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):

1000 Elmwood Ave, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

100110 University IT / CTS

Work Shift:

UR - Day (United States of America)

Range:

UR URG 108 H

Compensation Range:

$24.91 - $34.87

Responsibilities:

Provides oversight of technical services that ensure stable and continuous service for faculty, staff, students and clinicians whose business functions rely on low-voltage or wireless services in a 24x7 environment. Maintains expertise in current telephony and network technologies, as well as an understanding of how those services support administrative, academic and clinical operations across the enterprise. Manages cabling systems, switch rooms/ CER's, test equipment/tools/vans and oversees contractors, vendors and other technicians. Provides technical response and communications support for service interruptions and maintenance activities, including urgent and emergency technical problems associated with the computer network. Leads and mentors others, including scheduling, prioritizing work and scope management.

ESSENTIAL FUNCTIONS

• Provides technical response and communications support for service interruptions and maintenance activities, including urgent and emergency technical problems associated with the computer network. Manages and documents daily service generated trouble tickets. Documents trouble ticket responses to provide training materials for others in the department. Handles high visibility situations and critical customers using effective negotiating and exemplary customer service skills.
• Performs voice and network installation work, including complex service requests such as physical installations, rearrangements or removals of telephony, data and LAN equipment using a variety of hand tools and sensors. Implements, inspects and supports the University’s cable and equipment installation requirements and documentation standards. Maintains working knowledge of wide range of systems and technologies.
• Completes billing information and coordinates with peers to manage inventory levels. Maintains cable plant documentation. Follows identification standards for cable connections including CER line card documentation.
• Works collaboratively as a lead technician and responds proactively to Engineering and Project Manager site-specific instructions. Leads and mentors the work of others, including contractors, and creates simple work site schedules requiring time management, work prioritization and work scope management. Manages vendors in switch rooms, both at the University and at offsite locations. Uses independent judgment in decision making when faced with unique customer situations. Trains new team members and provides team mentoring.
• Rotates through positions that provide triage, project leadership, warehouse management, critical team support and on-call responsibilities. Completes overtime and after hours system upgrades, emergencies and customer requests as required.
• Provides direction and mentoring to junior-level technicians. Demonstrates skill sets by hands-on training. Provides escalated level of communication to various groups within University IT including Engineering, Project Managers, Designers, and Triage.
• Plans efficient daily delivery schedules for products and recyclables. Completes deliveries and pick-ups as required following established security practices. Responds to warehouse scheduling anomalies caused by peak work demands or unexpected staff shortages.
• Keeps abreast of current telephony, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma or equivalent and 4 years of practical experience in the building and/or maintenance of electronic instruments, apparatus and/or equipment required
• Associate's degree in a related field preferred
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• Safe use of hand tools and test equipment required
• Ability to work in confined spaces, such as closets, ceilings, crawl spaces, pipe chases and mechanical rooms required
• Exceptional customer service skills, including outstanding verbal and written communication skills required
• Ability to diffuse difficult situations preferred
• Advanced problem solving techniques, including ability to troubleshoot telephony and network issues remotely preferred
• Demonstrated project management skills preferred

LICENSES AND CERTIFICATIONS

• Valid New York State drivers license required
• MA4000 upon hire preferred
• ACD=MAT upon hire 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.