User Support Specialist I

4 weeks ago

Newark, United States Rutgers University Full time

**Position Details**:

- Position Information**Recruitment/Posting Title**
- User Support Specialist I**Job Category**
- Staff & Executive - Information Technology**Department**
- OIT-IT Health Sciences and Dept**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 university wide, 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 I for the Office of Information Technology (OIT).
Reporting to the Director of Information Systems & Technology, the User Support Specialist I - Client Services is responsible for overseeing the efficient operation and maintenance of desktop and audiovisual technologies across RSDM locations. This role supervises a dedicated desktop support team, coordinates the procurement of technology equipment and services, and serves as a technical lead for various desktop technology-related services and processes. Additionally, this position facilitates effective communication, resolves technical incidents, and collaborates with university IT departments to ensure the seamless support of centrally managed services. The position emphasizes customer service, technical leadership, and a commitment to maintaining the security and confidentiality of sensitive information.
Among the key duties of this position are the following:

- Oversees and supervises the desktop support team, ensuring efficient operation and maintenance of all desktop and audiovisual technologies across Rutgers School of Dental Medicine (RSDM) locations.
- Oversees the work performed by work-study students in supporting classroom audiovisual technology, ensuring high-quality maintenance and operation.
- Directly and indirectly manages staff, performance management and employee development.
- Manages reported incidents and requests for timely resolution while upholding customer service standards. Facilitates effective communication and coordination among support tiers and cross-functional teams to resolve complex issues collaboratively. Serves as an escalation point for technical incident resolution.
- Assists in the procurement of desktop technology equipment and services, including forecasting equipment needs and managing requests for new equipment and software from customers. Collaborates closely with senior IT management and internal IT partners and external vendors throughout the purchasing process.
- Serves as the technical lead for a range of desktop technology-related services and processes.
- Coordinates, participates in, and leads, as required, committees consisting of RSDM stakeholders and IT professionals to ensure effective and collaborative implementation and maintenance of systems.
- Collaborate with other IT professionals throughout the University in support of RSDM goals and initiatives.

**Position Status**
- Full Time**Hours Per Week**

**Daily Work Shift**

**Work Arrangement**-
**FLSA**
- Exempt**Grade**
- 30S**Position Salary**

**Annual Minimum Salary**
- 89493.000**Annual Mid Range Salary**
- 109002.000**Annual Maximum Salary**
- 128512.000**Standard Hours**
- 37.50**Union Description**
- CWA, Local 1031**Payroll Designation**
- PeopleSoft**Benefits**

**Seniority Unit**

**Terms of Appointment**
- Staff - 12 month**Position Pension Eligibility**
- ABP- Qualifications**Minimum Education and Experience**
- Bachelor’s Degree required in Computer Science, Information Systems, or related field.
- A minimum of five (5) years of IT and work experience, including managing team(s) responsible for desktop, audiovisual, technology projects, customer service or production operations/support in multi-platform environments.
- Requires

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