University of Rochester

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 Location (Full Address):

300 Science Pkwy, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

100084 University IT / ECC

Work Shift:

UR - Day (United States of America)

Range:

UR URG 103 H

Compensation Range:

$17.43 - $24.40

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:

GENERAL SUMMARY

The Data Center Services Technician II provides first level Data Center systems and Service Desk phone support for faculty, staff, students and clinicians whose business functions rely primarily on computer-based technologies in a 24/7/365 environment. The Data Center Services Technician II provides basic systems monitoring, desktop and application support. The Data Center Services Technician II follows documented procedures when troubleshooting and resolving issues within the Enterprise Data Centers.

ESSENTIAL FUNCTIONS

• Resolves routine technical problems for customers received via Service Desk intake mechanisms, such as phone calls, service tickets, email, and chat.
• Reports urgent and emergency technical problems across the enterprise.
• Follows documented procedures to complete daily system health checks for assigned systems and assists with reporting.
• Monitors Primary and Second Data Center operations.
• Monitors peripheral equipment for hardware or processing issues using documentation instructions.
• Responds to alerts and queries and instructions generated by Data Center operations monitoring tools.
• Refers difficult problems to designated authority.
• Relays information to other technical support staff and users.
• Protects against unauthorized access to the Data Centers, equipment and materials.
• Participates in after-hours maintenance.
• Performs supplemental tasks such as cleaning of compute equipment.
• Shipping & receiving and stocking.
• Follows operational policies and procedures and provides input on potential modifications.
• Assists in meeting Data Center operational goals related to customer support.
• Keeps abreast of current IT technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.
• Maintains working knowledge of common systems and technologies.
• Participates in team initiatives to learn about new technologies.

Other duties as assigned

QUALIFICATIONS

• High School Education/GED or equivalent and/or Military/Trade School if appropriate for service area or function required.
• 1~2 years of relevant experience such as co-op/internship, service desk and/or Data Center operations experience or equivalent combination of education and experience preferred.

Technical Skills:

• Basic understanding of IT technologies, computers, printers and scanners, operating systems, Microsoft productivity suite preferred.
• Ability to accurately describe technical issues preferred.
• Aptitude for learning hardware and software troubleshooting skills preferred.

Business Skills:

• Customer service skills that demonstrate empathy and recognition of urgency required.
• The ability to maintain composure with difficult users and situations required.
• Open to different perspectives and flexible to change required.
• Demonstrates the ability to follow direction and ask appropriate questions required.
• Good verbal and written communication skills required.
• Ability to manage and complete one’s own work required.

Other:

• Data Center Services are 24x7x365, including holidays. It is a requirement of the position that the Data Center Engineer I be flexible to work any and all shifts necessary to ensure coverage requirements, including on-call rotations required.
• Clean driving record required.

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.