Customer Technology Spec I

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):

250 East River Rd, Rochester, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

250548 LLE-Laboratory for Laser Energ

Work Shift:

UR - Day (United States of America)

Range:

UR URG 109 H

Compensation Range:

$26.90 - $37.66

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:

GENERAL PURPOSE:
Serves as a key technical resource for the Customer Technology team, delivering Tier 1–2 support and solutions across hardware, software, and systems. Provides frontline and advanced troubleshooting, consulting, and implementation services to ensure smooth technology operations for faculty and staff. Supports day-to-day IT operations, project execution, and cross-functional collaboration to maintain high service quality and user satisfaction. Provides remote and hands-on support with a strong emphasis on customer service and issue ownership.

ESSENTIAL FUNCTIONS

• Provides responsive technology support for faculty and staff, including setup, configuration, and ongoing management of workstations, software, and peripherals.
• Serves as initial point of contact for IT support via Helpdesk; triages tickets, resolves Tier 1–2 issues, and ensures timely resolution or escalation.
• Participates in planning and execution of hardware and software lifecycle activities, including imaging, deployment, upgrades, relocations, and decommissioning.
• Leads assigned technology deployments and communicates with appropriate stakeholders. Coordinates implementation with other IT teams as needed and participates in enterprise-wide initiatives.
• Collaborates with external vendors and service providers to deliver solutions that meet documented business needs. Manages follow-up and resolution of vendor-supported incidents.
• Troubleshoots and resolves technical issues related to systems, software, and hardware; documents incidents, solutions, and procedures thoroughly in the ticketing system.
• Maintains accurate documentation of implemented designs, user support procedures, and asset records.
• Serves as a Tier 2 escalation point for complex support cases; assists team members and customers with urgent or advanced issues.
• Tests and evaluates new or upgraded technology solutions; reviews, configures, and documents software and hardware to support business operations.
• Provides proactive and reactive support via walk-up, phone, email, and ticketing systems; ensures consistent communication with end users throughout the resolution process.
• Keeps current with technology trends and maintains technical skillset; monitors developments in industry and compliance standards to anticipate future needs.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate’s degree in information technology or related field preferred
• High school diploma or equivalent and a minimum of 4 years relevant IT experience required
• Equivalent combination of education and experience will be considered

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced knowledge of Windows desktop and server operating systems, Microsoft 365, Teams, and Zoom
• Familiarity with ticketing systems such as Jira, ServiceNow, or equivalent for incident management and asset tracking
• Excellent customer service and interpersonal communication skills
• Proven ability to maintain professionalism and diffuse challenging or stressful situations
• Ability to balance multiple priorities in a dynamic and fast-paced environment
• Strong logical thinker with advanced troubleshooting skills and attention to detail
• Experience working independently as well as collaboratively in a team environment
• Conflict resolution and negotiation skills
• Ability to lift and move equipment up to 50 lbs on a regular basis

DESIRED ADDITIONAL SKILL