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There are currently two high-demand IT positions: Desktop Support Specialist and Help Desk Support Specialist. You’ll learn more about both positions and how to apply on this page.
Desktop Support Specialist
What does a Desktop Support Specialist do?
The Desktop Support Specialist provides hands-on support to customers. They quickly and accurately determine and resolve IT issues that arise. Issues and inquiries may come from Help Desk service requests, customer interactions, new computer system or equipment installations, and other sources. They use excellent customer service skills and technical expertise to diagnose, troubleshoot, and resolve computer problems. The Desktop Support Specialist may need to replace equipment that cannot be repaired. They also communicate with other techs and understand the critical and sensitive nature of university and medical center operations.
Minimum education and experience
Associate Degree in a related discipline and one to two years of experience in a related field, or equivalent.
Knowledge, skills, and abilities
Ability to maintain confidentiality and knowledge of Windows operating system. Proficient in hardware break/fix and troubleshooting. Knowledge of Macs, handhelds, and other devices. Excellent customer service skills and strong problem-solving abilities. Flexibility to work necessary shifts and clean driving record with reliable transportation.
Days/hours
There is availability for flexible shifts including day, night, and holiday coverage.
Position location
This position is located throughout the University and Medical Center.
Work environment
Business offices and clinical spaces
Pay range
$18.89 – $26.44 Hourly
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.
Possible career pathway
An example of a pathway within this job family at the University of Rochester:
Desktop Support Specialist > Analyst Programmer
Help Desk Support Specialist
What does a Help Desk Support Specialist do?
The Help Desk Support Specialist provides phone support to University and Medical Center employees. This support includes assistance with work-related computer systems and software applications. They assess, interpret, research, and resolve simple to complex technical problems, including questions about computer maintenance. Requests can be received via the Help Desk or other electronic methods, such as email requests. The Help Desk Support Specialist performs routine software installations and upgrades. They participate in projects as needed and also support teams by troubleshooting customer issues while applying excellent customer service skills.
Minimum education and experience
Associate degree in a related discipline and one to two years of experience in a related field, or equivalent.
Knowledge, skills, and abilities
Advanced PC and Windows expertise, particularly Microsoft Office suite, or advanced eRecord experience. Basic understanding of LAN/WAN technologies. Exceptional customer service skills, including outstanding oral and written communication and advanced problem-solving skills. Mac Operating Systems knowledge.
Days/hours
There is availability for flexible shifts including day, night, and holiday coverage.
Position locations
This position works throughout the University and Medical Center, including Corporate Woods.
Work environment
Business offices
Pay range
$18.89 – $26.44 Hourly
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.
Possible career pathway
An example of a pathway within this job family at the University of Rochester:
Help Desk Support Specialist > Analyst Programmer
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