Customer Support Technology Specialist I, EMS
Core
Level 3 technical specialist providing high-level software and hardware support, managing IT projects, and advising faculty, staff, and students on computing needs within a creative and administrative environment.
Role type
Senior IC IT support specialist (Level 3 Help Desk & Infrastructure)
Builds
Production IT support services, hardware refreshes, and secure network infrastructure for the Eastman School of Music and University of Rochester.
Domain
Higher Education IT / Creative Computing
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Windows Server management, Active Directory, TCP/IP networking, hardware lifecycle management, technical documentation, shell-scripting, Linux familiarity, helpdesk ticketing systems, network security (firewalls, antivirus), user training
Preferred skills
Deployment tools (Munki, AutoPKG, DeployStudio), source-code control systems, music applications (Sibelius, Finale, Audacity), cloud backup software
Technologies
Microsoft Windows, Apple macOS, Linux, Active Directory, SCCM, Jamf, Infoblox, Crashplan (Code42), Zoom, MS Office, Chrome, Firefox, Safari, MS Edge, Outlook, Notation Software, Sibelius, Finale, Audacity
Responsibilities
Manage AAA (Authentication, Authorization & Access) for networks and systems; lead investigations into software and hardware issues; manage hardware refreshes and data restoration; implement operating system upgrades; collaborate on smart classroom and distance learning IT solutions; liaise with University IT for security compliance; provide user training and technical documentation.
Seniority
Senior, hands-on IC