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University of Rochester Logo University of Rochester · IT - Administration

Customer Technology Support Tech II

United States of America, Rochester 23.06 - 32.29 USD / Hour · Job Posted February 20, 2026
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Job Description

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 Responsibility

  • 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
  • Manages the setup, configuration, maintenance, and deployment of endpoint devices to supported user populations
  • Assists with developing strategy for support of endpoint devices, including renewal/replacement recommendations and the use of technologies, such as remote troubleshooting tools, virtual desktop technologies, etc.
  • Responds to customer requests, received either via the Service Desk or directly from end-users, based on urgency and established service levels
  • Troubleshoots and resolves device-related OS, connectivity or application issues
  • 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

Requirements

  • 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
  • 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

Nice to have

  • 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
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