Information Technology Specialist

Rochester, NY

Responsibilities

General Summary of Role:

Provide customer support and consulting service to students, faculty and staff in academic, administrative and research roles. Advanced level expertise in supporting workstations, laptop computers, tablets, smartphones including shared networked resources, WiFi enabled devices, databases, Internet access and printers is necessary. Experience using all current Windows, Macintosh, iOS, Windows Phone, and Android OS operating systems. Experience with Networking, including Exchange services using Active Directory,TCP/IP and AppleshareIP protocols. Have expertise with Computer Imaging, and assist with creation, and deployment of computer systems using Imaging technology (e.g. SCCM, JAMF)

Specific Duties and Responsibilities:

  1. Provide enhanced high-level assistance for both internal and external customers who use the following software (35%)
  • Desktop Operating Systems: Windows and Macintosh OS versions

  • Desktop Applications/Office Suites: Microsoft Office suite for Windows and Apple computers. General expertise with Access, PowerPoint, Excel, Outlook, and Word.

  • E-mail Applications: Client software including MS Outlook, Applemail, Thunderbird, and Outlook Web Access

  • Support Applications: Cylance anti-virus, SCCM, Beyond Trust, Apple Remote Desktop, Internet Explorer, Firefox, Safari, FileMaker Pro, Imaging software (WIMs,DeployStudio),VPN and FTP clients, Virtualization Tools like VMWare Fusion, Parallels, Windows Virtual PC.

  • Support Desktop, and Network Printing

  • Manage infrastructure services using tools like Infobox, Active Directory/Exchange, Identity Management

  • Oversee operation of Cloud and on-premise network based backup systems; Retrospect Remote, network servers for file sharing and backup, box.net

  • Experience utilizing service ticketing applications

  1. Provide support for the day-to-day use and configuration of handheld devices including iOS devices (including iPad, and iPhone) and Android. (5%)

  2. Be a subject matter expert and a model for best practices with respect to technology uses and network security. (5%)

  3. Provide support for computer network connectivity and consult with customers in that area. (10%)

  4. Provide hardware and software recommendations and assist with budgetary decisions for the IT Center and SLA departments. May include responsibility for overseeing the AS&E Annual Capital/Renewal Technology Replacement Program. (10%)

  5. Keep abreast of technology trends that relate to AS&E IT supported systems in order to promote appropriate computing strategies. (10%)

  6. Provide customer instruction and mentoring in one-on-one and classroom/workshop settings. (5%)

  • Write End-User Documentation for software and services
  1. Evaluate and test operating systems, application software and hardware for use by AS&E IT support systems as well as customer systems. (10%)

  2. Provide technical support to AS&E IT student staff and feel comfortable working closely with student staff work teams. (5%)

  3. Assist with the creation, upkeep, and management of Computer Deployments using deployment tools. (5%)

  • Evaluate and maintain Imaging Infrastructure, for improvements

  • Update Images as needed due to hardware and OS Changes

The following characteristics and expectations apply to a senior-level technician:

  • Possess several job-related technical certifications and/or years of service in the field.

  • Possesses greater latitude in interacting with both customers and other internal staff; and thus there are higher expectations about a senior-level person’s ability to effectively represent solutions

  • Provides clear and consistent written and verbal communications on behalf of AS&E IT in public settings

  • Provides clear and consistent written and verbal communications on behalf of the IT Center and desktop group in internal AS&E IT interactions

  • Significant level of involvement with projects that have broad customer impact with an emphasis on faculty support

  • Demonstrates an understanding of the challenges involved with technology transformations as well as the political and business realities impacting decisions

  • Serves as a role model in both technical and behavioral interactions with other staff members

  • Demonstrates a consistent, proactive approach for continuous improvement

  • Willingly takes on or initiates projects intended to improve department operations, faculty support and customer service

  • Works with others to produce process improvements

  • Participates in the orientation of new AS&E faculty and staff, helping them become acclimated to hardware, software and internet environments

  • Recognizes that responsibilities are not always easily defined – looks beyond assigned activities to extend services

  • Demonstrates, through words, appearance, and actions, a level of pride and commitment to the outcome of their efforts.

  • Describes, coaches, and reinforces skills and behaviors in order to provide exceptional service.

  • Anticipates potential problems and develops ways to prevent them.

  • Evaluates and recommends changes in methods or procedures affecting broad areas. Demonstrating initiative and independent judgment.

Knowledge and Work Experience Requirements:

At least 5 years of experience working with clients in a networked computer environment using the Windows and Macintosh operating systems, including support to faculty and staff in their use of Windows, and Apple hardware, applications software and networking. Relevant certifications are preferred. Excellent customer service skills are required.

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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