Customer Technology Support Specialist II

University of Rochester•Town of Brighton, NY

5d•$61,000 - $85,400•Onsite

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 serves as a technical lead for a specific department, providing high-level hardware and application support, consultation, analysis, troubleshooting, design, and operational support for all technology customers. The specialist acts as an escalation point between the department and IT, maintaining expertise in current desktop and network technologies, as well as a wide range of systems, applications, and customized needs. They provide hands-on support with excellent customer service skills and work with IT to deliver solutions that meet documented business needs. This position also serves as an owner for applications, responsible for troubleshooting, resolving issues, updates, and documentation, while identifying opportunities for improvement to enhance user efficiency and technology independence. Operational support may be provided in place of the manager, as needed.

Requirements

High School diploma or equivalent and 5 years of relevant experience required
Advanced level of PC and Windows expertise and understanding required
Proficiency in Mac computers and other iOS devices, handheld devices and other peripheral devices required
Advanced understanding of LAN/WAN technologies, including design, hardware and protocols required
Exceptional customer service and communication skills.
Ability to diffuse difficult situations and maintain calm and professional required
Ability to work both independently and as part of a team required
Ability to balance multiple priorities in a dynamic and fast-paced environment required
Logical thinker with advanced problem-solving abilities required
Knowledge of servers and ability to use LiteTouch required

Nice To Haves

Associate's degree preferred
Or equivalent combination of education and experience
Demonstrated project management abilities preferred

Responsibilities

Serves as a technical lead for a specific department.
Provides high level hardware and application support, consultation, analysis, troubleshooting, design and operational support for all technology customers.
Acts as an escalation point between the department and IT.
Maintains expertise in current desktop and network technologies, as well as wide range of systems, applications and customized needs in support of all functions.
Provides hands-on support for clients with excellent customer service skills.
Works with IT to deliver solutions that meet documented business needs.
Serves as owner for applications.
Responsible for troubleshooting, resolving issues, updates and documentation.
Identifies opportunities for improvement that will provide users greater efficiency and technology independence.
Provides operational support in place of the manager, as needed.
Provides technology support for faculty and staff, including setup, configuration, and technology management.
Acts as a resource in a broad range of technology services.
Assists with application and hardware project management during upgrades, relocations, and deployment of new technology solutions.
Communicates with appropriate user base and employees, sets priorities, and manages progression of project implementation.
Leads deployment and provides appropriate communication to key stakeholders, coordinating with IT teams and acts as liaison to vendors, as needed.
Serves as the primary point of coordination for technology-related items.
Manages follow-up as appropriate.
Serves as application owner for applications.
Addresses vulnerabilities and acts as an application owner for Legacy Apps and Software as a Service (SAAS), as needed.
Maintains documentation of all approved and implemented designs.
Uses skills to assist in resolving technical problems.
Researches and develops solutions to new or unknown issues and tests new technology.
Acts as a backup to hands-on technician work, as needed.
Analyzes business requirements and workflows to develop training programs and/or materials for end users, as needed.
Develops training materials and/or identifies training resources.
Provides or directs others in the delivery of hands-on training in one-on-one or workshop-based formats.
Presents change enablement to enterprise for change awareness, when needed.
Acts as an escalation point when needed.
Provides technical support to employees and users related to complex maintenance and/or urgent IT problems.
Tests and evaluates new technology's impact, including ease of adoption, training needs, security, financial risks, etc.
Tests new or upgraded technology solutions to evaluate the impact on business operations.
Reviews, configures, and documents new technology.
Develops and distributes communications regarding technology changes in their environment.
Keeps abreast of technology trends and technologies and maintains technical skillset.
Keeps up-to-date on industry trends and the regulatory environment to anticipate upcoming or future business needs.
Other duties as assigned.