Position Details

Position Information

Recruitment/Posting Title
User Support Specialist II

Job Category
Staff & Executive - Information Technology

Department
Enterprise Service Delivery

Posting 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.

FLSA
Exempt

Grade
28S

Salary Details

Minimum Salary
81155.000

Mid Range Salary
97671.000

Maximum Salary
116172.000

Offer Information

The final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Benefits

Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:

• Medical, prescription drug, and dental coverage
• Paid vacation, holidays, and various leave programs
• Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
• Employee and dependent educational benefits (when applicable)
• Life insurance coverage
• Employee discount programs

Position Status
Full Time

Working Hours

Standard Hours
37.50

Daily Work Shift
Night

Work Arrangement

This position requires a fully on-site work arrangement.

Union Description
HPAE 5094

Payroll Designation
PeopleSoft

Seniority Unit

Terms of Appointment
Staff - 12 month

Position Pension Eligibility
ABP

Qualifications

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.

Certifications/Licenses

Required Knowledge, Skills, and Abilities

• Exceptional customer service, organizational skills, and interpersonal skills are required.
• Excellent analytical and creative problem-solving skills.
• The ability to work in a fast-paced environment and handle multiple concurrent tasks with constant interruptions is a must.
• Ability to work efficiently in a team environment, troubleshoot problems, and make decisions based on established procedures.

Preferred Qualifications

• Experience in a technical support operation or in a university IT support environment preferred.
• Familiarity and experience with ServiceNow preferred.

Equipment Utilized

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.

Special Conditions

Posting Details

Posting Number
26ST1859

Posting Open Date

Special Instructions to Applicants

Regional Campus
Rutgers Biomedical and Health Sciences (RBHS)

Home Location Campus
Piscataway (RBHS)

City
Piscataway

State
NJ

Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements
Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.