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 108 H

Compensation Range:

$25.14 - $35.24

Responsibilities:

Provides leadership and oversees operational services during shifts. Leads and mentors others in troubleshooting and resolving issues across the enterprise. Responsible for production control, such as change management, asset management and service automation. Maintains a focus on high-end IT support for Data Center and user systems, involving complex, technical inquiries and physical installation methods using expert skills and knowledge. Data Center Services are 24x7x365, including holidays. Remains flexible to work any and all shifts necessary to ensure coverage requirements, including on-call rotations.

ESSENTIAL FUNCTIONS

• Serves as the technical lead, coach, and motivator, exhibiting total systems knowledge. Provides technical leadership and direction for the team during emergencies, unplanned events, and maintenances. Provides second and third level server administration and expert level technical support for unique Data Center systems and complex IT systems across the enterprise. Conducts routine debriefings with leadership and ensures shift turn-over is accurate, detailed, and occurs seamlessly.
• Acts as a lead project manager/designer for Data Center projects, installs, and activities. Develops project timelines and milestones with general guidance, communicates with appropriate user base, sets priorities and manages progression of project implementation tasks as assigned. Manages inventory, supplies, critical spares, and Data Center assets.
• Creates schedule and updates automation tasks and assists customers in identifying their automation needs. Manages user access to secure FTP sites, change control forms, and change control calendar. Ensures changes are well defined, understood, approved, and completed.
• Coordinates technical day-to-day team member assignments with leadership. Assists with distribution of emergency communications directed to executives and other affected users. Coordinates technical teams and provides meaningful updates to management and leaders. Assesses and interprets information from records and logs to analyze trends. Develops an appropriate solution/approach, such as scripts to automate processes to reduce waste or inefficiencies in operations.
• Assists with team member interviews. Provides input for performance evaluations. Participates in collaborative team initiatives across other technical teams. Provides mentoring and training on an on-going bases for team members. Keeps abreast of current technologies and trends through continuing education.
• Participates in after-hours maintenance.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Bachelor's degree 3 years of relevant experience required
• Or equivalent combination of education and experience
• Experience in Data Center environments, Operations Center/NOC or service desk preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Expert level problem solving techniques, including the ability to troubleshoot with or without remote access required
• Expert level knowledge of IT technologies, computer hardware and mobile platforms, Microsoft Office suite of products, Apple OS/IOS and Android OS required
• Advanced understanding of voice and network physical and logical topologies, monitoring tools, CCTB, card access systems and KVM remote access systems required
• Expert knowledge and skills in structured cabling installations, including fiber splicing and copper terminations, physical hardware installations and automation tools required
• General understanding of structured cabling test instruments, division 17 and 27 ASHRAE standards, building automations systems, computational fluid dynamic models, CMDB asset management systems required
• Exceptional customer service skills, demonstrating empathy and recognition of urgency required
• Outstanding verbal and written communications and ability to diffuse difficult situations required
• Ability to maintain composure with difficult users and situations required
• Open minded and flexible required
• Demonstrated project management skills 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.