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User Support Services Specialist
User Support Services Specialist-March 2024
New Brunswick
Mar 28, 2026
About User Support Services Specialist

  Position Details

  Position Information

  

Recruitment/Posting Title User Support Services Specialist
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 (OIT). This 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 provides support to IT staff members.
  • Handles troubleshooting 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 .
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to
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 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
  • Will require traveling to and working hours at the NB Student Help Desk and various Computing Labs facilities on the NB Campus.
Special Conditions
  • Evenings and weekends required.

  Posting Details

  

Posting Number 23ST2769
Posting Open Date 10/11/2023
Special Instructions to Applicants
  • #1 Work hours are Sunday-Thursday, 11:30am-8:00pm.

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 60.1.35 , Rutgers University requires all prospective employees to provide proof that they are vaccinated against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Rutgers University may require certain prospective employees to receive an updated (bivalent) vaccine dose. Under Policy 100.3.1 , 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, p regnancy, 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:

  

  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, p regnancy, 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

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