Info Tech Supt Spec II

Rochester, NY


General Purpose:

Provides technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices. Provides exceptional customer service by taking complex technical problems and providing communication to non-technical Faculty and staff. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Works as subject matter experts to the University and acts as Level 3 support to SMD Departmental IT qroups.


  • Manages the maintenance, repair, assembly, and deployment of hardware and endpoint devices to supported user populations, including setup and configuration of devices. Evaluates new computer products for deployment within the organization. Researches and recommends hardware products for

  • purchase and provides recommendations for systems utilized for standard business, computational, and research instruments.

  • Assists with developing strategy for support of endpoint devices, including

  • renewal/replacement recommendations and the use of technologies, such as remote troubleshooting tools, virtual desktop technologies, etc.

  • Responds to customer requests, received either via the Help Desk or directly

  • from end-users, based on urgency and established service levels. Troubleshoots and resolves device-related OS, connectivity, or application issues.

  • Utilizes technical expertise to diagnose and resolve complex problems related to client technologies. Proactively looks for issues that can be handled before

  • a ticket is called in. Gathers feedback and addresses or brings to management.

  • Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers and keeping track of

  • progress, reporting back to project manager.

  • Keeps in constant communication with team to ensure coverage of all calls. Ensures all sites are covered and if necessary, relocates to other sites to provide coverage.

  • Assists with testing and deployment of new and replacement systems, printers and other peripherals, ensuring customer satisfaction, accuracy, timelines and

  • priorities are all met.

  • Conducts 1:1 training with customers on the use of hardware and applications as needed. Trains new employees.

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

  • Maintains working knowlede of wide range of applications and technologies.

Other duties as assigned



  • Associate's degree in related discipline.

  • 3-4 years of experience in a related field;

  • or equivalent combination of education and experience.

  • Ability to travel between sites as is required by incoming calls or management needs.


  • Advanced PC, Macintosh (macOS) and Windows software and hardware expertise and understanding (1-2 years hands-on experience).

  • Flexibility to work necessary shifts to accommodate coverage requirements. May include nights, weekends and holidays; schedule to change as deemed necessary by management.

  • Expert in hardware break/fix and troubleshooting.

  • Exceptional customer service skills, including outstanding verbal and written communication skills. Strong problem -solving abilities.

  • Apple Hardware, Dell Hardware, and COMP-TIA Technical certifications

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 20.38 - $ 28.56 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Location: School of Medicine & Dentistry
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 079 SMD Academic IT
Schedule: 8 AM-4:30 PM