Customer Tech Suppt Tech I

Rochester, NY

GENERAL PURPOSE:

Provides first and second level technical support for all IIE supported endpoint computing devices. Acts as primary point of contact for end-users in resolving OS, iOS, application, hardware, and networking device issues, escalating as needed. Assists with setup, configuration, and maintenance of all endpoint devices. Serve as primary in-person support for high stakes, computer-based medical student exams.

JOB DUTIES AND RESPONSIBILITIES:

  1. Provide first and second level technical support for IIE’s large customer base whose business functions rely primarily on digital technologies

  2. Provide first and second level technical support and expertise to IIE staff

  3. Responsible for ensuring IIE’s computing infrastructure (classrooms and other public spaces) are in working order

  4. Work on projects and coordinate with other URMC teams (SIG, NOC, Systems Management) to promote technology advances within URMC and IIE

  5. Assists with developing strategy for ongoing support of endpoint devices using MS tools – MCM, VMware, remote desktop, PowerShell scripting

  6. Serve as primary in-person support for high stakes, computer-based medical student assessments and exams

QUALIFICATIONS:

  • High School diploma or equivalent and 1 year of relevant experience required

  • Associate's degree in related technical discipline, electronics, or related subject plus 2-3 years relevant experience preferred

  • One year of relevant experience or

  • Equivalent combination of education and experience required

  • Working knowledge of current PC operating systems required

  • Working knowledge of LAN/WAN technologies required

  • Working knowledge of Apple iOS, OS X, and Android devices required

  • Exceptional customer service skills required

  • Strong communication skills required

  • Logical thinker with good problem-solving skills required

  • Proficient in break/fix and troubleshooting methods required

  • Search engine proficiency required

  • Working knowledge of Windows based servers preferred

  • Working knowledge of MS Active Directory and SCCM\MCM preferred

  • Understanding of SQL and PowerShell scripting preferred

  • Apple iOS Certified Technician or other Windows based certifications preferred

  • Basic understanding of various coding languages, such as HTML 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

Pay Range: $19.37 - $27.12 Hourly

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.

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Location: School of Medicine & Dentistry
Full/Part Time: Full-Time
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