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University of Rochester ESM Computing Ser. Desk Spt Specialist - 219009 in Rochester, New York

ESM Computing Ser. Desk Spt Specialist Job ID 219009

Location Eastman School Music Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 077 ESM Technology & Media Product


Position Summary:

The Information Technology Support Specialist is responsible for providing Tier I computer-related support and assistance to faculty, staff, and students of the Eastman School of Music. The Information Technology Support Specialist acts as the primary point of contact for customers needing assistance with computer-related matters, providing a friendly, welcoming, and capable resource. The Specialist assists the Eastman Computing Services staff in developing policies, procedures, and practices that contribute to a secure, robust, and effective computer network at the Eastman School of Music.


Under the supervision of the Associate Director of Computing Services, with latitude for independent judgment.

  • Assist faculty and staff with software-related problems, including support for operating systems (macOS, Windows 10), Internet applications (Mozilla Firefox, Apple Safari, Microsoft Outlook, etc.), office productivity applications (MS Office 2019 and Office 365), creative applications (iTunes, Final Cut Pro, Logic, SmartMusic), cloud-based file-storage (Box), mobile applications for viewing email on iOS and Android, and other applications/services as necessary and appropriate.

  • Assist faculty and staff with hardware-related problems, including support for computers, monitors, printers, input devices, mobile devices and other hardware as necessary and appropriate. Assist in preparing replacement hardware for deployment.

  • Interact and coordinate with Eastman faculty and staff for new and ongoing projects, using JIRA Service Desk for managing requests, and group communications using real-time tools like Slack and instant messaging. Document, review, and update procedures in departmental wiki.

  • Keep abreast of trends and technology for academic computing environments in order to promote appropriate academic/administrative computing strategies.

  • Maintain appropriate and consistent practices regarding security, authentication, and other policy matters.

  • Coordinate with external vendors for purchases for hardware/software/services.

  • Perform other duties as assigned, which may include training, teaching or assisting with multimedia projects.


    Associate's degree in related discipline plus 1-2 years experience in related field; or equivalent combination of education and experience.

    Preferred Qualifications

  • Extensive and demonstrable knowledge of the Windows and Macintosh operating systems and applications.

  • Positive and collegial service-orientated attitude with attention to detail and ability to multi-task.

  • Ability to think creatively and effectively seek out and implement solutions, especially to issues and environments not previously experienced.

  • Collegial telephone, face-to-face, and written communication style, along with accuracy and responsiveness.

  • Work equally effectively as part of a team, with clients, and independently.

  • Bachelor’s degree in a related field.

  • At least one year working with academic and administrative clients in a desktop computing environment.

  • Experience interacting face-to-face with customers, serving as the public face of a team.

  • Confident and experienced in training users on a one-to-one or class setting.

  • Knowledge of TCP/IP networking.

  • Knowledge of music notation or other creative software.

  • Interest in music performance.

    How To Apply

All applicants must apply online.

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