Service Desk Support Tech I

Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to, desktop applications, printers and scanners, networking, hardware and operating systems. Understands and supports University-supported applications. May participate in on-call rotation as needed., * Provides troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption and remote access.

• Provides first- and second-level technical response to customer requests, maintenance and urgent and emergency technical problems associated with computer systems, both at on-site and off-site locations.
• Utilizes automated processes to reduce waste or inefficiencies in operations.
• Consults with customers to understand their needs, providing excellent customer service in all interactions.
• Acts as an on-call resource for the Service Desk.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.
• Other duties as assigned.

• High School diploma or equivalent and 1 year of customer service or other relevant experience required
• Or equivalent combination of education and experience
• Previous Service Desk or Call Center Experience preferred
• Experience working with eRecord preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to travel between work sites required
• Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required
• Exceptional customer service skills required
• Strong communication skills required
• Excellent problem-solving skills required
• PC and Windows knowledge, particularly Microsoft Office suite required
• Basic understanding of LAN/WAN technologies preferred

LICENSES AND CERTIFICATIONS

• CompTIA A+ Certification upon hire 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., Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries-always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals.

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better-Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.