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University of Rochester Helpdesk Support spec I - 232127 in Rochester, New York

Helpdesk Support spec I Job ID 232127

Location Health Sciences Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 077 ISD Customer Service Business


8 AM-5 PM



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