IT Data Center Srvcs Tech II

Provides first level Data Center systems and Service Desk phone support for faculty, staff, students and clinicians whose business functions rely primarily on computer-based technologies in a 24/7/365 environment. Provides basic systems monitoring, desktop and application support and follows documented procedures when troubleshooting and resolving issues within the Enterprise Data Centers. Data Center Services are 24x7x365, including holidays. Remains flexible to work any and all shifts necessary to ensure coverage requirements, including on-call rotations., * Resolves routine technical problems for issues received via Service Desk intake mechanisms, such as phone calls, service tickets, email, and chat. Reports urgent and emergency technical problems across the enterprise. Follows documented procedures to complete daily system health checks for assigned systems and assists with reporting.

• Monitors Primary and Second Data Center operations, as well as peripheral equipment for hardware or processing issues using documentation instructions. Responds to alerts and queries, following instructions generated by Data Center operations monitoring tools. Refers difficult problems to designated authority. Relays information to other technical support staff and users.
• Protects against unauthorized access to the Data Centers, equipment, and materials.
• Participates in after-hours maintenance.
• Performs supplemental tasks, such as cleaning of compute equipment. Assists with shipping, receiving, and stocking of equipment.
• Follows operational policies and procedures and provides input on potential modifications. Assists in meeting Data Center operational goals related to customer support.
• Keeps abreast of current IT technologies through continuing education, journal review, web searches, on the job training, and formal seminar opportunities. Maintains working knowledge of common systems and technologies. Participates in team initiatives to learn about new technologies.
• Other duties as assigned.

• High School diploma or equivalent and 1 year of relevant experience required
• Or equivalent combination of education and experience
• Previous service desk and/or Data Center operations experience preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Basic understanding of IT technologies, computers, printers and scanners, operating systems and Microsoft productivity suite required
• Customer service skills, demonstrating empathy and recognition of urgency required
• Ability to maintain composure with difficult users and situations required
• Open minded and flexible required
• Demonstrates the ability to follow direction and ask appropriate questions required
• Good verbal and written communication skills required
• Ability to manage and complete one’s own work required
• Ability to accurately describe technical issues preferred
• Aptitude for learning hardware and software troubleshooting skills preferred

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.

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.