University of Rochester · 6 days ago
Service Desk Support Tech III
Rochester, New York Metropolitan Area
Full-time
Onsite
Entry, Mid Level
$26.90/hr - $37.66/hr
2+ years expThe University of Rochester is committed to fostering an inclusive community and is seeking a Service Desk Support Tech III. This role involves providing high-level technical support, mentoring lower-level staff, and acting as a System Administrator for various tools and systems.
Health CareMedicalUniversities
Responsibilities
Supports the lower-level staff regarding troubleshooting and escalations
Resolves high-level troubleshooting and complex issues with servers, email, issues with NetID's in LDAP and desktop applications, hardware and operating systems
Works with supervisor to monitor and evaluate lower-level staff and brings forward any performance issues or concerns
Assists with reporting on agent and team metrics
May provide on-call support
Provides second level server systems administration and email administration triage for Windows, Mac, LINUX, and UNIX server issues
Accountable for support documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues
Acts as a System Administrator for various tools and systems
Acts as an escalation point for pre-defined requests that cannot be resolved at Level I or Level II Support and other IT support areas in the University
Resolves high-level technical problems for customers across IT areas that are received via Service Desk intake mechanisms, such as service tickets and email
May provide some oversight of lower-level personnel
Assists with mentoring and supporting agents during processing of incoming incidents and requests to ensure the highest level of customer service
Assists in allocation and assignment of resources as needed
May assist with recruiting efforts and providing feedback on performance of lower-level support
Provides technical response and support for service interruptions and maintenance activities
Reports urgent and emergency technical problems associated with the computer network, including on-site and off-site locations
Represents the Service Desk support areas for new services entering into the University
Ensures documentation, communication and/or training is completed for support before go-live date following the appropriate process(es)
Acts as facilitator and/or participant in meetings with other IT teams
Reviews tickets to determine appropriate transition of work between Service Desk team members
Identifies opportunities for process improvements
Keeps abreast of current desktop, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities
Maintains working knowledge of common systems and technologies
Other duties as assigned
Qualification
Required
High School diploma or equivalent and 2 years of customer service or other relevant experience required
Ability to travel between work sites required
Flexibility to work necessary shifts to accommodate 24/7 coverage, which may include nights, weekends and holidays required
Exceptional customer skills, including the ability to diffuse difficult situations required
Strong communication skills required
Ability to accurately describe a technical issue and interpret a user's description of the problem required
Preferred
Associate's degree preferred
1 year of experience in a leadership capacity preferred
Experience with advanced troubleshooting computer hardware and software issues for both Macintosh- and Intel-based computers preferred
Advanced experience supporting multiple technologies/hardware preferred
Intermediate understanding of LAN/WAN technologies preferred
Ability to troubleshoot hardware/software, network and network configuration (TCP/IP), including the ability to troubleshoot without remote access preferred
Network troubleshooting and network configuration troubleshooting skills preferred
CompTIA A+ Certification or Google IT certification upon hire 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