Customer Tech Suppt Tech I
About The Position
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. This role provides first-level technical support for end-user computing devices, including desktops, laptops, and mobile devices. The technician will troubleshoot and resolve end-user device issues, either in-person or remotely, and assist with the setup, configuration, and maintenance of endpoint devices, escalating as needed. They will act as the primary point of contact for end-users in resolving device-related OS, connectivity, or application issues and will assist with the setup, configuration, and maintenance of endpoint devices.
Requirements
- High School diploma or equivalent and 1 year of relevant experience required Or equivalent combination of education and experience
- Ability to travel between work sites required
- Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required
- Exception customer service skills required
- Strong communication skills required
- Logical thinker with good problem-solving skills required
Nice To Haves
- Knowledge of current operating systems for PCs preferred
- Proficient in hardware break/fix and troubleshooting preferred
- Knowledge of Mac computers, handhelds and other peripheral devices preferred
Responsibilities
- Provides first 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, escalating as needed.
- Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues.
- Assists with setup, configuration and maintenance of endpoint devices.
- Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels.
- Utilizes technical expertise to diagnose and resolve 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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
