User Support Services Specialist (Confidential)

Position Details

Position Information

Recruitment/Posting Title	User Support Services Specialist (Confidential)
Job Category	Staff & Executive - Information Technology
Department	OIT-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 Services Specialist for the Office of Information Technology. The position is responsible for providing user support at the OIT Help Desk and through various support channels. Among the key duties of this position are the following: Oversees various supervisory tasks including, but not limited to staff hiring, training and development, user support documentation and quality assurance. Takes phone calls and provide support to IT staff members. Troubleshoots and technical support concerns, help diagnosing problems, coordinating escalation and resolution as appropriate, and providing in-person support as needed.
Position Status	Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA	Exempt
Grade	05
Position Salary
Annual Minimum Salary	76341.000
Annual Mid Range Salary	96571.500
Annual Maximum Salary	116802.000
Standard Hours	37.50
Union Description	Administrators Confidential
Payroll Designation	PeopleSoft
Benefits	Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview .
Seniority Unit
Terms of Appointment	Staff - 12 month
Position Pension Eligibility	ABP

Qualifications

Minimum Education and Experience	Bachelor’s degree or equivalent combination of education and experience. 2 years of experience in a customer support operation with IT.
Certifications/Licenses
Required Knowledge, Skills, and Abilities	Exceptional customer service, organizational skills, and interpersonal skills. The ability to work in a fast-paced environment and handle multiple concurrent tasks with constant interruptions. Ability to lead student workers, work efficiently in a team environment, troubleshoot problems, and make decisions based on established procedures.
Preferred Qualifications	Experience in a technical support operation or in a university IT support environment. Leadership experience with student staff preferred.
Equipment Utilized
Physical Demands and Work Environment	Work hours are Sunday-Thursday, 11:30am-8:00pm, with a one hour lunch break. Will require traveling to and working hours at the NB Student Help Desk and various Computing Labs facilities on the NB Campus.
Special Conditions

Posting Details

Posting Number	24ST1492
Posting Open Date	06/17/2024
Special Instructions to Applicants
Regional Campus	Rutgers University-New Brunswick
Home Location Campus	Busch (RU-New Brunswick)
City	Piscataway
State	NJ
Location Details

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.

Affirmative Action/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 value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement