Service Desk Support Tech III

University of Rochester•City of Rochester, NY

2d•$27 - $38•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. Job Location (Full Address): 300 Science Pkwy, Rochester, New York, United States of America, 14620 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 100311 University IT / P&PM Work Shift: UR - Day (United States of America) Range: UR URG 109 H Compensation Range: $26.90 - $37.66 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: Supports the lower-level staff regarding troubleshooting and escalations. Resolves high-level troubleshooting and complex issues with servers, email, issues with NetID's in LDAP and desktop applications, hardware and operating systems. Works with supervisor to monitor and evaluate lower-level staff and brings forward any performance issues or concerns. Assists with reporting on agent and team metrics. May provide on-call support. Provides second level server systems administration and email administration triage for Windows, Mac, LINUX, and UNIX server issues. Accountable for support documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues. Acts as a System Administrator for various tools and systems. ESSENTIAL FUNCTIONS Acts as an escalation point for pre-defined requests that cannot be resolved at Level I or Level II Support and other IT support areas in the University. Resolves high-level technical problems for customers across IT areas that are received via Service Desk intake mechanisms, such as service tickets and email. May provide some oversight of lower-level personnel. Assists with mentoring and supporting agents during processing of incoming incidents and requests to ensure the highest level of customer service. Assists in allocation and assignment of resources as needed. May assist with recruiting efforts and providing feedback on performance of lower-level support. Acts as a System Administrator for various tools and systems. Provides technical response and support for service interruptions and maintenance activities. Reports urgent and emergency technical problems associated with the computer network, including on-site and off-site locations. Represents the Service Desk support areas for new services entering into the University. Ensures documentation, communication and/or training is completed for support before go-live date following the appropriate process(es). Acts as facilitator and/or participant in meetings with other IT teams. Reviews tickets to determine appropriate transition of work between Service Desk team members. Identifies opportunities for process improvements. Keeps abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities. Maintains working knowledge of common systems and technologies. Other duties as assigned.

Requirements

High School diploma or equivalent and 2 years of customer service or other relevant experience required
Or equivalent combination of education and experience
Ability to travel between work sites required
Flexibility to work necessary shifts to accommodate 24/7 coverage, which may include nights, weekends and holidays required
Exceptional customer skills, including the ability to diffuse difficult situations required
Strong communication skills required
Ability to accurately describe a technical issue and interpret a user’s description of the problem required
Intermediate understanding of LAN/WAN technologies preferred
Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access preferred
Network troubleshooting and network configuration troubleshooting skills preferred
CompTIA A+ Certification or Google IT certification upon hire preferred

Nice To Haves

Associate's degree preferred
1 year of experience in a leadership capacity preferred
Experience with advanced troubleshooting computer hardware and software issues for both Macintosh- and Intel-based computers preferred
Advanced experience supporting multiple technologies/hardware preferred

Responsibilities

Supports the lower-level staff regarding troubleshooting and escalations.
Resolves high-level troubleshooting and complex issues with servers, email, issues with NetID's in LDAP and desktop applications, hardware and operating systems.
Works with supervisor to monitor and evaluate lower-level staff and brings forward any performance issues or concerns.
Assists with reporting on agent and team metrics.
May provide on-call support.
Provides second level server systems administration and email administration triage for Windows, Mac, LINUX, and UNIX server issues.
Accountable for support documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues.
Acts as a System Administrator for various tools and systems.
Acts as an escalation point for pre-defined requests that cannot be resolved at Level I or Level II Support and other IT support areas in the University.
Resolves high-level technical problems for customers across IT areas that are received via Service Desk intake mechanisms, such as service tickets and email.
May provide some oversight of lower-level personnel.
Assists with mentoring and supporting agents during processing of incoming incidents and requests to ensure the highest level of customer service.
Assists in allocation and assignment of resources as needed.
May assist with recruiting efforts and providing feedback on performance of lower-level support.
Provides technical response and support for service interruptions and maintenance activities.
Reports urgent and emergency technical problems associated with the computer network, including on-site and off-site locations.
Represents the Service Desk support areas for new services entering into the University.
Ensures documentation, communication and/or training is completed for support before go-live date following the appropriate process(es).
Acts as facilitator and/or participant in meetings with other IT teams.
Reviews tickets to determine appropriate transition of work between Service Desk team members.
Identifies opportunities for process improvements.
Keeps abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
Maintains working knowledge of common systems and technologies.
Other duties as assigned.