Customer Tech Suppt Tech I

Responsibilities: Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Assists with setup, configuration and maintenance of endpoint devices.

Essential Functions: Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels. Troubleshoots and resolves device-related OS, connectivity or application issues. Assists with setup, configuration, and maintenance of endpoint devices. Utilizes technical expertise to diagnose and resolve problems related to client technologies. Proactively identifies issues that can be handled before a ticket is submitted. Gathers feedback and addresses or brings to management. Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers, keeping track of progress, reporting back to project manager. Maintains constant communication with team to ensure coverage of all calls. Ensures all sites are covered and if necessary, relocates to other sites to provide coverage. Assists with testing and deployment of new and replacement systems, printers and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met. Conducts 1:1 training with customers on the use of hardware and applications as needed. Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintains working knowledge of wide range of applications and technologies. Other duties as assigned.

Minimum Education & Experience: High School diploma or equivalent and 1 year of relevant experience required Or equivalent combination of education and experience

Knowledge, Skills and Abilities: Ability to travel between work sites required Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required Exception customer service skills required Strong communication skills required Logical thinker with good problem-solving skills required 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 Equal Opportunity Statement 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. About the University Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries - always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better. If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals. At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better - Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.