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User Support Services Specialist

Job Description


Position Details


Position Information


Recruitment/Posting Title User Support Services Specialist
Job Category Staff & Executive - Information Technology
Department Rutgers-Cmd-IT (RCIT)
Overview
Rutgers University–Camden is a diverse, research-intensive campus of approximately 7,400 undergraduate and graduate students and 1,100 faculty and staff members located in Camden, N.J., directly across the Delaware River from Philadelphia. The campus thrives with a supportive culture that helps students achieve their goals and fosters collaboration among employees. The university is recognized as a national model for civically engaged urban universities and was selected by the Carnegie Foundation for the Advancement of Teaching for its Community Engagement classification. Washington Monthly magazine consistently ranks Rutgers University–Camden among its “Best Bang for the Buck” universities and best national research universities. Recently, Rutgers–Camden earned Carnegie classification as an R2 research university.
Posting Summary
Reporting to the RU-Camden IT Manager for the Help Desk, this position is responsible for providing first, second and some third level technical support for questions related to hardware and software applications, and providing extended consultations to faculty, staff, or students who require a more in-depth answer to their issue or who need added training to become effective users of hardware and software supported by RU-Camden IT; for providing the email, telephone, and other online support services from RU-Camden IT; for providing support to ResNet (IT support for students in Housing); for regular updating of the online documentation covering computer applications such as the RU-Camden IT FAQs and Help Desk training materials; and for representing Camden on a variety of IT committees across Rutgers University. Also provides support to events, meetings and other scheduled activities at Rutgers-Camden requiring IT and/or AV support when needed. This position will provide input to the strategic planning for the Help Desk future support, and will participate in the implementation of those plans. In addition, this position will participate in IT Projects, with work in the areas of business requirements analysis, design, installation, training and documentation of campus-wide projects.
Position Status Full Time
Hours Per Week
Daily Work Shift
FLSA Exempt
Grade 04
Position Salary Starting salary will be commensurate with experience and within departmental budgets.
Annual Minimum Salary 61523.000
Annual Mid Range Salary 77826.500
Annual Maximum Salary 94130.000
Standard Hours 37.50
Union Description Admin Assembly (MPSC)
Payroll Designation PeopleSoft
Benefits
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview .
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
COVID-19 Immunization Requirement
Under Policy 60.1.35 , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Prospective employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster within two weeks (14 calendar days) of eligibility . Based on current guidance, individuals are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of any COVID-19 vaccine authorized or approved for use in the United States by the United States Food and Drug Administration (FDA) and recommended by the Advisory Committee on Immunization Practices (ACIP) of the Centers for Disease Control and Prevention (CDC). Eligibility for a booster against COVID-19 varies and is explained on the University’s web site located at https://coronavirus.rutgers.edu/covid-19-vaccine . Failure to provide proof of primary vaccination and booster will result in rescission of a prospective employee’s offer of employment and/or disciplinary action up to and including termination.
Seniority Unit
Terms of Appointment Staff - 12 month
Position Pension Eligibility ABP

Qualifications


Minimum Education and Experience
  • Requires a bachelor’s degree in computer science or related field, or an equivalent combination of technical education and experience.
  • Two years of providing front line support to customers with increasing responsibilities and high-quality evaluations for customer service. 
Certifications/Licenses
Required Knowledge, Skills, and Abilities
-Requires a bachelor’s degree in computer science or related field, or an equivalent combination of technical education and experience.
-Two years of providing front line support to customers with increasing responsibilities and high-quality evaluations for customer service.
-Demonstrated ability to provide 2nd level support to the front-line staff.
-Demonstrates effective communication with coworkers and user constituents.
-Demonstrates in depth knowledge of the components of a variety of PC and Mac applications that are likely to be encountered by computer users (MS Office suite, Mozilla Firefox, Google Chrome, Webmail, Canvas).
-The ability to handle multiple tasks with unexpected interruptions.
-Ability to troubleshoot new or unique issues, research using available resources, and take ownership of problems independently as needed.
-Strong orientation towards and belief in high quality user service by working effectively with clients and responding to their queries in a courteous and pleasant manner.
-Knowledge of a Help Desk Ticketing system.
Preferred Qualifications
Equipment Utilized
-Advanced working knowledge in supporting software, hardware, and operating systems used on campus, including, but not limited to: Network printers, Windows and Mac OS operating systems, Microsoft Exchange, Microsoft Office (2016-2019, Office365), ghosting/imaging software; -Knowledge of basic networking concepts; Experience in using ticket tracking or Help Desk management software.
Physical Demands and Work Environment
This position requires the ability to lift, move and push up to 50 pounds.
Special Conditions

Posting Details


Posting Number 22ST2286
Posting Open Date
Special Instructions to Applicants
Regional Campus Rutgers University-Camden
Home Location Campus Rutgers University-Camden
City Camden
State NJ
Location Details

Pre-employment Screenings


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



Infection Control and Safety


This position is subject to all Rutgers University policies, including TB surveillance and other infection control and safety policies. Please review the Tuberculosis Surveillance Policy for additional information.



Affirmative Action/Equal Employment Opportunity Statement


It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement



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