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About the Role

The University of Rochester is seeking an individual to provide first-level technical support for end-user computing devices, including desktops, laptops, and mobile devices. This role involves troubleshooting and resolving issues, assisting with setup and configuration, and acting as a primary point of contact for end-users.

Responsibilities

• Provides first level technical support for end-user computing devices.
• Troubleshoots and resolves end-user device issues, in-person or remotely.
• Assists with setup, configuration, and maintenance of endpoint devices.
• Acts as primary point of contact for end-users in resolving device-related issues.
• Responds to customer requests based on urgency and established service levels.
• Utilizes technical expertise to diagnose and resolve client technology problems.
• Proactively identifies and addresses potential issues.
• Gathers feedback and addresses or escalates to management.
• Participates in project implementations by completing assigned tasks and communicating progress.
• Maintains constant communication with the team to ensure coverage of all calls and sites.
• Assists with testing and deployment of new and replacement systems, printers, and peripherals.
• Conducts 1:1 training with customers on hardware and application usage.
• Stays updated on current desktop and LAN technologies.
• Maintains working knowledge of a wide range of applications and technologies.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent and 1 year of relevant experience required.
• Equivalent combination of education and experience is acceptable.
• Ability to travel between work sites required.
• Flexibility to work shifts necessary to accommodate 24/7/365 coverage, including nights, weekends, and holidays required.
• Exception customer service skills required.
• Strong communication skills required.
• Logical thinker with good problem-solving skills required.

Skills

• Knowledge of current operating systems for PCs preferred.
• Proficient in hardware break/fix and troubleshooting preferred.
• Knowledge of Mac computers, handhelds, and other peripheral devices preferred.

Location

• 601 Elmwood Ave, Rochester, New York, United States of America, 14642

Work Type

• Regular
• Full time
• 40 hours per week

Experience Level

• 1 year of relevant experience

Education Level

• High School diploma or equivalent

Salary/Compensations

• $20.34 - $28.51 per hour

About the Company

• As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better.
• Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability.
• Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Equal Opportunity

• The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics).
• This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.