University of Rochester Helpdesk Support spec I - 232127 in Rochester, New York
Helpdesk Support spec I Job ID 232127Location Health Sciences Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening
Full Time 40 hours Grade 077 ISD Customer Service BusinessSchedule
8 AM-5 PMResponsibilities
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
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
Associate’s degree in related discipline, plus 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 a plus but not required
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled