Sr. Customer Technology Spec
University of Rochester
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Job Location (Full Address):
220 Hutchison Rd, Rochester, New York, United States of America, 14627Opening:
Worker Subtype:
RegularTime Type:
Full timeScheduled Weekly Hours:
40Department:
100089 University IT / C&DSWork Shift:
UR - Day (United States of America)Range:
UR URG 112Compensation Range:
$70,197.00 - $105,295.00The 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:
GENERAL PURPOSEProvides high level hardware and application support, consultation, analysis, troubleshooting, design and operational support for all technology customers. Acts as an escalation point between the department and IT. 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 hands-on support for clients with excellent customer service skills. Leads applications and hardware project management during upgrades, relocations and deployment of new technology solutions. Delegates and oversees tasks. Researches and develops solutions to new or unknown issues. Provides direction and supervision for technical support.
ESSENTIAL FUNCTIONS
- Leads technology support for faculty and staff, including setup, configuration and technology management. Acts as a resources in a broad range of technology services, including but not limited to: managing servers, builds, and application loads, and addressing vulnerabilities Acts as an owner for applications and Legacy Apps/Software as a Service (SAAS), as needed.
- Leads application and hardware project management during upgrades, relocations and deployment of new technology solutions. 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 IT teams as needed.
- Works with IT to deliver solutions that meet documented business needs. Serves as the primary point of coordination for technology-related items. Manages follow-up as appropriate.
- Serves as application owner for applications. Responsible for troubleshooting, resolving issues, updates and documentation. Works with customers, vendors and IT teams as required.
- Delegates and oversees tasks. Maintains documentation of all approved and implemented designs. Uses skills to resolve 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 that will 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. Presents changes to enterprise for change enablement awareness.
- Acts as an escalation point 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. 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.
MINIMUM EDUCATION & EXPERIENCE
- High School diploma or equivalent and 7 years of relevant experience required
- Associate's degree preferred
- Or equivalent combination of education and experience
KNOWLEDGE, SKILLS AND ABILITIES
- Advanced level of PC and Windows expertise and understanding required
- Proficiency in MACs 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 required
- Ability to balance multiple priorities in a dynamic and fast-paced environment required
- Logical thinker with advanced problem-solving abilities required
- Demonstrated project management abilities 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.
This job is no longer accepting applications
See open jobs at University of Rochester.See open jobs similar to "Sr. Customer Technology Spec" AnitaB.org.