Position Summary:

Rutgers, The State University of New Jersey, is seeking a User Support Specialist II in the Rutgers Central Administration within the Office of Information Technology ( OIT ). Under the supervision of the Manager, User Services, the User Support Specialist II is responsible for providing end-user support at the OIT Help Desk. Will address, troubleshoot and document Level 1 through Level 3 support (phone, service portal and email) while providing top-notch customer service, and expert technical assistance. Responsible for the monitoring of University services and networks after-hours and performing routine checks of the machine room and following escalation procedures as necessary. Responsible for proper hand-off of support matters to the appropriate area and participation in continual trainings as a part of the OIT Help Desk team. Among the key duties of this position are the following: Provides accurate and user-friendly technical support (phone, service portal and email) to the University community (students, faculty, staff and affiliates). Thoroughly troubleshoots usability issues, helps diagnose problems, and coordinates escalation and resolution as appropriate. Documents troubleshooting and resolution steps, and follows protocols as designed for the IT Service Management system. Monitors University services and networks and follows proper escalation procedures. Performs environmental checks of the machine room to inspect physical health of the room. Responsible for reporting problems and following guidance to correct issues. Reviews documentation and attends trainings to grow familiarity with supporting enterprise IT services that are provided or supported by OIT. Performs quality assurance to ensure accuracy of information and high-quality user support delivery by monitoring support requests directed to the OIT Help Desk.

Minimum Education and Experience:

Bachelor's Degree required in Information Technology, Computer Science or related field and four (4) years of relevant experience. Equivalent education, experience and/or training may be substituted for the degree requirements.

City:

Piscataway State:

NJ Physical Demands and Work Environment:

PHYSICAL DEMANDS

Must be able to lift up to 50 lbs. Standing, sitting, walking, talking or hearing. No special vision requirements.

WORK ENVIRONMENT

Office environment. Moderate noise.

Posting Number:

26ST1859