Data Center Services Technician I

Opening
Full Time 40 hours Grade 077 University IT / ECC
Schedule
8 AM-5 PM
Responsibilities
GENERAL PURPOSE:
The Data Center Services Engineer I provides first level Data Center systems and Service Desk phone support for faculty, staff, students and clinicians whose business functions rely primarily on computer-based technologies in a 24/7/365 environment. The Data Center Services Engineer I provides basic systems monitoring, desktop and application support. The Data Center Services Engineer I follows documented procedures when troubleshooting and resolving issues within the Enterprise Data Centers.
JOB DUTIES AND RESPONSIBILITIES:

• Resolves routine technical problems for customers received via Service Desk intake mechanisms, such as phone calls, service tickets, email, and chat.
• Reports urgent and emergency technical problems across the enterprise.
• Follows documented procedures to complete daily system health checks for assigned systems and assists with reporting.
• Monitors Primary and Second Data Center operations.
• Monitors peripheral equipment for hardware or processing issues using documentation instructions.
• Responds to alerts and queries and instructions generated by Data Center operations monitoring tools.
• Refers difficult problems to designated authority.
• Relays information to other technical support staff and users.
• Protects against unauthorized access to the Data Centers, equipment and materials.
• Participates in after-hours maintenance.
• Performs supplemental tasks such as cleaning of compute equipment.
• Shipping & receiving and stocking.
• Follows operational policies and procedures and provides input on potential modifications.
• Assists in meeting Data Center operational goals related to customer support.
• Keeps abreast of current IT technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
• Maintains working knowledge of common systems and technologies.
• Participates in team initiatives to learn about new technologies.

Other duties as assigned
QUALIFICATIONS:

• High School Education/GED or equivalent and/or Military/Trade School if appropriate for service area or function required.
• 1-2 years of relevant experience such as co-op/internship, service desk and/or Data Center operations experience or equivalent combination of education and experience preferred.

Technical Skills: Preferred

• Basic understanding of IT technologies, computers, printers and scanners, operating systems, Microsoft productivity suite.
• Ability to accurately describe a technical issue.
• Aptitude for learning hardware and software troubleshooting skills.

Business Skills: Required

• Customer service skills that demonstrate empathy and recognition of urgency.
• The ability to maintain composure with difficult users and situations.
• Open to different perspectives and flexible to change.
• Demonstrates the ability to follow direction and ask appropriate questions.
• Good verbal and written communication skills.
• Ability to manage and complete one's own work.

Other: Required

• Data Center Services are 24x7x365, including holidays. It is a requirement of the position that the Data Center Engineer I be flexible to work any and all shifts necessary to ensure coverage requirements, including on-call rotations.
• Clean driving record.

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: $ 16.49 - $ 23.08 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.