Service Desk Support Tech III

Join the University of Rochester to apply for the Service Desk Support Tech III role.

Location:

300 Science Pkwy, Rochester, New York, 14620, United States of America.

• Job Type: Full time
• Scheduled Weekly
  
  Hours:
  
  40
• Department: 100311 University IT / P&PM
• Work Shift:
  
  UR - Day (United States of America)
• Compensation: $26.90 - $37.66 per hour.

• Supports lower-level staff with troubleshooting and escalations.
• Resolves high-level troubleshooting and complex issues with servers, email, LDAP, desktop applications, hardware, and operating systems.
• Monitors and evaluates lower-level staff performance and brings concerns to supervisor.
• Assists with reporting on agent and team metrics; may provide on-call support.
• Provides second-level server systems administration and email administration triage for Windows, Mac, LINUX, and UNIX server issues.
• Creates support documentation of systems, procedures, diagnostic processes, and root cause analysis.
• Acts as System Administrator for various tools and systems.

• Acts as escalation point for predefined requests beyond Level I or II support.
• Resolves high-level technical problems via Service Desk intake mechanisms.
• Provides oversight of lower-level personnel; mentors agents; assists with recruiting and performance feedback.
• Provides technical response for service interruptions and maintenance activities.
• Reports urgent or emergency technical problems across the network.
• Ensures new services are documented, communicated, and trained before go-live.
• Participates in IT team meetings, reviews tickets for appropriate work transitions.
• Identifies process improvement opportunities.
• Stays abreast of desktop, network, LAN technologies via continuing education, journal review, web searches, training, seminars.
• Other duties as assigned.

• High School diploma or equivalent with 2 years of customer service or relevant experience.
• Associate's degree preferred; or equivalent combination of education and experience.
• 1 year of experience in a leadership capacity preferred.
• Advanced troubleshooting experience with Macintosh- and Intel-based computers preferred.
• Advanced experience supporting multiple technologies/hardware preferred.

• Ability to travel between work sites.
• Flexibility to work necessary shifts for 24/7 coverage (nights, weekends, holidays).
• Exceptional customer skills, including diffusing difficult situations.
• Strong communication skills.
• Capacity to accurately describe technical issues and interpret user descriptions.
• Intermediate understanding of LAN/WAN technologies preferred.
• Ability to troubleshoot hardware/software, network, and network configuration (TCP/IP).
• Network troubleshooting and configuration skills preferred.

• CompTIA A+ Certification or Google IT certification upon hire preferred.

• Mid-Senior level

• Full-time

• Information Technology
• Industry: Higher Education

The University of Rochester is committed to fostering an inclusive and welcoming culture. We do not discriminate 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 protected characteristic.