User Support Services Specialist Job at Rutgers University
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. Ranked in 2022 by Forbes as a
top 100 best large employer in America,
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. The position is responsible for providing user support at the OIT Help Desk with a focus on Canvas, the University’s learning management system (LMS) to the University community. The position, as a part of the Learning Management System Help Desk team, will address, troubleshoot and document Level 1 through Level 3 LMS support (phone, email, self-service, and in-person), for the Rutgers community.
Among the key duties of this position are the following:
Among the key duties of this position are the following:
- Providing guidance on proper handling of LMS support matters to student staff (general Level 1 and Level 2 support), coordination of escalations with the OIT-Enterprise Application Services and third-party vendors, and participate in the quality assurance program for handling of LMS support by the general Help Desk.
Position Status
Full Time
Hours Per Week
Daily Work Shift
Work Arrangement
FLSA
Exempt
Grade
04
Position Salary
Annual Minimum Salary
61523.000
Annual Mid Range Salary
77826.500
Annual Maximum Salary
94130.000
Standard Hours
37.50
Union Description
Admin Assembly (MPSC)
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.
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
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.
- A minimum of 2 years experience in a customer support operation with IT.
Certifications/Licenses
Required Knowledge, Skills, and Abilities
- Exceptional customer service, organizational skills, and interpersonal skills are required.
- Ability to work in a fast-paced environment and handle multiple concurrent tasks with constant interruptions is a must.
- Ability to 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.
- Familiarity and experience with ServiceNow and Learning Management Systems.
Equipment Utilized
Physical Demands and Work Environment
- Work hours are Sunday-Thursday, 1:30pm-10:00pm with a one hour lunch break.
Special Conditions
Posting Details
Posting Number
22ST3866
Posting Open Date
12/01/2022
Special Instructions to Applicants
Regional Campus
Rutgers University-New Brunswick
Home Location Campus
Busch (RU-New Brunswick)
City
Piscataway
State
NJ
Location Details
Piscataway, NJ 08854
Pre-employment Screenings
All offers of employment are contingent upon successful completion of all pre-employment screenings.
Immunization Requirements
Under Policy 60.1.35 Immunization Policy for Rutgers Employees and Prospective Employees, Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster upon eligibility and upload proof of same. 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.
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