University of Rochester Info Tech Supt Spec II - 231418 in Rochester, New York
Info Tech Supt Spec II Job ID 231418Location School of Medicine & Dentistry Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening
Full Time 40 hours Grade 079 SMD Academic ITSchedule
8 AM-4:30 PM; OCC WKNDS/HOLSResponsibilities
Provides first and second level IT support for a wide range of systems involving a variety of complex, technical inquiries.
SUPERVISION AND DIRECTION EXERCISED :
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.
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