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University of Rochester Helpdesk Support Spec I - 220803 in Rochester, New York

Helpdesk Support Spec I

Job ID



Health Sciences

Full/Part Time


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Full Time 40 hours Grade 077 ISD Customer Service Business


8 AM-5 PM


Position Summary:

Provide 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. Maintain expertise in current desktop and network technologies; as well as an understanding of hospital-wide applications.


Under direction of ISD Management, with some latitude for independent technical initiative, provide the following services:

  • 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. As a project team member, work toward meeting project time lines and milestones. 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.

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


Associate's degree in related discipline plus 1-2 years experience in related field; or equivalent combination of education and experience.

Preferred Qualifications

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

  • Basic understanding of LAN/WAN technologies.

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

  • Advanced problem solving abilities.

  • Previous Help Desk or call center experience preferred.

  • Mac OS knowledge a plus but not required.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled