| Overview | New Jersey’s academic health center, Rutgers Biomedical and Health Sciences (RBHS) takes an integrated approach to educating students, providing clinical care, and conducting research, all with the goal of improving human health. Aligned with Rutgers University–New Brunswick and collaborating universitywide, RBHS includes eight schools, a behavioral health network, and five centers and institutes that focus on cancer treatment and research, neuroscience, advanced biotechnology and medicine, environmental and occupational health, and health care policy and aging research.
Our faculty are teachers, clinicians, and scientists with unparalleled experience who advance medical innovation and provide patient care informed by the latest research findings. We offer an outstanding education in medicine, dentistry, pharmacy, public health, nursing, biomedical research, and the full spectrum of allied health careers.
Our clinical and academic facilities are located throughout the state—at Rutgers University–New Brunswick, including Piscataway; and at locations in Newark, Scotch Plains, Somerset, Stratford, and other locations. Clinical partners include Robert Wood Johnson University Hospital in New Brunswick, Newark’s University Hospital in Newark, and other affiliates.
Through this community of healers, scientists, and scholars, Rutgers is equipped as never before to transform lives. |
| Posting Summary | Rutgers, The State University of New Jersey, is seeking a User Support Specialist II for the Office of Information Technology. This position is responsible for providing end-user support at the OIT Help Desk. This position 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. The position is responsible for monitoring the University services and networks after-hours and performing routine checks of the machine room and following escalation procedures as necessary. The User Support Specialist II handles proper handoff of support matters to the appropriate area and participation in continual trainings as a part of the OIT Help Desk team.
Among the key duties of this position are the following:
- 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.
- Regularly provides feedback to the management team.
- Works closely with the other Help Desk staff (Fac/Staff, LMS) to share expertise and assistance as needed.
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