University of Rochester · 2 months ago
Service Desk Support Tech II
Rochester, New York Metropolitan Area
Full-time
Hybrid
Entry, Mid Level
$21/hr - $29/hr
2+ years expThe University of Rochester is a community committed to values such as equity and integrity. They are seeking a Service Desk Support Tech II to provide advanced troubleshooting and support for technical issues, assist with training new team members, and manage project timelines and documentation.
Health CareMedicalUniversities
Responsibilities
Provides phone, remote, and chat support for a large customer base whose business functions rely primarily on computer-based technologies in a 24x7 environment
Provides advanced troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption, and remote access the first-level team members are unable to resolve
Provides technical expertise in meeting customer satisfaction and meeting enterprise strategic goals
Uses independent judgment in decision-making when faced with unique customer situations
Assists with onboarding process and training of new Service Desk team members and provides team mentoring on an on-going basis
Assists with coordinating and implementing technical strategies related to patient care, research, administration, and academia
Acts as software/beta tester for new implementations and provides customer experience feedback
Acts as subject matter expert for applications/services
Performs routine software installations and upgrades using remote software tools
Manages informational updates related to system outages requiring interaction with other technical groups or vendors
Assists with the development and maintenance of technical documentation
Provides project management support
Develops project timelines and milestones, communicates with appropriate user base, sets priorities, and manages progression of project implementation tasks as assigned
Keeps abreast of current desktop, network, and LAN technologies through continuing education, journal review, web searches, on-the-job training, and formal seminar opportunities
Other duties as assigned
Qualification
Required
High School diploma or equivalent and 2 years of customer service or other relevant experience required
Ability to travel between work sites required
Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required
Exceptional customer skills, including the ability to diffuse difficult situations required
Strong communication skills required
Excellent problem-solving abilities required
Preferred
Previous service desk or call center experience preferred
Experience with advanced troubleshooting computer hardware and software issues for both Macintosh- and Intel-based computers preferred
Advanced experience supporting multiple technologies/hardware preferred
Experience working with eRecord preferred
PC and Windows knowledge, particularly Microsoft Office suite preferred
Intermediate understanding of LAN/WAN technologies preferred
Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access preferred
Demonstrated project management skills preferred
CompTIA A+ Certification or Google IT certification upon hire preferred
Company
University of Rochester
The University of Rochester is a private research university located in Rochester, New York.
10001+ employees
H1B Sponsorship
University of Rochester has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (126)
2023 (130)
2022 (106)
2021 (100)
2020 (92)
Funding
Current Stage
Late StageTotal Funding
$20.43MKey Investors
National Science FoundationUnitedHealthcareSociety to Improve Diagnosis in Medicine
2023-09-25Grant· $18M
2023-07-26Grant· $0.07M
2022-09-20Grant· $0.05M
Leadership Team
David Linehan
Chief Executive Officer
Recent News
2025-12-04
Company data provided by crunchbase