University of Rochester
CustomerTechSupptTech
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Tech Suppt Tech at University of Rochester. Skills: Technical support, Device troubleshooting. Provide first level technical support. Troubleshoot and resolve end-user device issues”
Industry & Context.
Problem-solving skills; Troubleshooting
Ability to travel between work sites, Flexibility to work shifts, Nights, weekends and holidays
What They're Looking For.
Must Have
High School diploma or equivalent, 1 year of relevant experience
Nice to Have
Knowledge of current operating systems for PCs, Proficient in hardware break/fix and troubleshooting, Knowledge of Mac computers, handhelds and other peripheral devices
What You'll Do.
Provide first level technical support
Troubleshoot and resolve end-user device issues
configuration and maintenance of endpoint
Escalate issues as needed
Act as primary point of contact for end-users
Resolve device-related OS
connectivity or application issues
Diagnose and resolve problems related to client technologies
Proactively identify issues
Gather feedback and address issues
Participate in project implementations
Complete assigned tasks
Provide communication to project managers
Keep track of progress
Report back to project manager
Maintain constant communication with team
Ensure coverage of all calls
Ensure all sites are covered
Relocate to other sites to provide coverage
Assist with testing and deployment of new systems
Ensure customer satisfaction
Conduct 1:1 training with customers
Keep abreast of current desktop and LAN technologies
Maintain working knowledge of applications and technologies
How You'll Work.
Team & Collaboration
Maintain constant communication with team; Provide communication to project managers
Full Job Description
As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. _**Job Location (Full Address):**_ 30 Corporate Woods, Brighton, New York, United States of America, 14623 _**Opening:**_ Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 900084 ISD Customer Service Business Work Shift: UR - Day (United States of America) Range: UR URG 105 H Compensation Range: $19.96 - $27.94 _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._ _**Responsibilities:**_ Provides first level technical support for end-user computing devices, including desktops, laptops and mobile devices. Troubleshoots and resolves end-user device issues, either in-person or remotely, and assists with setup, configuration and maintenance of endpoint devices, escalating as needed. Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues. Assists with setup, configuration and maintenance of endpoint devices. **ESSENTIAL FUNCTIONS** * Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels. Troubleshoots and resolves device-related OS, connectivity or application issues. * Assists with setup, configuration, and maintenance of endpoint devices. * Utilizes technical expertise to diagnose and resolve problems related t
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