University of Rochester Mobile Solutions Engineer - 227986 in Rochester, New York
Mobile Solutions Engineer Job ID 227986
School of Nursing
Full/Part Time Full-TimeFavorite Job
Full Time 40 hours Grade 053 SON Central Administration
8 AM-5 PM
The Mobile Solutions Engineer, under general direction and with latitude for individual judgment and initiatives is responsible to configure, maintain, and provide support and instruction for PC, Macintosh, iOS, and Android software and hardware used in the School of Nursing (SON)’s missions of academics, research, and clinical practice. With in-depth knowledge of industry standards, higher education, and health care, design hardware and software configurations for faculty and staff computing in the School of Nursing and at remote research facilities. Design, evaluate, test, procure, configure, install, maintain, and troubleshoot networked computer hardware, software, and operating systems. Provide first-tier network support as needed. Maintain expertise in designated hardware and software areas, including, but not limited to, personal and mobile computing. All other duties as assigned.
Duties and Responsibilities
Mobile Device Management – Maintain mobile devices required for faculty, staff, and students each semester.
15% - Act as primary point of contact with departments to understand technology needs.
Consult with customers to determine any special needs and recommend possible solutions.
Interpret and explain policies and potential charges.
Maintain inventory of mobile devices and accessories
Relay information to all appropriate teams to ensure exceptional customer experience.
10% - Assign devices and maintain accurate inventory records of mobile devices to ensure accurate tracking and lifecycle depreciation of technology assigned.
10% - Designs and creates mobile configuration control policies using enterprise tools such as SCCM and Group Policy to ensure reliable and standard device configurations.
10% - Access new technologies and make enhancement recommendations to leadership as appropriate
Customer Support - Provide exceptional service to our customers
15% - Develops policies and procedures governing how to troubleshoot IT issues relating to mobile devices, educational resources, and simulation equipment including identification, documentation, documentation, distribution, and resolution. Provides training documentation and communicates applicable updates as changes impact end user experience. Works with vendors and partner IT groups to ensure accuracy and efficacy of documentation.
15% - Oversees timely delivery of quality technical support to faculty, staff, and students. Prioritizes concurrent requests to maximize customer satisfaction. Assures consistent quality of overall support requests by collaborating with other members of the SON ITS support team to ensure successful completion of help desk requests. Receives and responds to support requests through a help desk and by email, telephone, and direct interaction.
Account and Security Management - Monitor the condition of physical spaces and equipment; initiate corrective actions, as needed.
Responsible for account provisioning, deprovisioning, and password assistance for employees and students, both within the UR and URMC computing environments and on services including Box.com and Blackboard. (5%)
Maintains a deep knowledge of common software applications used by members of the SON community and provides individual support and training. (5%)
Ensures that appropriate security practices are followed to protect individuals’ data centrally by designing and maintaining security role groups as well as helping instruct about proper security practices (for instance: avoidance of spam, phishing attacks, and malware). (5%)
Support Educational Initiatives – Collaborate with the Educational Innovation (EdIT) team to provide technical support and assistance as needed.
Assist with issues identified to the ITS team pertaining to educational software such as Blackboard, VoiceThread, Yellowdig, Kahoot, Qualtrics, AEFIS, and other resources used by faculty.
Support Technical issues during labs, exams, etc.
Manages Request Tracker ticket queue to identify trends and root cause for issues relating to educational initiatives
Bachelor’s Degree in related discipline, such as Information Technology, Computer Science, or Business. 2-3 years of related technical support experience in a customer facing role or equivalent combination of education and experience.
Experience with a variety of operating systems such as Windows 10, Mac OS X 10.15, Android 10, and iPadOS 14 and newer OS
Excellent customer service, communication, and interpersonal skills, both in person and by phone, with a high degree of professionalism.
Experience working with educational resources such as Blackboard LMS, VoiceThread, Yellowdig, and simulation software
Expertise in computer skills using an assortment of software programs. Must have a good working knowledge of Microsoft Office, Internet, and email.
Display flexibility, initiative, persistence, creativity, and ingenuity.
Embrace continuous learning as essential to personal and organizational success.
Manage time and multiple projects in a complex environment with a positive and creative attitude.
Pay close attention to detail, meet inflexible deadlines, remain calm during difficult situations, work under pressure, and work with frequent interruptions.
Demonstrate a willingness to work cooperatively in an evolving technological environment.
Working harmoniously with co-workers, customers, and others by sharing ideas and resources willingly and constructively.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled