GENERAL PURPOSE:Provides phone, remote and chat support for a large customer base whose business functions rely primarily on computer-based technologies in a 24x7 environment. Provides high level of customer service and exhibits independent thinking in a fast-paced environment. Assists with training of new representatives, documentation and other projects as assigned. May participate in on-call rotation as needed.RESPONSIBILITIES:
Provides advanced 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 that the first level team members are unable to resolve.
Provides technical expertise in meeting customer satisfaction and meeting enterprise strategic goals. Uses independent judgment in decision making when faced with unique customer situations.
Assists with onboarding process and training of new Service Desk team members and provides team mentoring on an on-going basis.
Assists with the coordination and implementation of technical strategies related to patient care, research, administration and academia. Acts as software/beta tester for new implementations and provides customer experience feedback. Acts as subject matter expert for applications/services.
Performs routine software installations and upgrades using remote software tools. Manages informational updates related to system outages requiring interaction with other technical groups or vendors.
Assists with the development and maintenance of technical documentation.
Provides project management support. Develops project timelines and milestones, communicates with appropriate user base, sets priorities and manages progression of project implementation tasks as assigned.
Keeps abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
Other duties as assignedQUALIFICATIONS:
High School Diploma or equivalent required
2 years of customer service or other relevant experience required
Equivalent combination of education and experience required
Previous Service Desk or Call Center Experience 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
Experience working with eRecord preferred
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 skills, including the ability to diffuse difficult situations required
Strong communication skills required
Excellent problem-solving abilities required
PC and Windows knowledge, particularly Microsoft Office suite preferred
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
Demonstrated project management skills preferred
A+ Certification or Google IT preferred
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: $20.92 - $29.29 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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Location: Health Sciences
Full/Part Time: Full-Time
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