User Support Specialist II

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 hiring a User Support Specialist II. The role staffs the Office of Information Technology Help Desk, where the specialist troubleshoots technical problems for students, faculty, staff, and affiliates by phone, service portal, and email, reporting to the Manager, User Services. It is an overnight position that also covers after-hours monitoring of university services and networks.

Highlights

• Provide Level 1 through Level 3 technical support to the university community by phone, service portal, and email, diagnosing usability problems and coordinating escalation and resolution.
• Document troubleshooting and resolution steps in the IT Service Management system and hand support matters off to the appropriate team following established protocols.
• Monitor university services and networks after hours and follow escalation procedures when problems arise.
• Perform routine environmental checks of the machine room to inspect its physical health, reporting problems and following guidance to correct them.
• Review support requests directed to the Help Desk as quality assurance to keep information accurate and user support consistently high quality.
• Attend ongoing trainings and review documentation to build familiarity with the enterprise IT services that the Office of Information Technology provides.
• Bachelor's degree in Information Technology, Computer Science, or a related field 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, with the ability to juggle multiple concurrent tasks amid constant interruptions in a fast-paced team environment.
• Preferred experience in a technical support operation or university IT support setting, and familiarity with ServiceNow.
• Salary range of $81,155 to $116,172, with a midpoint of $97,671.
• Fully on-site, full-time third shift of 37.5 hours per week, either Tuesday through Saturday or Wednesday through Sunday, from 12:45 am to 9:15 am, in the New Brunswick, New Jersey area.