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University of Rochester Desktop Support Specialist - 227484 in Rochester, New York

Desktop Support Specialist Job ID 227484

Location School of Medicine & Dentistry Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 053 Pediatrics M&D Admin





The employee should play a key role in the ongoing successful support of Pediatric Information Technology equipment, applications and systems, define Information Technology needs and create plans to implement solutions, train customers in the use of existing and new Information Technology and consult and liaison with Information Systems Division on best practices utilizing Information Technology. They should also provide policy recommendations to be reviewed by Pediatric Administration, participate in Information Technology purchasing ensuring security compliance and best possible customer experience, serve as secondary Technical Resource and ensure integration with current and future technology.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.


  • Be onsite and available for emergency support requests during scheduled on-call period Monday - Friday.

  • Receive, process and prioritize Information Technology support requests from the help desk or directly from customers in a timely manner.

  • Provide hardware support for approximately 2,000 devices predominantly PC’s in the Department of Pediatrics with an approximate 5% annual increase in units located in clinics, labs, offices, research and conference rooms.

  • Install, configure, and support various software applications in Windows and macOS environments.

  • Maintain continuous open communication with end users keeping them informed on the status of their requests.

  • Maintain automated and manual inventory of Information Technology devices.

  • Work cooperatively with purchasing and other vendors to evaluate and request equipment or software appropriate to user needs. Consider alternative approaches and recommend the best solution for the end users in Department of Pediatrics.

  • Coordinate and liaison with other IT service vendors during work performed in Pediatrics.

  • Ensure users are trained in the use Information Technology.

  • Disseminate information concerning medical center standards and policies.

  • Attend seminars and classes to stay up-to-date on technical and functional knowledge needed to aid in maintaining the needs of the Department of Pediatrics.

    85% Ad-hoc Desktop Support

    10% Inventory Maintenance or projects

    5% Training


    Bachelor’s degree in related discipline such as computer science, business, mathematics, statistics, science or engineering, and 2-3 years of related experience; or an equivalent combination of education and experience. Prefer Bachelor’s Degree in IT, computer science or engineering.


    At least two years of enterprise level IT experience with a good working knowledge of system administration and integration. Knowledge of installation, troubleshooting, and repair of Microsoft Windows and Office. Familiarity with Macintosh operating systems and general application troubleshooting. Experience in hospital systems or medical field setting a plus.

    Demonstration of analytical and problem-solving skills. Good verbal and written communication skills to interact with faculty, students, biological laboratory personnel and administrative staff.

*For more on the ICARE values go to:

How To Apply

All applicants must apply online.

The University of Rochester is an Equal Opportunity Employer.