Customer Support Technology Specialist I, EMS

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

26 Gibbs Str, Rochester, New York, United States of America, 14604

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

300116 ESM Technology & Media Product

Work Shift:

UR - Day (United States of America)

Range:

UR URG 109

Compensation Range:

$55,955.00 - $78,336.00

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.

Responsibilities:

The Customer Technology Specialist is a technical specialist with strong, Microsoft Windows, Apple mac OS,and Linux experience in the Computing Services team within the Technology & Media Production department. This position supports and empowers faculty, staff, and students across creative and administrative environments. It requires the ability to be a methodical and efficient troubleshooter, a knowledgeable server administrator, and above all, an effective and friendly communicator. This Customer Technology Specialist is responsible for high level software and hardware support. The position initiates, prioritizes and manages enterprise-wide IT projects, with an emphasis on supporting and enhancing the administrative, academic and performance environment at the School. Acts as advisor to faculty, staff and students for all operational, academic, performance, and research computing needs. Works under the supervision of the Associate Director of Computing Services, with considerable latitude for independent judgment.

ESSENTIAL FUNCTIONS

Help Desk Ticketing System and Desk-top Support level 3:

• Manage the AAA – Authentication, Authorization & Access for all networks, drives & systems
• Organize and lead investigations into faculty and staff software-related requests, including support for operating systems (Mac OS, Mobile devices, Microsoft Windows OS), Internet applications (Chrome, Firefox, Safari, MS Edge , and Outlook), office productivity applications (MS Office), media applications (Notation Software, Zoom, and Windows Adobe products) and other applications as necessary and appropriate.
• Manage functional network connectivity, backup software, licensing activation and printing needs.
• Restores data from back-ups to maintain operational efficiency.
• Assign appropriate permissions to access department resources. Support interaction by means of in-person, Zoom, phone and Remote tools that best reflect efficiency and flexibility to the Eastman Community.

Hardware Life-cycle management & Customized support for users

• Manage hardware refreshes each year to maintain an effective and reliable computer system, currently a 5-year refresh cycle, with a rolling fleet of approximately 450 computers. Engage in best-practices using migration tools for reliable transfer of users data to new hardware.
• Initiate and manage IT projects at the Eastman School of Music, including system migrations, integration with University IT services, and publishing workflow and training documentation for Computing Services and the Eastman Community.
• Attend T&MP, ECS and Univ. IT ARC meetings, bi-weekly or monthly.

Hardware & Technical Recommendations

• Organize and lead investigations into faculty and staff hardware-related problems, including support for computers, monitors, printers, input devices, mobile devices and other hardware as necessary and appropriate.

Operating Systems upgrades

• Manage the implementation of new computers, both Mac and Windows operating systems, using their associated managment tools and software applications within UR IT standards and systems. Including Jamf, SCCM, Active Directory, Infoblox, cloud base backup software Crashplan (Code42).

Specific Business/Individual needs

• Collaborate & recommends and finds solutions for departments &  users based on business requirements
• Research, develop, design, test, and implement new computer, software and peripheral resources based o