University of Rochester · 6 days ago
Customer Technology Support Tech III
Rochester, New York Metropolitan Area
Full-time
Onsite
Mid Level
$24.91/hr - $34.87/hr
3+ years expThe University of Rochester is dedicated to a culture of equity and integrity, and they are seeking a Customer Technology Support Tech III to provide high-end technical support and project coordination for technology users. The role involves troubleshooting complex IT problems, leading technical projects, and ensuring effective communication with users and technical staff.
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Responsibilities
Provides consultation, analysis, troubleshooting, design, implementation, training and operational support for University of Rochester technology users
Maintains expertise in current desktop and network technologies, as well as wide range of systems, applications and customized needs in support of all functions
Provides remote and hands-on support
Assesses, interprets and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies
Assists with application and hardware project management during upgrades and relocations
Leads and reviews the work of lower level technicians
Provides high-end level technical support related to complex maintenance and/or urgent IT problems which require expert knowledge of nonstandard procedures for all systems
Serves as a project coordinator
Assists with application and hardware project management during upgrades and relocations
Under general guidance, develops project timelines and milestones, communicates with appropriate user base, sets priorities, and manages progression of project implementation
Provides appropriate communication to other technical and application support staff
Develops and maintains appropriate documentation
Participates in enterprise-wide projects and implementations as needed
Assesses, interprets, and analyzes customer technical problems received via Service Desk services, directly from customer interaction or other methodologies
Diagnoses and resolves problems related to client technologies
Provides second and third level technical response to maintenance, urgent and emergency technical and application problems at on- and off-site locations
Leads complex technical projects and strategies
Researches, prepares specifications, and/or data and makes recommendations
Leads and reviews the work of lower level technicians
Uses skills to assist in resolution of complex technical problems
Researches and develops solutions to new or unknown issues
Configures, installs, repairs, and troubleshoots technology
Determines and implements appropriate, cost effective resolutions
Consults with customers to understand business issue and synthesizes appropriate solutions
Resolves complex or delicate situations directly or with IT leadership if necessary
Exhibits total systems knowledge
Escalates tickets to original developers for in-depth analysis in extreme instances
Serves as application expert for departmental applications and troubleshooting and resolving issues
Works with customers and vendors as required
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
Qualification
Required
High School diploma or equivalent and 3 years of relevant experience 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
Advanced level of PC and Windows expertise and understanding required
Proficiency in Mac computers and other iOS devices, handheld devices and other peripheral devices required
Exceptional customer service skills required
Strong communication skills required
Logical thinker with good problem-solving skills required
Preferred
Associate's degree in related field preferred
Basic understanding of LAN/WAN technologies, including design, hardware, and protocols preferred
Demonstrated project management abilities preferred
Company
University of Rochester
The University of Rochester is a private research university located in Rochester, New York.
10001+ employees
H1B Sponsorship
University of Rochester has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (126)
2023 (130)
2022 (106)
2021 (100)
2020 (92)
Funding
Current Stage
Late StageTotal Funding
$20.43MKey Investors
National Science FoundationUnitedHealthcareSociety to Improve Diagnosis in Medicine
2023-09-25Grant· $18M
2023-07-26Grant· $0.07M
2022-09-20Grant· $0.05M
Leadership Team
David Linehan
Chief Executive Officer
Recent News
2025-12-04
Company data provided by crunchbase