GENERAL PURPOSE:At the direction of the Supervisor, Service Desk and service desk management team, assists with first level support to customers, updates support documentation and attends project meetings. Some independent judgement and decision making is necessary.NOTE: This is an end dated position to end in August 2024.RESPONSIBILITIES:
Assists with troubleshooting and resolution for technical issues related to computing hardware, operating systems, applications software, email, networking, printing and scanning, backup utilities, antivirus, whole disk encryption, and remote access with direction from supervisor and designated resources.
Assists with first level technical response to customer requests, maintenance and urgent/emergent technical problems associated with computer systems, for both on-site and off-site (Wide Area Network) locations.
Utilizes strong communication skills, both verbal and written, in all interactions with service desk team members and customers.
Under direction of supervisor and service desk team members, utilizes available tools and resources to troubleshoot, research, capture, and thoroughly document all relevant and required information and data pertaining to issues and requests prior to resolution and/or assignment to other support teams.
Other duties as assigned, including collaboration with ISD teams to shadow, gain knowledge and experience to support ISD Help Desk.
QUALIFICATIONS:
High school diploma or equivalent required.
Pursuing undergraduate studies in computer science, business administration, healthcare administration, engineering, or related field preferred.
No professional work experience is required.
1+ year of work experience is preferred.
Excellent organizational skills required.
Solution oriented with a positive attitude required.
Outstanding written and verbal communication skills required.
Reliable and able to establish trust with your team members required.
No professional certification required. Must be able to travel to designated sites as assigned.
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.How To ApplyAll applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay RangePay Range: $16.50 - $21.45 HourlyThe 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.Apply for Job
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