Position Details
Position Information
| Recruitment/Posting Title |
User Support Specialist IV (PART-TIME) |
| Job Category |
Staff & Executive - Information Technology |
| Department |
OIT-EI Telecommunications |
| Overview |
Rutgers, The State University of New Jersey, stands among the nation's highest-ranked, most diverse public research universities. The oldest, largest, and top-ranked public university in the New York/New Jersey metropolitan area, you'll find us at our main locations in three New Jersey cities, and our footprint can be seen around the region. As one of the nation's most diverse universities, Rutgers draws strength from the rich variety of perspectives and life experiences of our community. We're an academic, health, and research powerhouse and a university of opportunity.
The Office of Information Technology (
OIT) is Rutgers' enterprise IT office.
OIT provides university wide services and support and collaborates with department and unit IT professionals on projects and initiatives for the Rutgers community. OIT's services and systems include the Rutgers network; email and calendaring systems; IDs/passwords and identity management; data centers; computer labs; help desk support; wireless connectivity; a software portal; information security, risk, and compliance services; research computing; and many others. OIT's staff members work closely with the broader university community to advance Rutgers' missions of teaching, research, and service. For more information, please visit
https://it.rutgers.edu. |
| Posting Summary |
Rutgers, The State University of New Jersey, is seeking a User Support Specialist IV (
PART-
TIME) for the Office of Information Technology. Reporting to the Director, Information Technology, the User Support Specialist IV is a highly skilled professional supporting the Rutgers University Voice Services unified communications platform with over 25,000 Cisco Endpoints across multiple campuses.
Among the key duties of this position are the following:
- Processes thousands of ServiceNow tickets, voice help desk calls and emails.
- Manages and processes ServiceNow voice communications requests and incidents for help desk calls and emails.
- Dispatches Voice Technicians on repair/installation tickets related to Cisco VoIP Telephone Moves, adds, and changes.
- Completes software moves, adds, changes and disconnects within the Cisco Call Manager (VoIP) System and Cisco Unity Voice Mail system as requested.
- Maintains the voice communications departmental database on ServiceNow.
- Interfaces with OIT Finance for billing issues related to installation, changes and disconnects
- Assists in the development, testing and maintenance for all telecommunications equipment.
- Escalates Five9 Call Center tickets to Five9 Support and Admin groups.
- Handles Internet Television (IPTV) service activation requests and follow up with clients as needed.
- Understands and adheres to Rutgers' compliance standards as they appear in Rutgers' Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.
- Performs other related duties as assigned.
|
| Position Status |
Part Time |
| Hours Per Week |
|
| Daily Work Shift |
|
| Work Arrangement |
|
| FLSA |
Exempt |
| Grade |
22S |
| Position Salary |
|
| Annual Minimum Salary |
60543.00 |
| Annual Mid Range Salary |
72444.00 |
| Annual Maximum Salary |
85865.00 |
| Standard Hours |
37.50 |
| Union Description |
HPAE 5094 |
| 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 plus 1 year in telecommunications support and customer services. Equivalent education, experience, and/or training may be substituted for the degree requirements.
|
| Certifications/Licenses |
|
| Required Knowledge, Skills, and Abilities |
- Familiarity with Cisco Call Manager and Cisco Unity Messaging Systems.
- Familiarity with Carrier Service Companies such as Verizon AT&T and Windstream.
- Familiarity with ServiceNow with a high-volume of Requests and Incidents.
- Familiarity with Telecommunication Systems customer service orders and billing processes.
- Telecommunications Technician dispatching and tracking.
|
| Preferred Qualifications |
- Experience in a Higher Education technology environment preferred.
|
| Equipment Utilized |
|
| Physical Demands and Work Environment |
- Standing, sitting, walking, talking or hearing.
- No special vision requirements.
- Office environment.
- Moderate Noise.
|
| Special Conditions |
|
Posting Details
| Posting Number |
24ST2607 |
| Posting Open Date |
11/07/2024 |
| Special Instructions to Applicants |
|
| Regional Campus |
Rutgers University-New Brunswick |
| Home Location Campus |
Livingston (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 |
Rutgers University
Nov 13, 2024