Help Desk Support Specialist I

Rochester, NY


Provides first and second level Help Desk phone support for large customer base whose business functions rely primarily on computer based technologies in a 24x7 environment. Maintains expertise in current desktop and network technologies; as well as an understanding of hospital-wide applications.


  • Assess, interpret and research and resolve simple to complex customer technical problems received via Help Desk services or electronic methodologies

  • Maintain working knowledge of wide range of URMC systems and technologies

  • Provide first and second level technical response to customer requests, maintenance, urgent and emergency technical problems associated with the URMC computer systems, including Medical Center and off-site (Wide Area Network) locations

  • Provide technical expertise and customer support while meeting customer satisfaction

  • Triage calls to the appropriate support team based on issue provided and troubleshooting performed

  • Perform routine software installations and upgrades.

  • Participate in project implementation as it relates to Help Desk and Desktop support

  • Provides appropriate communication to managers, as well as other technical support staff.

  • Assist with the development and maintenance of appropriate documentation as requested. Act as an on-call resource for the Help Desk

  • Act as an on-call resource for the Help Desk

  • Keep abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities

Other duties as assigned.


  • Associate’s degree in related discipline required

  • 1-2 years’ experience in related field required;

  • or equivalent combination of education and experience required

  • Advanced PC and Windows expertise, particularly Microsoft Office suite of products or advanced eRecord experience in lieu of PC expertise preferred

  • Basic understanding of LAN/WAN technologies preferred.

  • Exceptional customer service skills, including outstanding oral and written communications preferred

  • Advanced problem solving abilities preferred

  • Previous Help Desk or call center experience preferred

  • Mac OS knowledge 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

Location: Health Sciences
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 077 ISD Customer Service Business
Schedule: 8 AM-5 PM