User Support Specialist II
About the role
Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses. For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities.
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.
Responsibilities
- 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.
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.