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# Service Desk Support Tech I

- **Company:** The University of Rochester
- **Location:** Brighton, NY, United States
- **Experience:** Starter
- **Salary:** $42,307.0 - $59,301.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Antivirus Softwares, Software Applications, Microsoft Office, Remote Access Technology, Computer Equipment, Information Technology
- **Published:** August 22, 2026
- **Apply:** https://dejobs.org/x/x/619AC0CDA1E8482DA5A6A09C37A51A05/job/

## About the Role

* 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

## Description

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.


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