Under general direction and with latitude for independent judgment, accountability and initiative, the Desktop Support Professional is responsible for troubleshooting, triaging, and resolving issues related to computers, mobile devices, peripherals and audio -visual equipment.

They will configure, deploy, provide support and instruction for hardware and software throughout the River Campus Libraries. The incumbent provides technical, hardware and software support for Windows, Mac OS and Linux desktop platforms along with iOS and Android devices. It is essential that the incumbent possess a strong commitment to working in a team environment; communication between team members is vital to this position as well as the ability to work independently. Delivering top-tier customer service is a large part of the position, which includes sensitively communicating with a variety of personalities and facilitating positive results.

Besides technical support and customer service, the Desktop Support Professional will also be a part of project development, and be committed to continuous learning and improvement. The candidate must have excellent troubleshooting, interpersonal skills and have the ability to manage a broad variety of tasks simultaneously. The position reports to the Head of Library IT Services.

30% End-User Support
•Assess, analyze, and troubleshoot customer technical problems received via Help Desk services or electronic methodologies.
•Ensure that problems are diagnosed and resolved in a timely, professional manner.
•Keep abreast of current computing and mobile technologies through continuing education, web searches, and formal seminar opportunities when available.
•Log customer resolutions in Help Desk system
•Audio/Visual Support for River Campus Libraries

30% Hardware Support
•Investigates and corrects workstation hardware problems.
•Troubleshoots a wide variety of issues including printing, and audio-visual equipment issues.
•Creates equipment needs lists based on user input.
•Helps in researching, creating, and documenting hardware configurations for staff devices.

30% Software Support
•Installs workstation operating system upgrades, software, and any necessary updates.
•Determines upgrade needs and procedures for workstation security, software, and licensing.
•Documents, organizes and maintains software installation procedures.
•Researches and recommends new software applications.
•Works with network administrators to configure and secure workstations.

10% Professional Development and Service
•Keeps abreast of trends as they relate to Library IT Services.
•Participate in RCL committees and meetings required by supervisor.
•Other related duties as assigned

PCs, Macs, tablets, smart phones, printers, laptops, scanners, projectors.

•Associate’s Degree in related discipline plus 1-2 years’ experience in related field or an equivalent combination of education and experience.
•Extensive experience with Microsoft Windows and MS-Office software; experience with asset and inventory management software.
•The candidate must have strong technical skills in areas including hardware and software troubleshooting and integration, telecommunications, workstation security and network technologies.
•The candidate must possess good written and oral communication skills, be well organized, and be able to work as part of a team as well as independently.
•The candidate should also have experience evaluating new technologies and their integration into an existing environment.

The University of Rochester Libraries belongs to the Association of Research Libraries and has collections of more than three million volumes and more than 44,000 active serial titles. The River Campus Libraries, the largest of three library systems at the University of Rochester, is embarking upon a new strategic plan making this a very exciting time to join our organization and the University of Rochester. This provides a unique opportunity for incumbents to implement the strategies to achieve the Libraries vision of becoming a collaborative hub of innovation in support of the Schools we support. For more information on the University and the Libraries, please consult our website: www.library.rochester.edu.

The University of Rochester is the sixth largest private employer in New York State and one of the nation’s leading private universities. University-wide student enrollment is 11,648 with 6546 undergraduate students and 4,678 full and part-time graduate students on the River Campus. Located in Rochester, New York, the University gives students exceptional opportunities for interdisciplinary study and close collaboration with faculty through its unique cluster-based curriculum.

Among the 100 largest metropolitan regions in the country, Greater Rochester has earned a reputation as one of the most livable communities in the nation. Located on the southern shore of Lake Ontario and gateway to the scenic Finger Lakes, Rochester offers its 1.1 million residents the amenities of a metropolitan area with a quality of life not available in many urban regions. Rochester is recognized as one of the most affordable housing markets in the country. Several high schools in the metropolitan area have been consistently listed by Newsweek as among the best in the country. The metropolitan area boasts 20,000 acres of parkland and offers year-round recreational opportunities for those who like to be outdoors in all seasons. In addition to hosting past PGA and Ryder cup tournaments and the LPGA tour, Rochester is also home to top-level minor league baseball, hockey, soccer, and lacrosse teams.

There are 2 openings. Please apply to Reference ID: 210606 or 210607

Please ALSO send letter of application, resume, and the names, addresses and phone numbers of three references to: Kelley Kitrinos at RCLHR@library.rochester.edu

Position will remain open until filled.

The University of Rochester is an Equal Opportunity Employer: EOE Minorities / Females / Protected/ Veterans / Disabled