Desktop Support Specialist I

Opening
Full Time 40 hours Grade 077 ISD Customer Service Business
Schedule
8 AM-5 PM
Responsibilities
GENERAL PURPOSE:
Provides analysis, troubleshooting, implementation and first and second level operational support for University of Rochester Medical Center. Provides hands on support with excellent customer service skills. Provides support of the inpatient units and ED for 24/7/365 schedule coverage. Provides excellent service by quickly and accurately determining IT issues and resolving. Understands criticality and sensitivity of Hospital operations.
RESPONSIBILITIES:

• Assess, interpret and analyze customer technical problems received via Help Desk services, directly from customer interaction, or other methodologies
• Utilize technical expertise to diagnose and resolve problems related to client technologies mostly on the Inpatient units and ED
• Swaps out what cannot be repaired immediately
• Provide first and second level technical response for urgent and routine technical and application problems
• Demonstrate appropriate level of productivity, and ability to handle variety of workloads as they arise
• Keeps in constant communication with other techs to ensure coverage of all calls
• Ensure all sites are covered and if necessary relocates to other site to provide coverage there, keeping greatest business priority in site
• Participate in project implementations by completing assigned tasks
• Provides appropriate communication to project managers
• Keeps track of progress and reports back to PM.
• Ability to handle additional project work while without impacting productivity to standard calls essential
• Rounds units to proactively look for issues that can be handled before a ticket is called in. Talks to units for feedback and either addresses or brings to management
• Deploys new and replacement systems, printers, and other peripherals. Ensuring customer satisfaction, accuracy, timelines, and priority are all met
• Works with customers to understand the business requirements. Works with senior techs or management if outside standard to generate solution
• Conducts 1:1 training with customers as needed, on the use of hardware and applications. Trains new inpatient techs as they start
• Attends URMC Desktop and other ISD meetings on regular basic and contributes usable suggestions and retains information presented by others
• Keep abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities. Maintain working knowledge of wide range of Medical Center applications and technologies

Other duties as assigned
QUALIFICATIONS:

• Associate's degree in related discipline required
• 1-2 years' experience in related field required;
• or equivalent combination of education and experience required
• Ability to maintain confidentiality of information required
• Knowledge of the Windows operating systems preferred
• Proficient in hardware break/fix and troubleshooting preferred
• Knowledge of MACS, handhelds, and other peripheral devices preferred
• Exceptional customer service skills, including outstanding oral and written communications required preferred
• Strong problem-solving abilities preferred
• Flexibility to work necessary shifts to accommodate 24/7/365 coverage requirements, including nights, weekends and holidays. Schedule to change as deemed necessary by management required.
• A clean driving record and reliable transportation is required for business travel between sites as required by incoming calls or management needs 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: $18.89 - $26.44
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.