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University of Rochester Collaboration & Telehealth Support Technician - 232467 in Rochester, New York

Collaboration & Telehealth Support Technician Job ID 232467

Location Health Sciences Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 054 ISD Customer Service Business


8 AM-5 PM



Responsible for the planning, design, implementation, management and support of Telehealth & Collaboration tools for the University of Rochester Medical Center and Affiliates. Maintain expertise in current desktop and end user technologies, as well as wide range of systems, applications, and customized needs in support of all Medical Center functions. This position will report to the Technical Lead of the Collaboration Team.


  • Design and manage telehealth technologies, collaboration tools, audio visual services, content management and file sharing services. This includes developing training and documentation for technical and non-technical end users.

  • Serve as a project coordinator for telehealth and teleconferencing installations. Work with internal and external resources to coordinate the installation and testing of equipment. Assist users in conducting video conferencing and telemedicine sessions, which may include session preparation, monitoring equipment and system performance, solving issues and escalating as appropriate. Consults with customers to understand business and clinical issue and synthesizes appropriate solution based on best practice, ISD SOP and personal knowledge and experience.

  • Assess, interpret and analyze customer technical problems received via Service Now, directly from customer interaction, or other methodologies. Utilize strong technical expertise to diagnose and resolve problems related to telehealth and collaboration client technologies. Maintain working knowledge of wide range of Medical Center applications and technologies. Provide second and third level technical response to maintenance, urgent and emergency technical and application problems at on and off-site locations.

  • Tracks equipment used for telehealth, teleconference and collaboration. Manages software and hardware refresh. Makes recommendations and test new technologies.

  • Serve as a consultant to project managers and customers regarding centrally supported telehealth and collaboration solutions. Participate in location ‘go-lives’ as needed.

  • Keep current regarding all relevant technologies by participating in education opportunities, reading professional publications, maintaining personal networks with applicable vendors.

  • Actively participates in appropriate meetings, contributes potential solutions and ideas; shares knowledge. Becomes knowledgeable and seeks opportunities regarding LEAN principles.

    Other duties as assigned


  • Bachelor's degree in a related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering required;

  • Master’s Degree preferred.


  • 3-4 years of related experience;

  • 1-2 years experience in a supervisory capacity;

  • or equivalent combination of education and experience

  • Advanced level of PC and Windows expertise and understanding (3-5 years hands on experience).

  • Proficient in MACs and other IOS devices, handheld devices, and other peripheral devices required. Basic understanding of LAN/WAN technologies, including design, hardware, and protocols.

  • Exceptional customer service skills, including outstanding oral and written communications.

  • Advanced problem-solving ability. Demonstrated project management experience.

  • A clean driving record and reliable transportation is required to use for business travel between sites.

  • Must be available for on call per department needs for 24/7 coverage.

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled