Software Support Analyst

Rochester, NY


Under the general direction of CLSS Technical Manager and with latitude for independent judgment and initiative, provides the primary technical support for the hardware and software used within Pathology. Provides education and direction to Pathology’s user community and to system vendors and other partnered IT groups on the proper use and maintenance of systems under end user control. Provides solutions for users day-to-day systems needs. Works collaboratively with Pathology faculty, management, and staff, and with other enterprise Information Technology groups, particularly URMC’s Information Systems Division (ISD), and with strategic partners and vendors. Fosters and promotes all URMC and division efforts to improve service quality and delivery.


Reports to the CLSS Technical Manager, with general direction and guidance from the CLSS Systems Project Manager.




Uses a variety of basic and advanced business/technical programs/applications to perform responsibilities involving systems administration, monitoring and data management and analysis. Includes IT assets supporting major URMC mission-critical systems and their supporting servers and peripherals, personal user hardware, systems and software, and a wide variety of clinical, business, education, and research software and systems.


  1. Receives and triages Help Desk calls and all other inquiries/end user problems, in conformation to CLSS service level standards and expectations. (20%)

  2. Analyzes reported problems or concerns and, applying knowledge of system-specific configurations and with an understanding of end user needs and system use patterns, resolves desktop, LIS device, or infrastructure problems/concerns or refers the issue to other CLSS staff, ISD, University IT, other partnered technical groups, vendors or other third parties. (20%)

  3. Provides consultative services to faculty and staff on desktop and IT infrastructure inquiries and suggests and delivers appropriate solutions. (15%)

  4. Continually assesses processes and procedures and makes suggestions on ways to improve quality, reduce costs, and gain efficiencies. (15%)

  5. Acts as project lead for hardware and software installation and integration components of CLSS projects and may manage specific projects central to the General Systems Support role and responsibilities. (10%)

  6. Documents all new processes and procedures within the scope of responsibility and keeps all documentation current and accessible. (10%)

  7. Provides ad hoc and periodic inservice education and training on proper systems use to internal and external staff. (5%)

  8. Escalates unresolved issues according to prescribed standards, as needed based of the severity of the problem, or as requested by users. (5%)

  9. Performs other responsibilities and projects as assigned.


  1. Models leadership skills of professionalism, positive attitude, team building, effective and thoughtful judgment, and respect.

  2. Demonstrates effective and professional written and oral communication skills.

  3. Demonstrates knowledge and understanding of health care operations.

  4. Understands the functions and roles of the division’s clinical, research, and education missions.

  5. Understands desktop computer hardware and operating system’s design and functionality.

  6. Understands and has experience with LIS system design, function, and use.

  7. Understands and has facility with information system design, including desktop and enterprise application.

  8. Rotates off-hour call duties with other CLSS staff.


  1. Adheres to all departmental and organizational policies and procedures.

  2. Demonstrates all aspects of ICARE values.


Bachelor's degree in related discipline such as Computer Science or Mathematics, and 2-3 years of related experience; or an equivalent combination of education and experience. Information system support experience, especially in a health care field is preferred.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 49,500 - $ 69,300 Annually

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: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 053