Customer Technology Support Specialist Lead - University of Rochester

POSITION SUMMARY: Provides consultation, analysis, troubleshooting, design, implementation, training and operational support for University of Rochester technology users. 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 remote and hands-on support with excellent customer service skills. **TYPICAL DUTIES:** + Provides high-end level technical support related to complex maintenance and/or urgent IT problems which requires expert knowledge of nonstandard procedures for all systems. + Serves as a project coordinator. Assists with application and hardware project management during upgrades and relocations. Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities and manages progression of project implementation. Provides appropriate communication to other technical and application support staff. Develops and maintains appropriate documentation. Participates in enterprise-wide projects and implementations as needed. + Assesses, interprets and analyzes customer technical problems received via Help Desk services, directly from customer interaction or other methodologies. Utilizes strong technical expertise to diagnose and resolve problems related to client technologies. Maintains working knowledge of wide range of applications and technologies. Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on and off-site locations. + Leads complex technical projects and strategies. Researches, prepares specifications and/or data and makes recommendations regarding them. + Facilitates server patching and maintenance, provides apps support for various applications, supports Mobility for field staff, manages local printer fleet, orders equipment, and provides afterhours on call support as needed. + Configures, installs, repairs and troubleshoots technology. Determines appropriate, cost effective resolution and implements. Consults with customers to understand business issue and synthesizes appropriate solution based on best practice, ISD SOP and personal knowledge and experience. + Resolves complex or delicate situations directly or with Supervisors and Manager if necessary. + Exhibits total systems knowledge. In extreme instances, escalates tickets to the original developers for in-depth analysis. + Serves as application expert for departmental applications and troubleshooting and resolving issues. Works with customers, vendors and ISD as required. + Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities. Provides technical writing assistance with documentation. Other duties as assigned **QUALIFICATIONS:** + Associates Degree in related discipline required + 5-6 years of experience in related field required; + or equivalent combination of education and experience required + Advanced level of PC and Windows expertise and understanding required + Proficiency in MACs and other IOS devices, handheld devices and other peripheral devices required + Basic understanding of LAN/WAN technologies, including design, hardware, and protocols required + Exceptional customer service skills, including outstanding verbal and written communications required + Advanced problem-solving techniques preferred + Demonstrated project management abilities preferred + A clean driving record and reliable transportation for business travel between sites required + Must be available to work holidays per department needs for 24/7 coverage required The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations. **How To Apply** All applicants must apply online. _EOE Minorities/Females/Protected Veterans/Disabled_ **Location:** Health Sciences **Full/Part Time:** Full-Time **Opening:** Full Time 40 hours Grade 081 ISD Customer Service Business **Schedule:** 8 AM-5 PM