Customer Tech Suppt Tech III

Rochester, NY


Provides consultation, analysis, troubleshooting, design, implementation, training, and operational support for Center for Health + Technology technology users, including faculty and staff. Assists with conducting research and provides technology support to clinical trial sites and clinical trial participants. 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 remote and hands-on support.


  • Provides high-end level technical support related to complex maintenance and/or urgent IT problems which require expert knowledge of nonstandard procedures for all systems.

  • Delivers advanced technical support by assisting faculty and staff with complex software-related problems, including support for operating systems (Windows 10-11, macOS), Internet applications (Edge, Google Chrome, Apple Safari, etc.), office productivity applications (MS Office 2019 and Office 365), mobile applications (IoT Applications & Devices), cloud-based file-storage (Box), and other applications/services as necessary and appropriate. Evaluates technical issues related to moderately complex maintenance or urgent software-related concerns requiring an analytical mindset and interpretation of requests.

  • Serves as a project coordinator for cross-functional teams. Assists with application and hardware project management during upgrades and relocations. Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities and manages progression of project implementation. Provides appropriate communication to other technical and application support staff. Develops and maintains appropriate documentation. Participates in enterprise-wide projects and implementations as needed.

  • Supports technology needs for digital, remote, and technology heavy clinical study/trials. Leads training and implementation on devices utilized in trials. Creates, edits and supports documentation.

  • Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies. Diagnoses and resolves problems related to client technologies. Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on- and off-site locations.

  • Leads complex technical projects and strategies. Researches, prepares specifications and/or data and makes recommendations.

  • Leads and reviews the work of Level I and II Support Technicians. Uses skills to assist in resolution of complex technical problems. Researches and develops solutions to new or unknown issues.

  • Configures, installs, repairs and troubleshoots technology. Determines and implements appropriate, cost effective resolutions. Consults with faculty and staff to understand business issue and synthesizes appropriate solutions.

  • Exhibits total systems knowledge. Escalates tickets to the original developers for in-depth analysis in extreme instances.

  • Serves as application expert for departmental applications and troubleshooting and resolving issues. Works with customers and vendors as required. Retains working knowledge and gains expertise in developments across industry.

Other duties as assigned.


  • High School diploma or equivalent required

  • Associates Degree in related field

  • 3 years of relevant experience required

  • or equivalent combination of education and experience required

  • Ability to travel between work sites required

  • Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays required

  • Advanced level of PC and Windows expertise and understanding required

  • Proficiency in MACs and other IOS devices, handheld devices and other peripheral devices required

  • Exceptional customer service skills required

  • Strong communication skills required

  • Logical thinker with good problem-solving skills required

  • Basic understanding of LAN/WAN technologies, including design, hardware, and protocols peferred

  • 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

Pay Range: $24.40 - $34.16 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