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University of Rochester Service Desk/DC Ops Specialist Sr - 228819 in Rochester, New York

Service Desk/DC Ops Specialist Sr Job ID 228819

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

Full Time 40 hours Grade 080 University IT/ECC


8 AM-5 PM


The University of Rochester is one of the country's top-tier research universities. Our campuses are home to 200 academic majors , more than 2,000 faculty and instructional staff, and some 10,000 students—approximately half of whom are women. The University of Rochester Medical Center (URMC) is one of the nation’s leading academic medical centers. It forms the centerpiece of the University of Rochester’s health research, teaching and patient care missions.

University IT and the Center for Integrated Research Computing (CIRC) provide University-wide leadership for the extensive and diverse technology initiatives required by a leading research university. As the primary hub for IT programs and initiatives, this organization engages constituents University-wide to provide:

  • Advanced computational and data analytics support to departments and centers across the University.

  • Enterprise-wide academic and administrative applications.

  • An institution-wide information security program to protect the University’s data and ensure compliance with regulatory requirements.

  • Robust IT infrastructure including a 24x7 150-mile optical network and 12,000 square foot primary and secondary Data Center facilities.

  • And, a collaborative and diverse team that creates integrated, secure and dependable IT systems and practices that support efficient and cost-effective distribution of information in support of University missions.

    Summary of Role:

    The successful candidate brings independent judgement to a technical role. Responsibilities are focused around high-end IT support for all systems, involving a variety of complex, technical inquiries using expert skills and knowledge. The role is responsible for troubleshooting and resolving issues with the Enterprise Data Centers environment, voice and network services, servers, desktop applications, hardware, operating systems and monitoring and escalations. The IT Operator Senior works with other IT Operators on shift to provide second level server systems administration and triage for Windows, Mac, and UNIX systems and hardware. The team is accountable for documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and will measure their effectiveness by implementing metrics to validate the controls and usage. In addition, this role is responsible for shift turnover, p roactive monitoring and reporting on daily system health checks of e-mail, authentication, anti-virus, and other critical systems.

    Primary Responsibilities:

  • 35% Provide high-end level technical support related to complex maintenance and/or urgent IT issues which require expert knowledge of nonstandard procedures for all systems. Effective communications during critical situations that require notifications to the user communities. Develop scripts for written and verbal communications so that executives and affected users receive consistent and effective messages.

  • 15% On-call, assist others in resolution of complex issues. Help write emergency communications, help coordinate technical teams and provide meaningful updates to management and executives. Participate in after-hours maintenance and other duties as assigned. Strong familiarity with University IT Incident Management procedures; excellent verbal and written communication skills

  • 30% Advanced troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, servers, email, networking, backup utilities, antivirus, whole disk encryption and remote access. Can perform independent analysis and reasoning with attention to detail. Requires insight and interpretation of the environment and the data being presented/reported to discover the appropriate solution/approach.

  • 15% Identifies security, hardware and software needs and/or upgrades; installs/removes/reinstalls software and hardware based on findings from investigations. Windows Systems Administration for server environment; can coach and provide solutions on all types of desktops using remote access tools.

  • 5% Keep abreast of current IT computing and mobile technologies through education, web searches, and formal seminars.

    Required Business Skills:

  • Advanced analytical skills for problem solving and troubleshooting.

  • Ensures customer satisfaction and appropriate follow-through in all interactions through a sense of urgency; demonstrate the ability to work under pressure and handle multiple priorities.

  • Mentor junior members of the team as needed creating an environment that is open to different perspectives and flexible 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.

  • Ensures staff and department operates within regulatory guidelines and/or standards while ensuring a high level of creativity.

    Required Technical Skills:

  • 2-4 years’ experience in Data Center Operations working with various monitoring tools.

  • 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’ experience with advanced troubleshooting of compute hardware and software issues.

  • Fully proficient with the use of remote-control tools.

  • 2-4 years’ advanced experience supporting the technologies/hardware including but not limited to servers, network hardware, printers and scanners, cloud-based & on premise e-mail, operating systems (Windows, Apple, Unix), Microsoft productivity products (Word, Excel, PowerPoint, Access, Project, Visio) and security & encryption software.


Associate’s Degree and 2-3 years of related experience; a working knowledge of computer operations, preferably in the department; or an equivalent combination of education and experience.


Since Data Center Operations is a 24x7x365 operation, it is a requirement of the position that the Specialist Lead adheres to attendance requirements to ensure coverage, including on call rotations, and must be available at any time as business needs require.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled