Service Desk/DC Ops Specialist II

Rochester, NY


The Service Desk/ Data Center Support Specialist II provides first level Service Desk phone support for faculty, staff, students and clinicians whose business functions rely primarily on computer-based technologies in a 24x7 environment. The specialist supports desktop and network technologies, and has a basic understanding of administrative, academic and clinical applications. The specialist follows documented procedures when troubleshooting and resolving issues within the Enterprise Data Centers including voice and network services, servers, desktop applications, hardware and operating systems. Cross-functional responsibilities include maintenance of system logs, using documented procedures and diagnostic processes to determine root cause of complex technical issues, system monitoring and escalations. This cross-functional support model provides system administrators and end users with more consistent and knowledgeable technology support.


  • Resolves routine technical problems for customers received via Service Desk intake mechanisms, such as phone calls, service tickets, email, and chat.

  • Provides technical response and support for service interruptions and maintenance activities.

  • Reports urgent and emergency technical problems associated with the computer network, including Medical Center and off-site (Wide Area Network) locations.

  • Monitors Primary and Second Data Center operations interfaces for hardware issues and assists with maintenance and/or urgent IT issues; escalates when appropriate.

  • Monitors peripheral equipment for hardware or processing issues using documentation instructions.

  • May operate, or monitor the operation of, remotely hosted systems and/or equipment.

  • Responds to alerts and queries and instructions generated by computers and peripherals in the Data Centers.

  • Recognizes common malfunctions and responds to computer hardware errors to correct the issue; completes the initial analysis or corrects the malfunction; escalates when new or unfamiliar issues are encountered.

  • Refers difficult problems to designated authority.

  • Utilizes technical expertise to resolve existing problems related to desktop and LAN technologies.

  • Protects against unauthorized access to or the destruction of data, equipment and materials.

  • Follows documented procedures to complete daily system health checks for assigned systems and assists with reporting.

  • Relays information to other technical support staff and users.

  • Provides input for emergency communications.

  • Inputs operational and administrative log entries and completes associated forms.

  • Participates in after-hours maintenance and other duties as assigned.

  • Completes assigned project tasks in support of Service Desk and desktop technical implementations and/or network changes.

  • Participates in project enterprise-wide implementations.

  • Follows operations manual procedures and provides input on potential modifications.

  • Assists in meeting Service desk and data center goals related to customer support.

  • Participates in team initiatives to learn about new technologies.

  • Handles input and output materials, separates printouts and distributes materials to designated pick-up areas.

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

  • Maintains working knowledge of common systems and technologies.

  • Performs supplemental tasks such as cleaning equipment, inspecting cabling and other connections, setting discs.

Other duties as assigned


  • High School Education or equivalent and/or Military/Trade School if appropriate for service area or function required

  • 1 - 2 years of relevant experience, including previous Service desk and/or Data Center experience required

  • or equivalent combination of education and experience required

Required Technical Skills:

  • Data Center Operations working with common monitoring tools required.

  • Basic understanding of technologies/hardware including but not limited to servers, network hardware, printers and scanners, cloud-based & on-premise e-mail, operating systems (Windows, Apple, Unix), Microsoft productivity products (Word, Excel, PowerPoint, Access, Project, Visio) and security & encryption software required.

  • Ability to accurately describe a technical issue including the ability to interpret a user’s description of the problem (without remote access to customer’s PC) required.

  • Aptitude for learning hardware and software troubleshooting skills preferred

  • Aptitude for using remote-control tools preferred.

  • Mac, PC and Windows experience including Microsoft Office suite preferred

  • Basic understanding of LAN/WAN technologies preferred

Required Business Skills:

  • Customer service skills that demonstrate empathy and recognition of urgency required.

  • The ability to maintain composure with difficult users and situations required.

  • Open to different perspectives and flexible to change required.

  • Demonstrates the ability to follow direction and ask appropriate questions required.

  • High quality verbal and written communication skills required.

  • Ability to manage and complete one’s own work required.

Data Center Operations and Service Desk support are 24x7x365 operations, it is a requirement of the position that the Specialist adheres to attendance requirements to ensure coverage, including on call rotations, and must be available at any time as business needs require.

PLEASE NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as 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: $ 15.38 - $ 21.54 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 077 University IT / ECC
Schedule: 8 AM-5 PM