Service Desk/DC Ops Specialist Sr

GENERAL PURPOSE:

The Sr Service Desk/DC Ops Specialist responsibilities focus on high-end IT support for Data Center and user systems, involving a variety of complex, technical inquiries using expert skills and knowledge. The senior technical expert is responsible for troubleshooting and resolving issues with servers, desktop applications, hardware, and operating systems along with the Data Center environment, voice and network services, and monitoring and escalations in either environment. The senior team member works independently with other Service Desk and Data Center support staff to provide second level server and end user support. The team provides second level server systems administration and triage for Windows, Mac, and UNIX systems and hardware. The team is accountable for documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and measure their effectiveness using metrics to validate controls, usage and customer satisfaction. In addition, the senior team member ensures that daily shift turn overs occur across Service desk and data center services; and, that proactive monitoring is continuous and daily system health check reports for e-mail, authentication, anti-virus, and other critical systems are ready for operations team meetings.

RESPONSIBILITIES:

Technical Leadership:

• Demonstrates senior level troubleshooting and resolution skills for technical issues related to computing hardware, operating system, application software, server, email, networking, backup utilities, antivirus, whole disk encryption and remote access that Service Desk and/or Data Center team members cannot resolve.

• Performs senior level analysis and reasoning with attention to detail.

• Provides senior level technical support related to complex maintenance and/or urgent IT issues which require expert knowledge of nonstandard procedures for Data Center systems.

• Requires insight and interpretation of the environment and the data being presented/reported to discover the appropriate solution/approach.

Project & Team Leadership:

• Writes technical documentation for the University IT Knowledgebase and Service catalog supporting both end user and Data Center environments.

• Writes documentation and is a subject matter expert for applications/services such as Identity Management, Lightweight Directory Access Protocol (LDAP), E-mail, and others.

• Demonstrates an ability to assess information from records and logs to analyze trends and develop scripts to automate processes to reduce waste or inefficiencies in operations.

• Participates in Service Desk and/or Data Center related project and task assignments.

• Provides guidance in support of technical day-to-day team member assignments for other members of the various support teams.

• Identifies security, hardware and software needs and/or upgrades.

• Installs/removes/reinstalls software and hardware based on findings from investigations.

• Provides windows systems administration for server environment.

• Provide solutions on all types of desktops using remote access tools.

• Provides senior level Service Desk and/or Data Center team technical response and communications support for more advanced service requests, including service interruptions, maintenance activities, as well as urgent and emergency technical problems associated with the computer network, including Medical Center and off-site (Wide Area Network) locations.

• Uses transferrable knowledge when faced with unique customer situations.

• Provides team training for Service Desk and/or Data Center team members.

• Provides recommendations for service improvement at weekly Service desk meetings.

• Provides senior level technical support related to maintenance and/or urgent IT issues which require advanced knowledge of nonstandard system procedures.

• Serves as technical escalation for Service Desk and/or Data Center teams during system outages, and other critical situations that require effective communications to user communities.

• Provides senior level technical support to others in resolution of complex issues.

• Writes emergency communications directed to executives and other affected users; coordinates technical teams and provides meaningful updates to management and leaders.

• Demonstrates exemplar communications skills when interacting with team members and end users.

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

• Strong familiarity with University IT Incident Management procedures; demonstrates excellent verbal and written communication skills.

• Provides input to project management functions associated with Service Desk, desktop and/or Data Center technical implementations and/or changes on the network.

• Recommends projects tasks and milestones; communicates with project team and manages progression of project implementation tasks as assigned.

• May be asked to participate with interviews of new Service Desk and/or Data Center team members.

• Participates in collaborative team initiatives across other technical teams.

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

Other duties as assigned

QUALIFICATIONS:

Required:

• Associate’s degree in related field and/ or equivalent Military/Trade School if appropriate for service area or function

• 3 -5 years of relevant experience, including previous Service desk experience

• or equivalent combination of education and experience

Preferred:

• Advanced level of PC and Windows expertise and understanding, particularly Microsoft Office suite of products and/or advanced level of expertise and understanding of eRecord=

• Intermediate understanding of LAN/WAN technologies

• Exceptional customer service skills, including outstanding oral and written communications and ability to diffuse difficult situations

• Advanced problem-solving techniques, including ability to troubleshoot without remote access to customer’s PC

• Demonstrated project management skills

• Mac operating system knowledge

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

Location: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 080 University IT/ECC
Schedule: 8 AM-5 PM