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University of Rochester Info Tech Supt Spec II - 231418 in Rochester, New York

Info Tech Supt Spec II Job ID 231418

Location School of Medicine & Dentistry Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 079 SMD Academic IT

Schedule

8 AM-4:30 PM; OCC WKNDS/HOLS

Responsibilities

SUMMARY :

Provides first and second level IT support for a wide range of systems involving a variety of complex, technical inquiries.

SUPERVISION AND DIRECTION EXERCISED :

None

MACHINES AND EQUIPMENT USED :

Operates IT equipment; standard office equipment, computer, laptop, cables and phone.

TYPICAL DUTIES :

  • Provides first and second level technical support related to complex maintenance and/or urgent IT problems which requires knowledge of nonstandard procedures for a wide range of systems.

  • Assesses and analyzes customer technical issues received via help desk services or electronic methodologies requiring insight and interpretation of the request.

  • Gathers information, troubleshoots and diagnoses customer issues to meet requirements. Escalates some tickets that require specialized or expert knowledge.

  • Provides guidance to Level I Support Specialists and assists in solving basic technical problems.

  • Follows department procedure requirements related to process, systems and databases; initiates tickets and follows through until resolution occurs.

  • Assesses information from records and logs; analyzes trends and assists in developing scripts accordingly.

  • Identifies security, hardware and software needs and/or upgrades; installs/uninstalls/reinstalls software and hardware. Configures computers, workstations and other related equipment.

  • Coordinates complex technical projects and strategies; researches, prepares specifications and/or data, and makes recommendations regarding them.

  • Keeps abreast of current IT, computing and mobile technologies through education, web searches and formal seminars.

    QUALIFICATIONS :

    Associate’s degree in related discipline plus 3-4 years experience in related field; or equivalent combination of education and experience.

    NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

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