User Support Specialist II

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

Benefits offered by this job

Medical, prescription drug, and dental

Paid vacation and holidays

Retirement benefits

Educational benefits

Life insurance

Employee discount programs

Job summary

Rutgers University in Piscataway, NJ seeks a User Support Specialist II to provide end-user support at the OIT Help Desk, handling Level 1–3 issues via phone, portal and email, with after-hours monitoring and routine machine-room checks.

The role emphasizes strong customer service, problem-solving, and adherence to ITSM processes. On-site, full-time position with 37.5-hour days and night shift; includes benefits and opportunities for training.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or related field.
• Four years of relevant experience; equivalent education/experience may be substituted.
• Exceptional customer service and interpersonal skills are required.
• Ability to manage multiple tasks in a fast-paced environment and follow established procedures.

Responsibilities

• Provides accurate and user-friendly technical support to the University community via phone, service portal, and email.
• Monitors university services and networks and follows escalation procedures.
• Performs environmental checks of the machine room and reports issues.
• Participates in continual trainings to support enterprise IT services.
• Performs quality assurance to ensure accuracy of information and high-quality user support.

Skills

Customer service

Analytical skills

Problem solving

Teamwork

Education

Bachelor's Degree in IT

Tools

ServiceNow

Job description

Position Details

Recruitment/Posting Title: User Support Specialist II

Job Category: Staff & Executive - Information Technology

Department: Enterprise Service Delivery

Overview: 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 Rutgers Central Administration within the Office of Information Technology (OIT). 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 hand-off of support matters to the appropriate area and participation in continual trainings as a part of the OIT Help Desk team.

• 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.

FLSA: Exempt

Grade: 28S

Minimum Salary: 81155.000

Mid Range Salary: 97671.000

Maximum Salary: 116172.000

Offer Information: The final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Benefits: 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

Position Status: Full Time

Standard Hours: 37.50

Daily Work Shift: Night

Work Arrangement: This position requires a fully on-site work arrangement.

Union Description: HPAE 5094

Payroll Designation: PeopleSoft

Terms of Appointment: Staff - 12 month

Position Pension Eligibility: ABP

Qualifications

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

• 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.

• Experience in a technical support operation or in a university IT support environment preferred.
• Familiarity and experience with ServiceNow preferred.

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.

WORK ENVIRONMENT:

• Office environment.
• Moderate noise.

Posting Details

Posting Number: 26ST1859

Regional Campus: Rutgers Biomedical and Health Sciences (RBHS)

Home Location Campus: Piscataway (RBHS)

City: Piscataway

State: NJ

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre‑employment screenings.

Immunization Requirements

Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination.

Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement