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:

　　Required:

　　Associate’s degree in related discipline

　　3-4 years’ experience in related field;

　　or equivalent combination of education and experience

　　Prior Help Desk experience

　　Preferred:

　　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

　　Intermediate understanding of LAN/WAN technologies

　　Exceptional customer service skills, including outstanding oral and written communications

　　Ability to diffuse difficult situations

　　Advanced problem solving techniques including ability to troubleshoot without remote access to customer’s PC

　　Demonstrated project management skills

　　Mac operating system knowledge

　　Technical certifications

　　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:

　　Schedule: