User Support Services Specialist (Confidential)

Rutgers University

United States, New Jersey, New Brunswick

Jan 22, 2025

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 (Confidential) for the Office of Information Technology. The position is responsible for providing end-user support and oversight at the OIT Computing Labs and the Help Desk through various support channels. The position, as a part of FT escalation team, will focus on the ensuring student staff have the necessary access and resources (including training, path of escalation, and coaching) to provide excellent IT support at various OIT support locations on the NB Campus. Among the key duties of this position are the following: Assists the management team with hiring, training, and supervising Level 1 through Level 3 student staff and directly handle support escalations (phone, email and in-person) for the Rutgers community. Upkeeps knowledge base for staff, participating in committees and outreach events, addressing various day-to-day operational needs, and providing real-time guidance to student staff online and in-person. Participates in various projects: conduct testing, assist with writing/reviewing of technical documentation, as well as coordinate training and other projects as necessary.
Position Status	Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA	Exempt
Grade	05
Position Salary
Annual Minimum Salary	79013.00
Annual Mid Range Salary	99952.00
Annual Maximum Salary	120890.00
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, plus 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 is a must. 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.
Equipment Utilized
Physical Demands and Work Environment	This position requires on site presence. Requires traveling to and working hours at the NB Student Help Desk and various Computing Labs facilities on the NB Campus.
Special Conditions	Work hours are Monday-Friday 8:00am-4:00pm.

Posting Details

Posting Number	25ST0125
Posting Open Date	01/21/2025
Special Instructions to Applicants
Regional Campus	Rutgers University-New Brunswick
Home Location Campus	College Ave (RU-New Brunswick)
City	New Brunswick
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