Service Desk Support Tech III

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.
• 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.

• High School diploma or equivalent and 2 years of customer service or other relevant experience required
• Associate’s degree preferred
• Or equivalent combination of education and experience
• 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

KNOWLEDGE, SKILLS AND ABILITIES

• 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

LICENSES AND CERTIFICATIONS

• CompTIA A+ Certification or Google IT 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.