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University of Rochester Service Desk / DCOPS Specialist III - 228152 in Rochester, New York

Service Desk / DCOPS Specialist III Job ID 228152

Location Central Administration Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 079 University IT / ECC


8 AM-5 PM


General Summary of Role:

Information Technology Support Specialist II. Responsibilities are focused around troubleshooting and resolving complex issues with servers and desktop applications, hardware, and operating systems. The team also provides second level server systems administration triage for Windows, Mac, and UNIX server issues . The team is also accountable for documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues.

In addition, this role is responsible for proactive monitoring, quality assurance, and daily system health checks of e-mail, authentication, anti-virus, and other critical systems.

Specific Duties and Responsibilities consistently performed on a daily basis:

  • Advanced troubleshooting and resolution for technical issues related to computing hardware , operating system, application software, server, email, networking, backup utilities, antivirus, whole disk encryption and remote access.

  • Maintain and support the University IT Knowledgebase.

  • Performs independent analysis and reasoning with attention to detail.

  • UNIX and Windows Systems Administration for server environment.

  • Advanced troubleshooting skills utilizing remote connectivity tools.

  • Successful completion of Service Desk related project and task assignments.

  • Automate processes through the development of tools to reduce waste or inefficiencies in operations.

  • On-call, writing emergency communications, participating in after-hours maintenance and other duties as assigned.

    Required Business Skills

  • Advanced analytical skills for problem solving and troubleshooting.

  • Windows and UNIX System administration knowledge/skills

  • Ensures customer satisfaction and appropriate follow-through in all interactions.

  • Strong familiarity with University IT Incident Management procedures

  • Excellent verbal and written communication skills

  • Engages in continuous learning for potential growth to higher positions.

  • Suggest solutions to reduce waste or inefficiencies in operations.

  • Ensures all communications is clear, concise and understood by others.

  • Creates an environment that is open to different perspectives.

  • Fosters a team working environment, proactively mentors peers as needed.

  • Exhibits flexibility to change.

  • Understands and models organizational mission, vision and values.

  • Demonstrates an ability to re-prioritize projects for self and others as unplanned events occur to ensure immediate tasks are larger department goals is ultimately met.

  • Strong analytical mindset , able to breakdown a problem and determine the Root Cause.

  • Sense of urgency , ability to work under pressure and handle multiple priorities.

  • Willingly shares expert experience and knowledge with level 1 team members

  • Strong adaptability , able to become an " exper • t in an application or issue in a short amount of time.

  • Ensures staff and department operates within regulatory guidelines and/or standards.

  • High level of creativity

    Required Technical Skills

  • Experience in . Net web programming , MS Windows File Sharing security and ATG development application experience .

  • Advanced ability to analyze and find solutions for complex technical issues, including troubleshooting applications and OS problems to the registry level.

  • Advanced ability to clearly identify the underlying technical problem.

  • Strong technical ability to develop and leverage existing technologies and tools for improved (higher productivity and efficiency) IT solutions .

  • 2-4 years intermediate Network/Application troubleshooting experience.

  • 2-4 years intermediate Microsoft Exchange support experience .

  • 2-4 years experience with networking configuration troubleshooting skills (TCP/IP).

  • 2-4 years experience with advanced troubleshooting computer hardware and software issues (desktop/laptop) for both Macintosh & Intel based computers .

  • Fully proficient with the use of remote control tools.

  • Solid understanding of all University IT supported computing platforms.

  • 2-4 years advanced experience supporting the following technologies/hardware:

  • Printers and Scanners

  • Email services including MS Exchange, Eudora , Apple Mail, Thunderbird, Entourage and UNIX web mail

  • Operating systems (Windows XP , Windows 7 , 10 , Apple, Unix)

  • Microsoft Products (Word , Excel, PowerPoint , Access , Project, Visio)

  • Security software

  • Hard drive encryption software

    Expert level proficiency with Service Desk tools:

  • Service Request System (Heat)

  • Service Desk Knowledge Database

  • NetlD and URID Management tool

  • LDAP

  • Active Directory management tool

  • SCCM

  • File/Print tool


    Associates degree in related discipline plus 3-4 years ' experience in related field; or equivalent combination of education and experience .

    Percentage of allocation to these tasks follows:

  • Help Desk Operations (answering, resolving, escalating calls, process improvements, on-call support) 75%

  • Monitoring, quality assurance, policy enforcement and daily system health checks of e-mail and servers 5%

  • Tools Management and development 5%

  • Evaluate and test operating systems, application software 5%

  • Other duties as assigned (project related work) 10%

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled