Service Desk Support Specialist I - University of Rochester

GENERAL PURPOSE: Provides first and second level Service Deskphone and remote support for large customer base whose business functions rely primarily on computer-based technologies in a 24x7 environment. Maintains knowledge in current desktop and network technologies, as well as an understanding of hospital-wide applications. Exhibit good customer service skills with the ability of putting customers first. **RESPONSIBILITIES:** + Assesses, interprets, researches and resolves simple to complex customer technical problems received via Service Desk or electronic methodologies. + Provides first and second level technical response to customer requests, maintenance, urgent and emergency technical problems associated with the computer systems, including Medical Center and off-site (Wide Area Network) locations. + Maintains working knowledge of wide range of systems and technologies. + Provide good customer service to our customers while meeting their support needs. + Triages calls to the appropriate support team based on issue provided and troubleshooting performed. + Performs routine software installations and upgrades. + Provides appropriate communication to managers, as well as other technical support staff. + Acts as an on-call resource for the Service Desk. + Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities. Other duties as assigned **QUALIFICATIONS:** + Associate’s Degree required + 1-2 years of customer service experience required + or equivalent combination of education and experience required + Reliable transportation required + Flexibility to work necessary shifts to accommodate 24/7/365 coverage. May include nights, weekends and holidays required + PC and Windows knowledge, particularly Microsoft Office suite of products or eRecord experience in lieu of PC expertise preferred + Basic understanding of LAN/WAN technologies preferred + Great customer service skills, including oral and written communications preferred + Logical thinker with good problem-solving abilities 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: $ 18.89 - $ 26.44 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:** Central Administration **Full/Part Time:** Full-Time **Opening:** Full Time 40 hours Grade 077 University IT / P&PM