Customer Technology Support Tech III

University of Rochester•City of Rochester, NY

5d•$25 - $35

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. Responsibilities: Provides consultation, analysis, troubleshooting, design, implementation, training and operational support for University of Rochester technology users. 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 remote and hands-on support. Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies. Assists with application and hardware project management during upgrades and relocations. Leads and reviews the work of lower level technicians. ESSENTIAL FUNCTIONS Provides high-end level technical support related to complex maintenance and/or urgent IT problems which require expert knowledge of nonstandard procedures for all systems. Serves as a project coordinator. Assists with application and hardware project management during upgrades and relocations. Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities, and manages progression of project implementation. Provides appropriate communication to other technical and application support staff. Develops and maintains appropriate documentation. Participates in enterprise-wide projects and implementations as needed. Assesses, interprets, and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies. Diagnoses and resolves problems related to client technologies. Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on- and off-site locations. Leads complex technical projects and strategies. Researches, prepares specifications, and/or data and makes recommendations. Leads and reviews the work of lower level technicians. Uses skills to assist in resolution of complex technical problems. Researches and develops solutions to new or unknown issues. Configures, installs, repairs, and troubleshoots technology. Determines and implements appropriate, cost effective resolutions. Consults with customers to understand business issue and synthesizes appropriate solutions. Resolves complex or delicate situations directly or with IT leadership if necessary. Exhibits total systems knowledge. Escalates tickets to original developers for in-depth analysis in extreme instances. Serves as application expert for departmental applications and troubleshooting and resolving issues. Works with customers and vendors as required. 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 3 years of relevant experience required
Ability to travel between work sites required
Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays 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
Exceptional customer service skills required
Strong communication skills required
Logical thinker with good problem-solving skills required

Nice To Haves

Associate's degree in related field preferred
Basic understanding of LAN/WAN technologies, including design, hardware, and protocols preferred
Demonstrated project management abilities preferred

Responsibilities

Provides consultation, analysis, troubleshooting, design, implementation, training and operational support for University of Rochester technology users.
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 remote and hands-on support.
Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies.
Assists with application and hardware project management during upgrades and relocations.
Leads and reviews the work of lower level technicians.
Provides high-end level technical support related to complex maintenance and/or urgent IT problems which require expert knowledge of nonstandard procedures for all systems.
Serves as a project coordinator.
Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities, and manages progression of project implementation.
Provides appropriate communication to other technical and application support staff.
Develops and maintains appropriate documentation.
Participates in enterprise-wide projects and implementations as needed.
Diagnoses and resolves problems related to client technologies.
Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on- and off-site locations.
Leads complex technical projects and strategies.
Researches, prepares specifications, and/or data and makes recommendations.
Uses skills to assist in resolution of complex technical problems.
Researches and develops solutions to new or unknown issues.
Configures, installs, repairs, and troubleshoots technology.
Determines and implements appropriate, cost effective resolutions.
Consults with customers to understand business issue and synthesizes appropriate solutions.
Resolves complex or delicate situations directly or with IT leadership if necessary.
Exhibits total systems knowledge.
Escalates tickets to original developers for in-depth analysis in extreme instances.
Serves as application expert for departmental applications and troubleshooting and resolving issues.
Works with customers and vendors as required.
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.