Overnight IT Help Desk Specialist — 3rd Shift

Rutgers University; New Brunswick (NJ); On-site; USD 81,000 - 116,000; Full time

Job summary

Rutgers University is seeking a User Support Specialist II to staff the Office of Information Technology Help Desk. The role handles student, faculty, staff, and affiliate inquiries by phone, service portal, and email, reporting to the Manager, User Services. It is an overnight, full-time position in New Brunswick, NJ.

Key duties include diagnosing problems, documenting steps, and coordinating escalation. The role involves after-hours monitoring of services and networks and environmental checks

Qualifications

• Bachelor's degree plus four years of relevant experience, with equivalent education, experience, or training able to substitute for the degree.
• Strong customer service, analytical problem-solving, and organizational skills in a fast-paced environment.
• Preferred experience in a technical support operation or university IT support setting, familiarity with ServiceNow.

Responsibilities

• Provide Level 1 through Level 3 technical support by phone, service portal, and email.
• Diagnose usability problems and coordinate escalation and resolution.
• Document troubleshooting steps in the IT Service Management system and escalate as needed.

Skills

Customer service

Analytical problem-solving

Organizational skills

Communication

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

Tools

ServiceNow

Job description

Rutgers University is seeking a User Support Specialist II to staff the Office of Information Technology Help Desk. The role handles student, faculty, staff, and affiliate inquiries by phone, service portal, and email, reporting to the Manager, User Services. It is an overnight, full-time position in New Brunswick, NJ.

Key duties include diagnosing problems, documenting steps, and coordinating escalation. The role involves after-hours monitoring of services and networks and environmental checks