Helpdesk Support Specialist II - University of Rochester

GENERAL PURPOSE: Provides first and second level Help Desk phone support for large customer base whose business functions rely primarily on computer based technologies in a 24x7 environment. Maintains expertise in current desktop and network technologies; as well as an understanding of hospital-wide applications. **RESPONSIBILITIES:** + Assess, interpret and research and resolve simple to complex customer technical problems received via Help Desk services or electronic methodologies + Utilize strong technical expertise to resolve existing problems related to desktop and LAN technologies. Maintain working knowledge of wide range of URMC systems and technologies + Provide first and second level technical response to maintenance, urgent and emergency technical problems associated with the URMC computer network, including Medical Center and off-site (Wide Area Network) locations + Use independent judgment in decision making when faced with unique customer situations. Train new team members and provide team mentoring on an on-going basis. + Assist with the coordination and implementation of URMC technical strategies as they relate to patient care, research, administration and academia + Provide technical expertise in meeting customer satisfaction and meeting enterprise strategic goals. + Perform routine software installations and upgrades using remote software tools. Manage informational updates as they relate to system outages (crisis management) requiring interaction with other technical groups. + Provide project management functions associated with Help Desk and Desktop technical implementations and/or changes on the URMC network. + Under general guidance, develop project timelines and milestones; communicate with appropriate user base; set priorities and manage progression of project implementation tasks as assigned + Provides appropriate communication to other technical support staff. Develops and maintains appropriate documentation + Participate in project enterprise-wide implementation. Assists with interviewing of new Help Desk team members + May participate in collaborative team initiatives across other technical teams + Keep abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities Other duties as assigned **QUALIFICATIONS:** + Associate’s degree in related discipline required + 3-4 years’ experience in related field required; + or equivalent combination of education and experience required + Advanced level of PC and Windows expertise and understanding, particularly Microsoft Office suite of products and/or advanced level of expertise and understanding of eRecord preferred + Intermediate understanding of LAN/WAN technologies preferred + Exceptional customer service skills, including outstanding oral and written communications preferred + Ability to diffuse difficult situations preferred + Advanced problem solving techniques including ability to troubleshoot without remote access to customer’s PC preferred + Demonstrated project management skills preferred + Prior Help Desk experience required + Mac operating system knowledge preferred + Technical certifications preferred 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_ **Pay Range** Pay Range: $20.38 - $28.56 Hourly _The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._ **Location:** Health Sciences **Full/Part Time:** Full-Time **Opening:** Full Time 40 hours Grade 079 ISD Customer Service Business **Schedule:** 8 AM-5 PM