Service Desk Support Tech I

Rochester, NY


Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to: desktop applications, printers and scanners, networking, hardware and operating systems. Understands and supports University-supported applications. May participate in on-call rotation as needed.


  • Provides troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption and remote access.

  • Provides first- and second-level technical response to customer requests, maintenance and urgent and emergency technical problems associated with computer systems, both at on-site and off-site (Wide Area Network) locations.

  • Utilizes automated processes to reduce waste or inefficiencies in operations.

  • Consults with customers to understand their needs, providing excellent customer service in all interactions.

  • Acts as an on-call resource for the Service Desk.

  • Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.

Other duties as assigned


  • High School Diploma or equivalent required

  • 1 year of customer service or other relevant experience required

  • Equivalent combination of education and experience required

  • Previous Service Desk or Call Center Experience preferred

  • Experience working with eRecord preferred

  • Ability to travel between work sites required

  • Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required

  • Exceptional customer service skills required

  • Strong communication skills required

  • Excellent problem-solving skills required

  • PC and Windows knowledge, particularly Microsoft Office suite preferred

  • Basic understanding of LAN/WAN technologies preferred

  • A+ Certification preferred

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: $19.96 - $27.94 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: Health Sciences
Full/Part Time: Full-Time