Customer Support Technology Specialist I, EMS

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.

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The 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:

ESSENTIAL FUNCTIONS

Help Desk Ticketing System and Desk-top Support level 3:

• Manage the AAA – Authentication, Authorization & Access for all networks, drives & systems
• Organize and lead investigations into faculty and staff software-related requests, including support for operating systems (Mac OS, Mobile devices, Microsoft Windows OS), Internet applications (Chrome, Firefox, Safari, MS Edge , and Outlook), office productivity applications (MS Office), media applications (Notation Software, Zoom, and Windows Adobe products) and other applications as necessary and appropriate.
• Manage functional network connectivity, backup software, licensing activation and printing needs.
• Restores data from back-ups to maintain operational efficiency.
• Assign appropriate permissions to access department resources. Support interaction by means of in-person, Zoom, phone and Remote tools that best reflect efficiency and flexibility to the Eastman Community.

Hardware Life-cycle management & Customized support for users

• Manage hardware refreshes each year to maintain an effective and reliable computer system, currently a 5-year refresh cycle, with a rolling fleet of approximately 450 computers. Engage in best-practices using migration tools for reliable transfer of users data to new hardware.
• Initiate and manage IT projects at the Eastman School of Music, including system migrations, integration with University IT services, and publishing workflow and training documentation for Computing Services and the Eastman Community.
• Attend T&MP, ECS and Univ. IT ARC meetings, bi-weekly or monthly.

Hardware & Technical Recommendations

• Organize and lead investigations into faculty and staff hardware-related problems, including support for computers, monitors, printers, input devices, mobile devices and other hardware as necessary and appropriate.

Operating Systems upgrades

• Manage the implementation of new computers, both Mac and Windows operating systems, using their associated managment tools and software applications within UR IT standards and systems. Including Jamf, SCCM, Active Directory, Infoblox, cloud base backup software Crashplan (Code42).

Specific Business/Individual needs

• Collaborate & recommends and finds solutions for departments &  users based on business requirements
• Research, develop, design, test, and implement new computer, software and peripheral resources based on user business requirements.
• Recommend strategies for smart classroom, lab and library IT solutions in collaboration with the Educational Technology Coordinator.
• Inform and support new initiatives for all interactive and distance learning initiatives.

Compliance, Security & Quality Control

• Liaise with Univ. IT to ensure Eastman has a robust and secure network infrastructure in order to protect computer systems from hackers, viruses, and malware.
• Manage the confidentiality, integrity, and availability of Eastman computer systems and data by researching and implementing firewalls, antivirus, and antivirus software.
• Maintain appropriate and consistent practices with regarding to security, authentication, and other policy matters.

Training

• Provides training for Eastman team members on an individual or group basis on operating systems, administrative, creative, and teaching applications, which includes written tutorials in UR System Confluence and ticket system. Provide links for tutorials and/or individual instruction.

On-going Required Professional Development

• Keep abreast of trends and technology through Internet research, magazines, and conferences for desktop and mobile computing environments  to promote and recommend appropriate academic/administrative computing strategies.

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• High School Diploma required
• Bachelor's degree in related discipline or an equivalent combination of education and experience or certification preferred.
• 4 years of relevant experience consulting with academic and administrative clients in a desktop computing environment required
• Or equivalent combination of education and experience
• Experience with hardware/software deployment tools (Deployment Workbench / Munki, AutoPKG, DeployStudio).
• Experience with TCP/IP networking.
• Experience in writing technical and training documentation.
• Excellent listening, understanding, explaining, and relationship building, skills.
• Able to work equally effectively as part of a team, with clients, and independently.

KNOWLEDGE, SKILLS AND ABILITIES

• Experience with MS Windows Server management and Active Directory.
• Supporting phone and tablet devices (iOS, Android, Windows Mobile).
• Familiar with Linux and shell-scripting.
• Training users on a one-to-one or class setting.
• Source-code control systems preferred.
• Helpdesk service-tracking software.
• Various Music applications, such as Sibelius, Finale, or Audacity.
• Knowledge of complex IT infrastructure & networking systems to understand how each communicates with other – all seven OSI models

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.