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

　　Maintain working knowledge of wide range of URMC systems and technologies

　　Provide first and second level technical response to customer requests, maintenance, urgent and emergency technical problems associated with the URMC computer systems, including Medical Center and off-site (Wide Area Network) locations

　　Provide technical expertise and customer support while meeting customer satisfaction

　　Triage calls to the appropriate support team based on issue provided and troubleshooting performed

　　Perform routine software installations and upgrades.

　　Participate in project implementation as it relates to Help Desk and Desktop support

　　Provides appropriate communication to managers, as well as other technical support staff.

　　Assist with the development and maintenance of appropriate documentation as requested. Act as an on-call resource for the Help Desk

　　Act as an on-call resource for the Help Desk

　　Keep 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 in related discipline required

　　1-2 years’ experience in related field required;

　　or equivalent combination of education and experience required

　　Advanced PC and Windows expertise, particularly Microsoft Office suite of products or advanced eRecord experience in lieu of PC expertise preferred

　　Basic understanding of LAN/WAN technologies preferred.

　　Exceptional customer service skills, including outstanding oral and written communications preferred

　　Advanced problem solving abilities preferred

　　Previous Help Desk or call center experience preferred

　　Mac OS knowledge 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: Health Sciences

　　Full/Part Time: Full-Time

　　Opening:

　　Schedule: