University of Rochester CHET IoT Mobile Tech/Desktop Support Specialist - 219692 in Rochester, New York
CHET IoT Mobile Tech/Desktop Support Specialist
School of Medicine & Dentistry
Full Time 40 hours Grade 077 Neuro-Ctr Health & Tech/CTCC
8 AM-5 PM; OCC WKENDS
The CHeT IoT and Desktop Support Specialist is responsible for providing Tier I computer and Internet of Things-related support and assistance to faculty, staff, and clinical sites of the Center for Health and Technology. This role acts as the primary point of contact for end-users needing assistance with mobile technology, IoT devices / sensor(s), computer-related matters, while providing a positive, welcoming, and capable resource. The Specialist assists the CHeT IT staff in developing policies, procedures, and practices that contribute to a secure, robust, and effective computer and IoT infrastructure at the Center for Health and Technology.
Under the supervision of the Director of CHeT IT, with latitude for independent judgment.
Provide first level technical support assisting faculty and staff with software-related problems, including support for operating systems (Windows 10, macOS), Internet applications (Internet Explorer, Google Chrome, Apple Safari, etc.), office productivity applications (MS Office 2019 and Office 365), mobile applications, cloud-based file-storage (Box), and other applications/services as necessary and appropriate. Assess technical issues related to moderately complex maintenance and / or urgent software-related problems requiring some insight and interpretation of the request.
Interact and coordinate with CHeT faculty and staff for new and ongoing projects, using MyIT Service Desk for managing requests, and group communications using real-time tools like Zoom and instant messaging. Document, review, and update procedures in departmental documentation. Gather information, troubleshoot, and diagnose customer issues and follows through until resolution occurs.
Provide support to the department to maintain appropriate and consistent practices regarding security, authentication, and other policy matters. Coordinate with external vendors for purchases for hardware/software/services. Perform other duties as assigned, which may include training, teaching or assisting with multimedia projects.
Assist faculty and staff with hardware-related problems, including support for computers, monitors, printers, input devices, mobile devices and other hardware as necessary and appropriate. Assist in preparing replacement hardware for deployment.
Keep abreast of trends and technology for academic computing environments in order to promote appropriate academic/administrative computing strategies.
Other job duties and projects as assigned.
Associate's degree in related discipline plus 1-2 years experience in related field; or equivalent combination of education and experience.
Must be able to work scheduled shifts, including some evenings and weekends. On Call hours will vary based on Study / Research needs.
Bachelor’s degree in a related field.
Extensive and demonstrable knowledge of the Windows and Macintosh operating systems and applications.
Internet of Things (IoT) proficient (App’s, networking, data storage and transfer).
Positive and collegial service-orientated attitude with attention to detail and ability to multi-task.
Ability to think creatively and effectively seek out and implement solutions, especially to issues and environments not previously experienced.
Collegial telephone, face-to-face, and written communication style, along with accuracy and responsiveness.
Work equally effectively as part of a team, with clients, and independently.
At least one year working with academic and administrative clients in a desktop computing environment.
Experience interacting face-to-face with end-users, serving as the public face of a team.
Confident and experienced in training users on a one-to-one or class setting.
Knowledge of TCP/IP networking.
Knowledge of Mobile Data Store / transfer. Interest in doing the Unprecedented.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled