Customer Technology Support Tech II

University of Rochester•City of Rochester, NY

4d•$23 - $32

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. Job Location (Full Address): 30 Corporate Woods, Brighton, New York, United States of America, 14623 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 900084 ISD Customer Service Business Work Shift: UR - Day (United States of America) Range: UR URG 107 H Compensation Range: $23.06 - $32.29 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations. Responsibilities: 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.

Requirements

High School diploma or equivalent and 2 years 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
Exceptional customer service skills required
Strong communication skills required
Logical thinker with good problem-solving skills required
Extensive 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 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.
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.