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):

300 Science Pkwy, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

100084 University IT / ECC

Work Shift:

UR - Day (United States of America)

Range:

UR URG 103 H

Compensation Range:

$18.00 - $25.14

Responsibilities:

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. Provides basic systems monitoring, desktop and application support and follows documented procedures when troubleshooting and resolving issues within the Enterprise Data Centers. Data Center Services are 24x7x365, including holidays. Remains flexible to work any and all shifts necessary to ensure coverage requirements, including on-call rotations.

ESSENTIAL FUNCTIONS

• Resolves routine technical problems for issues 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, as well as peripheral equipment for hardware or processing issues using documentation instructions. Responds to alerts and queries, following 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. Assists with shipping, receiving, and stocking of equipment.
• 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.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma or equivalent and 1 year of relevant experience required
• Or equivalent combination of education and experience
Previous service desk and/or Data Center operations experience preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Basic understanding of IT technologies, computers, printers and scanners, operating systems and Microsoft productivity suite required
• Customer service skills, demonstrating empathy and recognition of urgency required
• Ability to maintain composure with difficult users and situations required
• Open minded and flexible required
• Demonstrates the ability to follow direction and ask appropriate questions required
• Good verbal and written communication skills required
• Ability to manage and complete one’s own work required
• Ability to accurately describe technical issues preferred
Aptitude for learning hardware and software troubleshooting skills preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.