Service Desk Support Tech II

Responsibilities Provides phone, remote, and chat support for a large customer base whose business functions rely primarily on computer-based technologies in a 24x7 environment. Provides a high-level of customer service and exhibits independent thinking. Assists with training of new representatives, documentation, and other projects as assigned. May participate in on-call rotation as needed. Acts as software/beta tester for new implementations and provides customer experience feedback. Performs routine software installations and upgrades using remote software tools. Provides advanced troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption, and remote access the first-level team members are unable to resolve. Provides technical expertise in meeting customer satisfaction and enterprise strategic goals. Uses independent judgment in decision-making when faced with unique customer situations. Assists with onboarding process and training of new Service Desk team members and provides team mentoring on an on-going basis. Assists with coordinating and implementing technical strategies related to patient care, research, administration, and academia. Acts as subject matter expert for applications/services and maintains technical documentation. Performs project management support, developing timelines and milestones, communicating with user base, setting priorities, and managing progression of implementation tasks. Keeps abreast of current desktop, network, and LAN technologies through continuing education and on-the-job training. Other duties as assigned. Minimum Education & Experience High School diploma or equivalent and 2 years of customer service or other relevant experience; or equivalent combination of education and experience. Previous service desk or call center experience preferred. Experience with advanced troubleshooting computer hardware and software issues for Macintosh- and Intel-based computers preferred. Advanced experience supporting multiple technologies/hardware preferred. Experience working with eRecord preferred. Knowledge, Skills and Abilities Ability to travel between work sites required. Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required. Exceptional customer skills, including the ability to diffuse difficult situations. Strong communication skills. Excellent problem-solving abilities. PC and Windows knowledge, particularly Microsoft Office suite preferred. Intermediate understanding of LAN/WAN technologies preferred. Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access. Demonstrated project management skills preferred. Licenses and Certifications CompTIA A+ Certification or Google IT certification upon hire preferred. The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission. 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). #J-18808-Ljbffr 001 University of Rochester