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# User Support Specialist II

- **Company:** Rutgers University
- **Location:** New Brunswick, NJ, United States
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Information Technology, People Soft, Servicenow
- **Published:** November 6, 2026
- **Apply:** https://jobs.rutgers.edu/postings/283683/pre_apply

## About the Role

* 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?

## Description

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