Customer Tech Suppt Tech I

University of Rochester•City of Rochester, NY

4d•$20 - $29•Onsite

About The Position

The Customer Tech Suppt Tech I provides first-level technical support for end-user computing devices, including desktops, laptops, and mobile devices. The role troubleshoots and resolves device-related operating system, connectivity, and application issues in person or remotely; assists with endpoint setup, configuration, and maintenance; and escalates issues as needed. It serves as a primary point of contact for end-users seeking help with device-related technology.

Requirements

High school diploma or equivalent and one year 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.
Excellent customer service skills.
Strong communication skills.
Logical thinking and good problem-solving skills.

Nice To Haves

Knowledge of current PC operating systems.
Proficiency in hardware break/fix and troubleshooting.
Knowledge of Mac computers, handhelds, and other peripheral devices.

Responsibilities

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.
Assist with endpoint device setup, configuration, and maintenance.
Diagnose and resolve client technology problems, proactively identify issues, and gather customer feedback for resolution or escalation to management.
Participate in project implementations by completing assigned tasks, communicating with project managers, tracking progress, and reporting status.
Communicate with the team to ensure call coverage, cover all sites, 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 appropriate prioritization.
Provide one-on-one customer training on hardware and applications as needed.
Maintain knowledge of desktop and LAN technologies and a working knowledge of a range of applications and technologies through continuing education and other learning opportunities.
Perform other duties as assigned.