Customer Tech Suppt Spec II
Company: University of Rochester
Posted on: November 18, 2023
Serves as a technical resource for a specific department. Provides
high level hardware and application support, consultation,
analysis, troubleshooting, design and operational support for all
technology customers. Acts as an escalation point between the
department and IT. Maintains expertise in current desktop and
network technologies, as well as wide range of systems,
applications and customized needs in support of all functions.
Provides hands-on support for clients with excellent customer
Provides technology support for faculty and staff, including setup,
configuration and technology management. Acts as a resources in a
broad range of technology services.
Assists with application and hardware project management during
upgrades, relocations and deployment of new techonology solutions.
Communicates with appropriate user base and employees, sets
priorities and manages progression of project implementation. Leads
deployment and provides appropriate communication to key
stakeholders, coordinating with IT teams as needed.
Works with IT to deliver solutions that meet documented business
needs. Serves as the primary point of coordination for
technology-related items. Manages follow-up as appropriate.
Serves as application owner for applications. Responsible for
troubleshooting, resolving issues, updates and documentation. Works
with customers, vendors and IT teams as required.
Maintains documentation of all approved and implemented designs.
Uses skills to assist in resolving technical problems. Researches
and develops solutions to new or unknown issues.
Analyzes business requirements and workflows to develop training
programs and/or materials for end users, as needed. Identifies
opportunities for improvement that will provide users greater
efficiency and technology independence. Develops training materials
and/or identifies training resources. Provides or directs others in
the delivery of hands-on training in one-on-one or workshop-based
Acts as an escalation point when needed. Provides technical support
to employees and users related to complex maintenance and/or urgent
Tests and evaluates new technology's impact, including ease of
adoption, training needs, security, financial risks, etc. Tests new
or upgraded technology solutions to evaluate the impact on business
operations. Reviews, configures and documents new technology.
Develops and distributes communications regarding technology
changes in their environment.
Keeps abreast of technology trends and technologies and maintains
technical skillset. Keeps up-to-date on industry trends and the
regulatory environment to anticipate upcoming or future business
Other duties as assigned.
High School Diploma or equivalent required
Associates Degree in a related discipline
5 years of relevant experience required
or equivalent combination of education and experience required
Advanced level of PC and Windows expertise and understanding
Proficiency in MACs and other IOS devices, handheld devices and
other peripheral devices required
Advanced understanding of LAN/WAN technologies, including design,
hardware and protocols required
Exceptional customer service and communication skills. Ability to
diffuse difficult situations and maintain calm and professional
Ability to work both independently and as part of a team
Ability to balance multiple priorities in a dynamic and fast-paced
Logical thinker with advanced problem-solving abilities
Demonstrated project management abilities 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 Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Pay Range: $58,800 - $82,300 Annually
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.
Location: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 054 Department of Public
Schedule: 8 AM-5 PM
Keywords: University of Rochester, Rochester , Customer Tech Suppt Spec II, Other , Rochester, New York
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