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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):

Remote Work - New York, Albany, New York, United States of America, 12224

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 106 H

Compensation Range:

$21.36 - $29.90

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 PURPOSE:

The Data Center Services Technician III provides first and second level support for the Data Center systems and Service Desk 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 is responsible for troubleshooting and resolving issues with hardware, applications, operating systems, voice and network services, and monitoring and escalations across the enterprise. The Data Center Technician II works with other Platform Engineers to provide second level server and end user support.

ESSENTIAL FUNCTIONS

• Demonstrates high level troubleshooting and resolution skills for technical issues related to computing hardware, operating systems, application software, servers, email, networking, voice, backup utilities and Security and Policy incidents.

• Performs high level analysis and reasoning with attention to detail.

• Provides high level technical support of IT systems across the enterprise

• Interprets data being presented/reported to discover the appropriate solution/approach.

• Is accountable for documentation of systems, procedures, diagnostic processes and methods used to determine root cause of technical issues.

• Ensures proactive monitoring is continuous, and daily system health checks occur.

• Monitors Primary and Second Data Center operations.

• Updates technical documentation supporting both the Data Center environment and enterprise systems.

• Demonstrates an ability to assess information from records and logs to analyze trends.

• Participates in Data Center related projects and task assignments.

• identifies security threats utilizing various threat detection systems and reports and initiates containment protocols and escalations

• Provides second level windows systems administration for server environments.

• Assists with technical responses and communications support for more advanced service requests, including service interruptions, maintenance activities, as well as urgent and emergency technical problems across the enterprise that requires effective communications.

• Participates in after-hours maintenances.

• May participate with interviews of potential new team members.

• Participates in collaborative team initiatives across other technical teams.

• Keeps abreast of current IT technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities

Other duties as assigned

QUALIFICATIONS:

• Associate’s degree in related field and/or equivalent Military/Trade School and/or equivalent work experience preferred.

• 35 years of relevant experience in a Data Center environment, Operations Centers/NOC, Service Desk or an equivalent combination of education and experience required.

Required Technical Skills:

• Ability to accurately describe a technical issue.

• Advanced problem-solving techniques, including ability to troubleshoot with or without remote access.

• Advanced knowledge of IT technologies, computer hardware and mobile platforms, Microsoft Office suite of products, Apple OS/IOS and Android OS.

• Clear understanding of voice and network physical and logical topologies.

• Clear understanding of monitoring tools.

Required Business Skills:

• Exceptional customer service skills that demonstrate empathy and recognition of urgency.

• The ability to maintain composure with difficult users and situations.

• Open to different perspectives and flexible to change.

• Demonstrates the ability to follow direction and ask appropriate questions.

• Outstanding verbal and written communication skills.

• Ability to manage and complete one’s own work.

Other:

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

• Clean driving record.

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we commit to diversity, equity, and inclusion and united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.