Opening
Full Time 40 hours Range URG 111 ISD Customer Service Business
Schedule
8 AM-5 PM
Responsibilities
GENERAL PURPOSE:
Provides project management, data gathering, analysis, guidance, tracking, budget reconciliation, ordering and overall support to the customer technology team. Oversees all unit project work and aligns resources as needed. Works with customer to evaluate needs, transform into an IT solution and implement. Responsible for orders and overall status of equipment. Monitors maintenance programs of techs and follows up as needed. May provide on-call support.
RESPONSIBILITIES:
- Provides direction and supervision for technical support staff to ensure quick response to problems and quality services. Allocates and assigns personnel and technical resources to meet departmental and organizational needs. Recruits, schedules and evaluates personnel.
- Serves as a project manager. Aligns with the Project Management office and customers to understand business requirements and interpret into an IT solution. Assists with quotes and completing requisitions around these consultations as needed.
- Coordinates IT support efforts with other departmental groups to provide consistent support types and response, as well as maximize the total IT resources.
- Develops, oversees and participates in unit maintenance as appropriate. Keeps hardware on units up to date and functional.
- Oversees unit peripheral inventory. Orders replacements and allocates to respective budgets, providing reports to departmental finance personnel regularly. Ensures inventory remains stocked at appropriate levels. Monitors exchanges of equipment between locations. Manages the RMA process for equipment with various vendors.
- Trains customer technology team on more advanced technical tasks. Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.
- Runs reports to provide management with data as needed for red teams, crisis, workload considerations and patterns.
- Develops, organizes and maintains documentation for reference.
- Utilizes knowledge of hardware and software to resolve first level issues, received through the customer directly or through the Service Desk.
- Monitors BCA issues, compiles lists and resolves or assigns to staff to resolve as appropriate.
Other duties as assigned.
QUALIFICATIONS:
- High School Diploma or equivalent required
- Associates Degree in related field preferred
- 5 years of related experience required
- or equivalent combination of education and experience required
- 1-year experience in a leadership or supervisory capacity
- Strong communication skills with the ability to create clear, concise and prompt communications, remain patient and calm and manage customer expectations required
- Exceptional customer service skills and ability to respond appropriately to environment and audience. Ability to diffuse difficult situations required
- Strong follow-through skills with ability to manage multiple initiatives simultaneously required
- Ability to contribute both individually and provide technical leadership as part of a team required
- Ability to interact with all levels of staff, as appropriate, to communicate and process communications from others on technical change required
- Strong problem-solving skills required
- Ability to travel between work sites required
- Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays required
- Knowledge of project management principles and ability to handle competing priorities preferred
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the Universitys 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled
Pay Range
Pay Range: $63,815 - $92,723 Annually
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the jobs 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.