Desktop Support Specialist Ii

Opening
Full Time 40 hours Grade 079 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 expertise in current desktop and network technologies as well as an understanding of hospital-wide applications.
RESPONSIBILITIES:

• Assess, interpret and analyze customer technical problems received via Help Desk services, directly from customer interaction, or other methodologies
• Utilize strong technical expertise to diagnose and resolve problems related to client technologies without the intervention of more senior techs or management
• Provide first and second level technical response for urgent and routine technical and application problems at on and off-site locations. Demonstrate appropriate level of productivity, and ability to handle variety of workloads as they arise
• Participate in project implementations by completing assigned tasks
• As a project team member, work toward meeting project time lines and milestones. Provides appropriate communication to project managers.
• Develop and maintains appropriate documentation
• Ability to handle additional project work while without impacting productivity to standard calls essential.
• 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 and interpret into an IT solution
• Conducts 1:1 training with customers or with more Jr. based desktop members, as needed, on the use of hardware and applications
• 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
• 3-4 years' experience in related field required; or equivalent combination of education and experience required
• Ability to maintain confidentiality of information required
• Extensive knowledge of the Windows operating systems required
• Expert 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
• Strong problem-solving abilities required
• 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: $ 20.38 - $ 28.56 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.