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University of Rochester Regional Support Analyst Lead - 229317 in Rochester, New York

Regional Support Analyst Lead Job ID 229317

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

Full Time 40 hours Grade 055 ISD Infrastructure


8 AM-5 PM



Responsible for planning, design, build, implementation, management and support of collaboration tools for the University of Rochester Medical Center and Affiliates. Maintain expertise in current desktop and end user technologies, as well as wide range of systems, applications, and customized needs in support of all Medical Center functions. This position will provide management of the technology and direct support staff for the Collaboration Team and report into the ISD Director of Customer Service.


  • Oversee commonly used collaboration tools in the environment including audio/video conferencing tools, content management and file sharing services, and tablets

  • Licensing, patching, upgrades and troubleshooting along with change, incident and problem management

  • Serve as a project coordinator. Assist with application and hardware project management during upgrades and new technology rollouts. Under general guidance, develop project timelines and milestones; communicate with appropriate user base; set priorities and manage progression of project implementation. Provide appropriate communication to other technical and application support staff. Develop and maintain appropriate documentation. Participate in enterprise-wide projects and implementations as needed

  • Leads and reviews the work of other Support Specialists on the team. Uses expert skills to assist in complex technical problems to discover the proper solution. Researches and develops solutions to new or unknown issues

  • Assess, interpret and analyze customer technical problems received via Help Desk services, directly from customer interaction, or other methodologies. Utilize strong technical expertise to diagnose and resolve problems related to client technologies. Maintain working knowledge of wide range of Medical Center applications and technologies. Provide second and third level technical response to maintenance, urgent and emergency technical and application problems at on and off-site locations.

  • Provides high-end level technical support related to complex maintenance and/or urgent IT problems which requires expert knowledge of nonstandard procedures for all systems. Serve as application expert for departmental applications and be able to troubleshoot and resolve issues. Working with customers, vendors and ISD as required.

  • Configures, installs, repairs, troubleshoots client-side technology in support of URMC. Determines appropriate, cost effective resolution and implements. Consults with customers to understand business issue and synthesizes appropriate solution based on best practice, ISD SOP and personal knowledge and experience


  • Bachelor's degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering required; Master’s Degree preferred.

  • 4-5 years of related experience required ;

  • 2-3 years experience in a supervisory category preferred ; or equivalent combination of education and experience required .

  • Advanced level of PC and Windows expertise and understanding (5-6 years hands on experience) preferred .

  • Proficient in MACs and other IOS devices, handheld devices, and other peripheral devices strongly preferred. Intermediate understanding of LAN/WAN technologies, including design, hardware, and protocols strongly preferred .

  • Exceptional customer service skills, including outstanding oral and written communications required .

  • Advanced problem-solving ability. Demonstrated project management experience required .

  • Ability to travel between business sites required .

  • Must be available for on call per department needs for 24/7 coverage required .

    How To Apply

All applicants must apply online.

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