Info Tech Supt Spec II

Rochester, NY



Provide customer support and consulting service to students, faculty, and staff in academic, administrative, and research roles. Intermediate-level PC expertise, including shared networked resources, databases, Internet access, mobile devices, and printers, is necessary—experience using all current Windows versions and networked Windows servers using Active Directory and TCP/IP.

Specific Duties and Responsibilities:

  1. Provide intermediate-level assistance for customers who use the following software and hardware (60%)

  2. Operating Systems: Windows 10 Professional and Macintosh OS X (combination of both helpful).

  3. Desktop Applications/Office Suites: Microsoft 365, Office 2016, Office 2011 (For Mac). General expertise with Microsoft Teams, Access, PowerPoint, Excel, Outlook, Word, SharePoint, Confluence, and Box cloud service.

  4. E-mail Applications: Various software, especially MS Outlook accessing Microsoft Office 365 and MS Exchange.

  5. Support Applications and Utilities: Cylance anti-virus, Chrome, Edge, Firefox, Safari, Host Explorer, Filemaker Pro, Telnet, and FTP clients.

  6. Microsoft imaging and User State Migration Tools.

  7. Support video conferencing applications such as Zoom, Go-to-Meeting, and WebEx.

  8. Support networked printers and multi-function devices.

  9. Experience utilizing service ticketing applications such as JIRA and Service Desk.

  10. Experience using smartphones such as iPhone and Android devices.

  11. Experience providing audio-visual support for meetings and events.

  12. Provide support and consultation for wired and wireless computer network connectivity and security. (10%)

  13. Provide customer instruction and mentoring in one-on-one, class, and computer-based training scenarios. (10%)

  14. Keep abreast of technology trends that relate to University IT to promote appropriate computing strategies. (10%)

  15. Provide hardware and software recommendations and assist with budgetary decisions for client departments. (5%)

  16. Evaluate and test operating systems, application software, and hardware for use within University IT and customer systems. (5%)

Knowledge and Work Experience Requirements:

At least two years of experience working with clients in a networked, domain computer environment using the Windows operating systems and Windows Active Directory. Excellent customer service skills. Microsoft certifications and Apple Macintosh experience are a plus. Experience with audio/ video equipment is a plus.

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.

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Location: Central Administration
Full/Part Time: Full-Time