User Services Support Specialist

New World Medical, Inc.; Newark (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading university is seeking a User Services Support Specialist to deliver advanced IT support to students and faculty. The role involves problem-solving, training, and collaboration with various departments to enhance IT services. Ideal candidates will have a Bachelor's degree in IT and several years of relevant experience, showcasing strong communication and customer service skills.

Qualifications

• 3+ years of IT support experience required.
• Ability to diagnose IT problems and develop solutions.
• Experience in configuring and troubleshooting personal computing devices.

Responsibilities

• Provide advanced support for IT user services and technologies.
• Train Service Desk Team for Level I and II support.
• Document all work using the university’s ITSM suite.

Skills

Problem Solving

Customer Service

Communication

Education

Bachelor's degree in computer science

Bachelor's degree in information technology

Tools

Windows

Mac OSX

Linux

iOS

Android

Job description

Title:
User Services Support Specialist

Department:
User Services & Technologies

Reports To:
Director of User Services and Technologies

Position Type:
Staff

Position Summary:
This position is principally responsible for providingadvanced (Level II and III) support for general and specialized IT userservices, their supporting systems, and associated technologies - endpoints inparticular.

This position provides wide-ranging support that includes, but is not limitedto, direct assistance and advanced consultation with students, faculty, andstaff; problem identification and resolution using deductive reasoning;hardware and software evaluation, specification, installation andconfiguration; developing and conducting end-user training, including onlinedocumentation and media, and individual/group sessions.

The position works closely with students, faculty and staff at all levels ofthe university including senior administration; is expected to exhibit a highlevel of creative problem solving ability, resourcefulness, independentthinking and is able to work on fairly complex IT services with only generaldirection; operates under deadlines and is capable of handling severalassignments concurrently with an appropriate sense of urgency and aim to restore“normal service” for users as quickly as possible.

To this end, the position collaborates with colleagues throughout the ISTDivision as necessary; follows ITIL-based best practices in the support of ITuser services; provides guidance, training, and tools to the Service Desk forresolving Level I issues with IT user services; documents and tracks all workusing the university’s ITSM suite.

Essential Functions:
-Deliver highly specialized technical support foruser-facing IT services, primarily via the service request fulfillment andincident management (SR/I) processes. This includes technical assistance,root-cause analysis, outreach and consulting, software and hardwareinstallation, maintenance, support, repair, and renewal.
-Resolve Level II and Level III Service Desk issues by assisting, consulting,and providing outreach to students, faculty, and staff. Emphasis will be on theuse of and resolution of IT incidents (break/fix) and user servicestechnologies.
-Tests and installs software packages for administrative and academic uses,including building and deploying specialized software images for computer labs.
-Clearly document all work using the university’s ITSM suite.
-Create, design, and develop documentation, tutorials, web pages and otherformats that help members of the university community better understand andleverage IT services available at NJIT.
-Train Service Desk Team for Level I and II support of IT services andsupporting systems.
-Maintains a close working relationship with the other teams that make up theUser Services and Technologies department, this includes the EmergingTechnologies and Service Desk groups.
-Partner with other central technology units to resolve advanced issues inspecialized topic areas and to develop and implement strategies that supportthe successful use of IT services at NJIT.

Additional Functions:
-Keep current with emerging technologies, newproducts, methodologies, applications and trends in the context of college anduniversity IT services.
-Provides assistance to others in the implementation of emerging technologiesto support the creation and maintenance of teaching and learning spaces.
-Work on specialized projects, complex projects and other duties as assigned.

Prerequisite Qualifications:
-Bachelor's degree in computer science, informationtechnology, or a related field.
-3+ years of information technology support experience.
-Demonstrated ability to diagnose general purpose IT problems and developcreative solutions.
-Experience in the set-up, configuration, usage, operation, and basictroubleshooting and repair of personal computing devices (e.g. Windows, Mac OSX, Linux, iOS and Android).
-Excellent oral and written communication skills including experiencediscussing/explaining technical topics to diverse audiences.
-Superior customer service and support skills, demonstrating the ability tointeract with non-technical users and assist them in resolving technical issues.
-Proven ability to work in a team environment.
-At the university's discretion, the education and experience prerequisitesmay be exempted where the candidate can demonstrate to the satisfaction of theuniversity, an equivalent combination of education and experience specificallypreparing the candidate for success in the position.

Preferred Qualifications:
-Experience supporting information technology in ahigher education environment.
-Experience providing personalized/high touch support to senior executives.
-Current A+ certification.
-ITIL Foundation certification.

Bargaining Unit:
PSA

Range/Band:
23

FLSA:
Exempt
Full-Time