User Support Specialist II

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 handoff 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., Working Hours Standard Hours 37.50 Daily Work Shift 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

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

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., 1. * Do you have a Bachelor’s Degree required in Information Technology, Computer Science or related field and four (4) years of relevant experience or equivalent education, experience and/or training may be substituted for the degree requirements?

Grade 28S Salary Details Minimum Salary 81155.000 Mid Range Salary 97671.000 Maximum Salary 116172.000, 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, 2. * Are you able to commit to the below work week shift(s)/ times? Third shift: Tuesday through Saturday, from 12:45 am to 9:15 am OR Third Shift: Wednesday to Sunday, from 12:45 am to 9:15 am?
• Yes (Third Shift: Tuesday through Saturday, from 12:45 am to 9:15 am)
• Yes (Third Shift: Wednesday to Sunday, from 12:45 am to 9:15 am)
• No

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. Posting Summary Rutgers, The State University of New Jersey, is seeking a User Support Specialist II in the Enterprise Service Delivery- Help Desk within the Office of Information Technology (OIT).