Information Technology
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There are currently two high-demand IT positions: Customer Technology Support Technician and Service Desk Support Technician. You’ll learn more about both positions and how to apply on this page.
Customer Technology Support Technician
What does a Customer Technology Support do?
The Customer Technology Support Technician provides first-level technical support for end-user computing devices, including desktops, laptops, and mobile devices. They will troubleshoot and resolve customer device issues, either in-person or remotely, and assist with setup, configuration and maintenance of devices, escalating as needed. They will act as the primary point of contact for customers in resolving device-related operating system, connectivity, or application issues and assist with the setup, configuration, and maintenance of equipment and devices.
Minimum education and experience
High school diploma or equivalent and one year of relevant experience
Knowledge, skills, and abilities
Knowledge of current operating systems for PCs preferred. Proficiency in hardware break/fix and troubleshooting preferred. Knowledge of Mac computers, handhelds, and other devices preferred.
Days/hours
There is availability for flexible shifts to accommodate 24/7/365 coverage, including days, nights, and holidays.
Position location
This position is located throughout the University and Medical Center. The ability to travel between worksites is required.
Work environment
Business offices and clinical spaces
Pay range
Use the code URG 105 to find the pay range in the General and Clinical University pay ranges section of the University’s Compensation page.
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 benchmarking considerations.
Possible career pathway
An example of a pathway within this job family at the University of Rochester:
Customer Technology Support Technician I > Customer Technology Support Technician II > Customer Technology Support Technician III > Manager, Customer Technology Services
Service Desk Support Technician
What does a Service Desk Support Technician do?
The Service Desk Support Technician provides phone support to University and Medical Center employees. This support includes assistance with work-related computer systems and software applications. They assess, interpret, research, and resolve simple to complex technical problems, including questions about computer maintenance. Requests can be received via the Help Desk or other electronic methods, such as email requests. The Service Desk Support Technician performs routine software installations and upgrades. They participate in projects as needed and also support teams by troubleshooting customer issues while applying excellent customer service skills.
Minimum education and experience
High school diploma or equivalent and one year of relevant experience. Previous service desk or call center experience preferred. Comp TIA A+ Certification upon hire preferred.
Knowledge, skills, and abilities
Advanced PC and Windows expertise, particularly Microsoft Office suite, or advanced eRecord experience. Basic understanding of LAN/WAN technologies. Exceptional customer service skills, including outstanding oral and written communication and advanced problem-solving skills. Mac Operating Systems knowledge.
Days/hours
There is availability for flexible shifts to accommodate 24/7/365, including day, night, and holiday coverage.
Position locations
This position works throughout the University and Medical Center, including Corporate Woods. The ability to travel between worksites is required.
Work environment
Business offices
Pay range
Use the code URG 105 to find the pay range in the General and Clinical University pay ranges section of the University’s Compensation page.
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 benchmarking considerations.
Possible career pathway
An example of a pathway within this job family at the University of Rochester:
Service Desk Support Technician I > Service Desk Support Technician II > Service Desk Support Technician III > Analyst Programmer
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