University of Rochester Advancement · 4 months ago
Customer Technology Specialist
211 Bailey Road
Full-time
Onsite
Mid Level
$26.90/hr - $37.66/hr
4+ years expThe University of Rochester is committed to fostering an inclusive community and is seeking a Customer Technology Specialist to provide technical support and consultation for their technology teams. This role involves high-level hardware and application support, project management during technology upgrades, and serving as a primary point of coordination for technology-related items.
Higher Education
Responsibilities
Serves as a technical resource for the Customer Technology teams and/or department
Provides high level hardware and application support, consultation, analysis, troubleshooting, design and operational support for all technology customers
Acts as an escalation point between enterprise technology teams and maintains expertise in current desktop and network technologies, as well as wide range of systems, applications and customized needs in support of all functions
Provides remote and hands-on support for clients with excellent customer service skills
Provides consulting and technology support for faculty and staff, including setup, configuration and technology management
Assists with application and hardware project management during upgrades, relocations and deployment of new technology solutions
Provides operational support in place of area manager, as needed
Provides subject-matter expertise in a broad range of technology services, from end-point security to remote access
Communicates with appropriate user base and employees, sets priorities, and manages progression of project implementation
Leads deployment and provides appropriate communication to key stakeholders, coordinating with other IT teams as needed
Participates in enterprise-wide projects and implementations as needed
Works with external technology vendors to deliver solutions that meet documented business needs
Serves as the primary point of coordination with internal and external parties for all technology-related items and some complex strategies, including but not limited to, lighting, AV support, audio, and presentation materials
Manages follow-up as appropriate
Serves as application owner for legacy applications
Responsible for troubleshooting, resolving issues, updates, and documentation. Works with customers, vendors, and IT teams as required
Delegates and supervises tasks as appropriate
Maintains documentation of all approved and implemented designs
Uses expert skills to assist in resolving complex technical problems
Researches and develops solutions to new or unknown issues
Analyzes business requirements and workflows to develop training programs and/or materials for end users, as needed
Identifies opportunities for improvement to provide users greater efficiency and technology independence
Develops training materials and/or identifies training resources
Provides or directs others in the delivery of hands-on training in one-on-one or workshop-based formats
Acts as an escalation point for IT teams and customers when needed
Provides technical support to employees and users related to complex maintenance and/or urgent IT problems
Tests and evaluates new technology's impact, including ease of adoption, training needs, security, financial risks, etc
Tests new or upgraded technology solutions to evaluate the impact on business operations
Reviews, configures, and documents new technology
Determines appropriate, cost-effective resolution and implements
Develops and distributes communications regarding technology changes in their environment
Keeps abreast of technology trends and technologies and maintains technical skillset
Keeps up to date on industry trends and the regulatory environment to anticipate upcoming or future business needs
Other duties as assigned
Qualification
Required
High School diploma or equivalent and 4 years of relevant experience required
Ability to travel between business sites required
Advanced level of PC and Windows expertise and understanding required
Proficiency in Mac computers and other iOS devices, handheld devices and other peripheral devices required
Advanced understanding of LAN/WAN technologies, including design, hardware and protocols required
Exceptional customer service and communication skills. Ability to diffuse difficult situations and maintain calm and professional required
Ability to work both independently and as part of a team, including the ability to lead a team required
Experience in conflict resolution and negotiation required
Ability to balance multiple priorities in a dynamic and fast-paced environment required
Logical thinker with advanced problem-solving abilities required
Preferred
Associate's degree preferred
Demonstrated project management abilities preferred
Company
University of Rochester Advancement
The University of Rochester, one of the nation’s top private research universities, has built a national caliber advancement program in support of the largest campaign in the University’s history.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase