The University of Rochester is one of the country's top-tier research universities. Our campuses are home to 200 academic majors, more than 2,000 faculty and instructional staff, and some 10,000 students from all over the United States and around the world. The University of Rochester Medical Center (URMC) is one of the nation’s leading academic medical centers, which forms the centerpiece of the University of Rochester’s health research, teaching and patient care missions.
University IT and the Center for Integrated Research Computing (CIRC) provide University-wide leadership for the extensive and diverse technology initiatives required by a leading research university. As the primary hub for IT programs and initiatives, this organization engages constituents University-wide to provide:
Advanced computational and data analytics support to departments and centers across the University.
Enterprise-wide academic and administrative applications.
An institution-wide information security program to protect the University’s data and ensure compliance with regulatory requirements.
Robust IT infrastructure including a 24x7 150-mile optical network and 12,000 square foot primary and secondary Data Center facilities.
And, a collaborative and diverse team that creates integrated, secure and dependable IT systems and practices that support efficient and cost-effective distribution of information in support of University missions.
Position Summary :
This position works collaboratively across University Information Technology’s environment to ensure stable and continuous services in support of the University’s mission. This includes new installations, trouble shooting skill sets, and the ability to follow the University’s processes and procedures. Adaptable to an ever-changing environment and highlighting a multitude of skill sets will help with the support of our organization’s demands. Must demonstrate professionalism, technical expertise, and manage customer service expectations. In addition, must follow established escalation procedures and maintain the appropriate level of communication, especially during critical situations. Responsibilities include performing hardware replacement operations and properly diagnosing/troubleshooting daily issues. Will utilize University owned test equipment, tools, and vehicles while following appropriate safety standards and procedures.
Supervision and Direction Received :
Under general direction of Core Technology Services (CTS) Technical Services Manager or other designated authority. This individual may also follow the lead of senior technicians.
Machines and Equipment Used:
Wide variety of sophisticated measuring and analytical equipment, tools, instruments, computers, test meters, gauges and blueprints. Company and personal vehicles are used to move from service site to service site and back to office, depending on demand.
Technician must maintain a valid driver’s license and pass the University’s driving standards assessment.
Duties and Responsibilities :
With general direction and with limited latitude for independent judgment and action:
35% Perform moves, adds and change requests submitted by university departments related to telephony, data service, extended networks, and special applications. This includes the physical installation, rearrangement or disconnection of voice, data, and LAN equipment using a variety of hand tools and equipment. Work is regularly performed in confined areas (closets, ceilings, crawl spaces, pipe chases and mechanical rooms) using ladders and cat walks. Implement, inspect for, and support the University’s cable and equipment installation requirements and standards.
Demonstration of superior support for our customers delivered in a timely and professional manner that assists other team members with ensuring a favorable outcome.
17% Perform voice and network repair work. This requires analytical work and expertise in troubleshooting. Repairs could require cable infrastructure work; replacement of an endpoint device; identifying failed telephony or network ports or any of a number of other issues including but not limited to firewall constraints. Negotiating simple to complex customer concerns are a byproduct of this work. These responsibilities include the physical installation of LAN and data equipment, rearrangement or disconnection of NEC voice and network systems, and the use of a variety of hand tools and test equipment. This work is performed in customer spaces, switch rooms, and confined areas depending on the type of repair required.
15% Project work: Work collaboratively with other technicians and respond pro-actively to Engineering and Project Manager site-specific instructions. Should also demonstrate the ability to lead the work of others including contractors and create a simple work site schedule that involves completing tasks within a described time line. Manage vendors in switchrooms both at the University and at offsite locations.
10% Infrastructure support: upgrade of equipment, wiring, space allocation and the support of safety regulations. Scheduled inspections of CERs, switchrooms battery plant.
10% Maintain accurate cable plant records and be able to read CAD drawings and apply them to the required locations. Assist in monitoring and documenting inventory levels and use the appropriate level of communication to support/assure the daily flow of our processes and procedures.
8% Efficiently structure daily delivery schedules of product and recyclables; facilitate delivery and pick-up processes, and properly diagnosing/troubleshooting customer issues. Support the IT Equipment Recovery Program with scheduling, security requirements, and daily operations. Assist and support warehouse scheduling anomalies caused by peak work demands or unexpected staff shortages.
3% Proper management and documentation of daily service generated trouble tickets (JIRA), van/tools/equipment sign in/out procedures, time and material requirements, and the necessary line card documentation associated with CER closet work.
1% Participate in on-call rotation duties involving ad-hoc call-ins, critical repair, and critical install work to support scheduling requirements and daily demands (e.g. – operating rooms typically require after hour installation and maintenance work). Requires the ability to work with remote technical and engineering resources to trouble shoot and remedy after-hour service problems. This involves overtime and after-hours issues including system upgrades, and emergencies.
1% Demonstrate the ability to handle high visibility situations and critical customers at any given time; requires the successful candidate to be able to negotiate effectively and reinforce the recommended level of skill sets and customer service.
AAS degree in electronics and three years practical experience in the building and/or maintenance of electronic instruments, apparatus and/or equipment; or an equivalent combination of education and experience. Valid NYS driver’s license.
Cable management system certification or equivalent training
SV9500 Installation and Maintenance
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: $ 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: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 079
Schedule: 8 AM-5 PM