Technical Service Manager jobs in Rochester, NY

JOB SUMMARY:

The Technical Support Administrator provides exceptional technical support to internal and external customers by resolving hardware, software, and system issues via helpdesk, email, phone, and in person. They manage helpdesk operations, oversee IT inventory and asset lifecycle, and coordinate account setups for new and departing staff. Key responsibilities include troubleshooting IT systems, managing user access, leading projects like annual PC replacements, and maintaining documentation. They ensure data confidentiality, collaborate with internal teams and vendors, and support IT upgrades to meet organizational needs efficiently.

COMPENSATION: $26.44-$28.85 per hour (depending on experience)

BENEFITS INCLUDE:

• Staying Healthy: Medical, Dental, and Vision (Dental & Vision currently free), Flexible Spending Account (FSA)
• Feeling Secure: Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Life & Accidental Death & Dismemberment (AD&D) Insurance, Accident Insurance, Group Specified Disease Insurance and Hospital Insurance
• Work-Life Balance: Paid Time Off (PTO: 17 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, Verizon Wireless Discount, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, BJ's Wholesale Club Discount, and more!

Click here to view current medical plan rates!

ESSENTIAL FUNCTIONS:

• Provide excellent user support and customer service, responding to requests via the online helpdesk system, email, telephone, and in person.
• Follow standard helpdesk operating procedures and accurately log all helpdesk contacts using helpdesk tracking software. Monitor ticket queue to ensure all work orders are assigned to the proper technicians.
• Administer the helpdesk application ensuring proper configuration and functionality of the system.
• Troubleshoot and repair hardware issues related to personal computers, thin clients, tablets, printers, monitors, desk phones and other peripheral devices.
• Troubleshoot and repair software issues related to Windows OS, Microsoft Office Suite, Outlook e-mail, and many other third-party applications.
• Work with third-party vendors, internal customers, and other IT members to install, maintain, troubleshoot, update, and upgrade applications.
• Learn various hardware and software systems that are specific to RGRTA and assist with the support for those systems as needed.
• Maintain a well-documented and organized inventory system, monitoring equipment from cradle to grave. This includes specifying, ordering, receiving, asset-tagging, and storing equipment, entering, and classifying equipment specifications into the inventory system, and managing equipment disposal. Will also coordinate and perform annual physical audits of IT assets to maintain inventory system integrity.
• Coordinate personnel arrivals and departures with the People department, department supervisors, and other IT members. Ensure that equipment and account setup and security are performed per company standards.
• Research, recommend, and approve the purchase of new hardware and systems while maximizing value, reducing maintenance, lowering costs, and providing standardization; and in accordance with standards and project / operational requirements. Work with supervisor to plan and maintain a long-term replacement cycle and request capital budget funding accordingly. Revise plans annually to meet changing personnel, budgetary, and company needs.
• Distribute and maintain user accounts and their permissions to applications and network resources via Active Directory, NTFS, group policy, and application specific tools as needed.
• Maintain print server(s), including adding and replacing network printers and deployment via group policy.
• Maintain client operating system and application deployment system as needed to support new hardware systems and software packages.
• Serve as the primary contact and project leader for the annual PC Replacement project.
• Maintain documentation for work orders, frequently asked questions, applications, and an internal and external knowledgebase on the IT Portal SharePoint site.
• Maintain strict confidentiality and data integrity.

ADDITIONAL RESPONSIBILITIES:

• Assist and back-up Information Technology Staff with projects and tasks.
• Other duties as assigned.

EDUCATION & EXPERIENCE:

• Bachelor’s Degree in Computer Science or technology-related field.
• At least three (3) years of experience working in Information Technology.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
• Certifications from Microsoft, CompTIA, Cisco preferred.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to perform a wide variety of duties requiring considerable judgment to work independently devising new methods, adapting or changing standard procedures to meet new conditions and making decisions guided by precedent and within the limits of established policies.
• Ability to work within defined objectives and by broad and varying policies, procedures, rules or precedents. Responsible for prioritizing and managing their workload with guidance from supervisor. Details of accomplishing the objective are left to the position. Unusual situations are referred to the supervisor.
• Excellent troubleshooting, customer service and technical documentation skills.
• Ability to multitask in a constantly changing environment, while prioritizing tasks based on organizational needs.
• Ability to maintain professionalism and focus while displaying patience during stressful situations.
• Advanced computer/technological skills required in the following:
  • Windows client operating systems
  • Microsoft Office suite of applications
  • Help Desk ticket software
  • OS and Application deployment solutions
  • Active Directory management
  • Group policy management
  • Endpoint security and encryption solutions
• Additional intermediate computer/technological skills preferred in the following:
  • Microsoft 365 (Exchange, Intune, Azure Active Directory)
  • Windows Server Operating System
  • VMWare vSphere
  • Mobile device management systems
• Advanced knowledge of and familiarity with various computer endpoint hardware and peripherals.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.

The employee must regularly lift and/or move up to 50 pounds.

The noise level in the work environment is usually moderate.

The employee may occasionally be required to travel commercially. Valid driver’s license required.

ADDITIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship and/or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable federal or state law. RGRTA will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business