weekends, and holidays.
Exceptional customer service skills.
Strong communication skills.
Logical thinking and good problem-solving skills.

Nice To Haves

Extensive knowledge of current operating systems for PCs.
Proficiency in hardware break/fix and troubleshooting.
Knowledge of Mac computers, handheld devices, and other peripheral devices.

Responsibilities

Manage the setup, configuration, maintenance, and deployment of endpoint devices for supported user populations.
Assist with developing endpoint device support strategies, including renewal and replacement recommendations and use of technologies such as remote troubleshooting tools and virtual desktop technologies.
Respond to customer requests received through the Service Desk or directly from end users, based on urgency and established service levels.
Troubleshoot and resolve device-related operating system, connectivity, and application issues.
Diagnose and resolve increasingly complex problems related to client technologies, proactively identify issues before tickets are submitted, and gather feedback for resolution or escalation to management.
Participate in project implementations by completing assigned tasks, communicating appropriately with project managers, tracking progress, and reporting back to project managers.
Maintain communication with the team to ensure call coverage; ensure all sites are covered and relocate to other sites when necessary.
Assist with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority requirements are met.
Provide one-on-one customer training on hardware and applications as needed.
Mentor and train new employees.
Keep current with desktop and LAN technologies through continuing education, journal review, web searches, and formal seminars; maintain working knowledge of a wide range of applications and technologies.
Perform other duties as assigned.