University of Rochester · 6 days ago
Customer Technology Support Tech II
Rochester, New York Metropolitan Area
Full-time
Onsite
Entry, Mid Level
$23.06/hr - $32.29/hr
2+ years expThe University of Rochester is committed to fostering an inclusive and welcoming culture. They are seeking a Customer Technology Support Tech II to provide first and second level technical support for end-user computing devices, troubleshoot issues, and assist with the setup and maintenance of endpoint devices.
Health CareMedicalUniversities
Responsibilities
Provides first and second 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
Acts as primary point of contact for end-users in resolving device-related OS, connectivity or application issues
Manages the setup, configuration, maintenance and deployment of endpoint devices
Assists with developing strategy for support of endpoint devices
Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels
Utilizes technical expertise to diagnose and resolve increasingly complex problems related to client technologies
Proactively identifies issues that can be handled before a ticket is submitted
Gathers feedback and addresses or brings to management
Participates in project implementations by completing assigned tasks, providing appropriate communication to project managers, and keeping track of progress, reporting back to project manager
Maintains constant communication with team to ensure coverage of all calls
Ensures all sites are covered and if necessary, relocates to other sites to provide coverage
Assists with testing and deployment of new and replacement systems, printers, and other peripherals, ensuring customer satisfaction, accuracy, timeliness, and priority are all met
Conducts 1:1 training with customers on the use of hardware and applications as needed
Mentors and trains new employees
Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches, and formal seminar opportunities
Maintains working knowledge of wide range of applications and technologies
Other duties as assigned
Qualification
Required
High School diploma or equivalent and 2 years of relevant experience required
Or equivalent combination of education and experience
Ability to travel between work sites required
Flexibility to work shifts necessary to accommodate 24/7/365 coverage, which may include nights, weekends and holidays required
Exceptional customer service skills required
Strong communication skills required
Logical thinker with good problem-solving skills required
Preferred
Extensive knowledge of current operating systems for PCs preferred
Proficient in hardware break/fix and troubleshooting preferred
Knowledge of Mac computers, handhelds and other peripheral devices 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