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Customer Tech Suppt Tech II

urmc.rochester.edu Logo

University of Rochester

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Location:
United States of America , Rochester

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Contract Type:
Employment contract

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Salary:

23.06 - 32.29 USD / Hour

Job Description:

Provides 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. Provides escalation support with medical offsite telecom issues. Assists with pager vendor in occasional deliveries, Functions as facilitator for ordering electronic equipment for the network engineering team. Performs billing/auditing for paging services.

Job Responsibility:

  • Manages the setup, configuration, maintenance and deployment of endpoint devices to supported user populations
  • Assists with developing strategy for support of endpoint devices
  • Responds to customer requests
  • Troubleshoots and resolves device-related OS, connectivity or application issues
  • Utilizes technical expertise to diagnose and resolve increasingly complex problems
  • Participates in project implementations
  • Maintains constant communication with team to ensure coverage of all calls
  • Assists with testing and deployment of new and replacement systems, printers and other peripherals
  • 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
  • Provides technical support for end-user computing devices
  • Acts as primary point of contact for end-users in resolving device-related issues
  • Provides escalation support with medical offsite telecom issues
  • Assists with pager vendor in occasional deliveries
  • Functions as facilitator for ordering electronic equipment for the network engineering team
  • Performs billing/auditing for paging services

Requirements:

  • High School diploma or equivalent required
  • 2 years of relevant experience required
  • 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

Nice to have:

  • Extensive knowledge of current operating systems for PCs preferred
  • Proficient in hardware break/fix and troubleshooting preferred
  • Knowledge of MACS, handhelds and other peripheral devices preferred

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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