Customer Technology Spec II

Customer Technology Spec II

University of Rochester

220 Hutchison Rd, Rochester, New York, 14627, United States of America

• Opening type:
  Regular
• Employment type:
  
  Full Time
• Scheduled weekly hours: 40
• Department: 100089 University IT / C&DS
• Work Shift:
  
  UR - Day
• Range: UR URG 110
• Compensation Range: $60,431.00 - $84,603.00

Serves as a technical lead for a specific department. Provides high level hardware and application support, consultation, analysis, troubleshooting, design and operational support for all technology customers. Acts as an escalation point between the department and IT. Maintains expertise in current desktop and network technologies, as well as wide range of systems, applications and customized needs in support of all functions.

Provides hands‑on support for clients with excellent customer service skills. Works with IT to deliver solutions that meet documented business needs. Serves as owner for applications. Responsible for troubleshooting, resolving issues, updates and documentation. Identifies opportunities for improvement that will provide users greater efficiency and technology independence. Provides operational support in place of the manager, as needed.

• Provides technology support for faculty and staff, including setup, configuration, and technology management. Acts as a resource in a broad range of technology services.
• Assists with application and hardware project management during upgrades, relocations, and deployment of new technology solutions. Communicates with appropriate user base and employees, sets priorities, and manages progression of project implementation. Leads deployment and provides appropriate communication to key stakeholders, coordinating with IT teams and acts as liaison to vendors, as needed. Works with IT to deliver solutions that meet documented business needs.
  
  Serves as the primary point of coordination for technology-related items. Manages follow-up as appropriate.
• Serves as application owner for applications. Responsible for troubleshooting, resolving issues, updates, and documentation. Works with customers, vendors, and IT teams as required. Addresses vulnerabilities and acts as an application owner for Legacy Apps and Software as a Service (SAAS), as needed.
• Maintains documentation of all approved and implemented designs. Uses skills to assist in resolving technical problems. Researches and develops solutions to new or unknown issues and tests new technology. Acts as a backup to hands‑on technician work, as needed.
• Analyzes business requirements and workflows to develop training programs and/or materials for end users, as needed. Identifies opportunities for improvement to provide users greater efficiency and technology independence. Develops training materials and/or identifies training resources. Provides or directs others in the delivery of hands‑on training in one‑on‑one or workshop‑based formats. Presents change enablement to enterprise for change awareness, when needed.
• Acts as an escalation point when needed. Provides technical support to employees and users related to complex maintenance and/or urgent IT problems.
• Tests and evaluates new technology's impact, including ease of adoption, training needs, security, financial risks, etc. Tests new or upgraded technology solutions to evaluate the impact on business operations. Reviews, configures, and documents new technology. Develops and distributes communications regarding technology changes in their environment.
• Keeps abreast of technology trends and technologies and maintains technical skillset. Keeps up‑to‑date on industry trends and the regulatory environment to anticipate upcoming or future business needs.
• Other duties as assigned.

• High School diploma or equivalent and 5 years of relevant experience required
• Associate's degree preferred
• Or equivalent combination of education and experience

• Advanced level of PC and Windows expertise and understanding required
• Proficiency in Mac computers and other iOS devices, handheld devices and other peripheral devices required
• Advanced understanding…