Sr Customer Technology Spec- Cabin

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):

220 Hutchison Rd, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

400010 Neuroscience

Work Shift:

UR - Day (United States of America)

Range:

UR URG 112

Compensation Range:

$70,197.00 - $105,295.00

Responsibilities:

Serves as the technical lead for the URMC CABIN (MRI) computing and imaging environment. Provides advanced hardware, software, and systems support for research, clinical imaging, and operational users across Mac, Windows, and Linux platforms. Delivers consultation, troubleshooting, analysis, design, and operational support for technology systems used in MRI research and imaging workflows.

Acts as the primary escalation point between CABIN staff, researchers, and central IT services. Maintains expertise in desktop systems, scientific computing environments, imaging software, and network technologies supporting MRI operations and research activities.

Provides hands-on technical support with a strong emphasis on customer service, reliability, and system performance. Collaborates with IT teams and research stakeholders to design and implement technology solutions that meet documented research and operational needs. Serves as application owner for key research and imaging applications, responsible for troubleshooting, maintenance, updates, and documentation.

Identifies opportunities to improve workflows, system performance, automation, and user independence through technology improvements. Provides operational and technical leadership support in the absence of management when needed.

ESSENTIAL FUNCTIONS

Technology Support:

• Provides comprehensive technology support for researchers, faculty, and staff using MRI and research computing systems. Installs, configures, and maintains Mac, Windows, and Linux workstations used for imaging analysis, data acquisition, and research workflows. Serves as a technical resource for a wide range of computing, networking, and application services.

Project Implementation:

• Supports and coordinates hardware and software projects including system upgrades, lab relocations, infrastructure improvements, and deployment of new research technologies. Communicates with stakeholders to establish priorities and timelines, manages project implementation progress, and coordinates with IT teams and external vendors as required.

Research and IT Coordination:

• Works closely with IT and research teams to deliver technology solutions aligned with research and operational needs. Serves as the primary coordination point for technology initiatives within CABIN MRI environments and ensures appropriate follow-up on technical issues and project deliverables.

Application Ownership:

• Serves as application owner for research and imaging software platforms used within the CABIN MRI environment. Responsible for troubleshooting, maintenance, updates, vulnerability management, and documentation. Collaborates with researchers, vendors, and IT teams to support both legacy applications and Software-as-a-Service (SaaS) platforms used in research workflows.

Documentation and Technical Support:

• Maintains documentation of system configurations, architecture, and approved technical designs. Assists in diagnosing and resolving complex technical issues affecting imaging systems, research workstations, and supporting infrastructure. Researches and evaluates solutions for new or emerging technical challenges and tests new technologies for compatibility with MRI workflows.

Training and Workflow Optimization:

• Analyzes research workflows and technical requirements to develop training materials and guidance for end users when needed. Identifies opportunities to improve user efficiency and reduce reliance on technical support through better tools, automation, and documentation. Provides training through one-on-one instruction, workshops, or written guides to support research staff and students.
• Escalation and Incident Response:
• Serves as an escalation point for complex or urgent technical issues affecting research operations, computing environments, or imaging workflows. Provides advanced troubleshooting and coordination with IT teams to resolve critical system outages or performance problems.

Technology Evaluation:

• Evaluates new technologies and tools for use within the CABIN MRI environment, including scientific computing tools, imaging software, hardware platforms, and data management solutions. Assesses impact on usability, security, research workflows, and operational risks. Tests and validates new or upgraded technologies prior to deployment and communicates system changes to users.

Professional Development:

• Maintains awareness of emerging technologies in research computing, imaging systems, operating systems, and cybersecurity. Stays informed about industry trends and regulatory requirements relevant to medical research and imaging environments to anticipate future technology needs.

Additional Responsibilities:

• Performs other duties as assigned to support the operational and technical needs of the CABIN MRI program.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma required or
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• 7 years of relevant technical experience or equivalent combination of education and experience required

KNOWLEDGE, SKILLS AND ABILITIES

Technical Skills:

• Advanced expertise supporting Windows, macOS, and Linux operating systems required
• Experience supporting research computing environments and scientific software required
• Proficiency in managing Mac systems, Windows PCs, Linux workstations, and peripheral devices required

• Knowledge of MRI imaging environments, data pipelines, or scientific computing tools preferred

• Advanced understanding of LAN/WAN networking, system hardware, and protocols preferred

• Experience with research data storage, security practices, and system documentation preferred

• Familiarity with system deployment tools, scripting, or automation (e.g., Bash, PowerShell, Python) preferred

• Experience supporting servers, virtualization, or research compute infrastructure preferred
• Demonstrated project coordination or project management experience preferred

Professional Skills:

• Excellent customer service and communication skills required
• Ability to work independently and collaboratively with research, clinical, and IT teams required
• Strong analytical thinking and advanced troubleshooting abilities preferred
• Ability to manage multiple priorities and complex technical environments preferred
• Ability to remain calm and professional when addressing critical technical issues preferred

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.