Rutgers, The State University of New Jersey is seeking a User Support Specialist III for the Department of Information Services at Rutgers, University Behavioral Health Care.
Under direction, the User Support Specialist III is responsible for the implementation and maintenance of hardware and software systems required for support of users of desktop information systems. Acts as the first resource to end-users for problems encountered with desktop systems, and network hardware, software and applications. Integrates systems and network tools and monitoring, with appropriate ongoing continuing education, to provide to the Helpdesk a continuous status and health assessments of UBHC's information resources, allowing for a full understanding of UBHC's environment as it relates to end-user problems, requirements and shared resource availability.
Staffs the UBHC-IS Helpdesk and provides general problem diagnosis and support for UBHC's information resources and workgroup operating environments.
Integrates appropriate new hardware and software technology to enhance the productivity, effectiveness and responsiveness of the Helpdesk to end-users and the overall Helpdesk operations needed to support the current state of UBHC's information resource environment.
Identifies needs and participates in the implementation of solutions and revised quality control procedures to enhance Helpdesk operations and productivity needed to maintain appropriate, reliable and up-to-date service to UBHC.
As appropriate, implements migration strategies needed to bring desktop systems into planned production status according to Helpdesk quality control standards.
Works with end-users to determine if they are satisfied with the Helpdesk procedures and service delivery.
Aides the user in obtaining an individual account and password to UBHC's information resources and established profiles as well as access permission to applications and other resources which exist on the network, as observed by feedback from users and observed by supervisor.
Trains the user in use of the network, the ethical responsibility associated with a network connection and shared resources, and connection to the University's network-attached facilities, as evidenced by the feedback of users and observation of the supervisor.
Installs and configures computing devices (mobile and desktop based) and network related hardware and end-user applications, which include operating systems, and other productivity software.
Installs hardware and software to enable users to fully use UBHC's information resources as necessary to accomplish their job as observed by feedback from users and observation by supervisor.
Consults with Manager, IST, and keeps current with the direction of communications, information security, software development and server systems areas concerning resource planning, access and environment changes.
Understands and adheres to Rutgers' compliance standards as they appear in RBHS's Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.
Performs other related duties as assigned.
Minimum Education and Experience:
Bachelor's degree in Computer Science or related field plus three years of experience in the installation and maintenance of desktop system hardware and software.
Experience in communicating with non-technical staff as it relates to the use of desktop system hardware and software.
Equivalent education, experience and/or training may be substituted for the degree requirement.
Required Knowledge, Skills, and Abilities:
Excellent verbal and interpersonal abilities.
Physical Demands and Work Environment:
Physical Demands: Manual dexterity and mobility for typing and computer operations. Lifts supplies and equipment.
Work Environment: Generally pleasant working conditions in a clean, well lighted, quiet to moderately loud setting.
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was ...at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.