Sr Customer Technology Spec

Rochester, NY


General Purpose :

The supervisor of the Psychiatry Tech Group collaborates closely with the Department Chair, Associate Chairs and Principal Investigators to facilitate technological support, equipment maintenance, and strategic technology recommendations. This role entails managing the Technology Group’s budget and personnel, overseeing event planning and support for various formats, such as in-person, webinar, and hybrid events, as well as managing educational and presentation technology within the Psychiatry Department. Additionally, the Director consults with departmental leadership to determine technology requirements, oversees the implementation of audiovisual technology in renovated spaces and new constructions, and supports telemedicine services and ECHO programs in Psychiatry. Supervisory responsibilities include managing Skills Lab operations, technical operations, and the department's video production studio, along with supervising creative and technical staff. May also oversee the work of students.


Supervision and Management:

Hires, trains, and supervises technology staff, students and consultants. Directly supervises the Psychiatry Department’s technical and creative staff photographer, videographer and technical staff coordinator. Assures that consultants and staff have the skills and understanding of client projects to code and implement software within the scope of best practices, HIPAA, and ADA compliance, data security and other regulatory standards. Assigns & reviews the work of technology staff. Sets software and technology standards for the work group to ensure efficiency and consistent functionality across projects. Provides technical instruction through in-service presentations and training recommendations. Sets and implements testing standards and technology migration policies. Reviews test results, make changes to code as necessary, and maintains up-to-date documentation.

Event Technical Planning & support:

For in-person, web-only and hybrid events, meetings, lectures and conferences, work closely with event planners to recommend technology, locations and set design and generally produce events. Design registration

pages and assist with the registration process. Set up a communication channel between presenters and technology staff. Set up troubleshooting and communication procedures for participants. Direct and stage manage events, hire and train technical staff, provide edited recordings of the event and assist with distribution of the recordings.

Media production:

Produce, write, direct, edit and distribute high quality video, audio and interactive media programs. Hire and train additional technology staff that may be needed, as well as hire actors and design sets and lighting. Content is usually related to education and training, marketing and public relations, internal communications and research. For interactive content, create graphics and write the computer code necessary to create the content. In addition, maintain a digital media library of historical and educational media produced and collected by the department.


Consults with Psychiatry Department’s leadership and staff to assess data needs, program functionality, and other technical requirements for projects. Consultant on several grants, including ECHO OMH and HRSA grants.

Works with Medical Center Real Estate, Contractors, University IT and University Facilities to plan and deploy technology in new construction and renovated spaces. Consults with ISD leadership and staff to keep them up to date on the Psychiatry Department’s use of technology and the URMC network, as well as the changing technical requirements and new features of enterprise software and services. Works closely with CEL and ISD software and network groups to maintain and update standards for video streaming and media presentation services over the URMC network and conference room computer functionality. Works with URMC Marketing, Public Relations, Web Services and the department’s DICE program to set and maintain departmental publication standards, rules and procedures. Evaluates the quality of media materials going out to the public, including web content and media produced by faculty and staff.

Other duties:

Performs other related duties as required, including presentation at seminars and in-services, teaching students, and formal and informal instruction to users and other customers on computer software, hardware and other technology and services. Keeps current with of trends in computer, research, education and technology fields relating to the needs by attending conferences and seminars, participating in online courses, and regularly meeting with colleagues in those fields to keep up to date with new trends, policies and best practices. Trains users to use software and equipment related creating and presenting content for their presentations.


  • High School diploma or equivalent and 7 years of relevant experience required.

  • Bachelor's degree in a related discipline such as Information Technology, Computer Science, or Media Production.

  • 7 years of relevant experience, preferably including 1-2 years in a supervisory capacity (preferred).

  • Or equivalent combination of education and experience


  • Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders. Knowledge of regulatory standards, including HIPAA and ADA compliance, data security, and other relevant regulations. Proficiency in event planning and management, media production, and technology consultation.

  • Commitment to cultural competence and sensitivity in interactions with patients, families, trainees, and colleagues, with a willingness to participate in cultural competence events and training.

  • Proficiency in MACs and other IOS devices, handheld devices and other peripheral devices required

  • Advanced understanding of LAN/WAN technologies, including design, hardware and protocols required

  • Exceptional customer service and communication skills. Ability to diffuse difficult situations and maintain calm and professional required

  • Ability to work both independently and as part of a team required

  • Ability to balance multiple priorities in a dynamic and fast- paced environment required

  • Logical thinker with advanced problem-solving abilities required

  • Demonstrated project management abilities preferred

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: $70,197 - $105,295 Annually

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.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time