Rutgers, The State University of New Jersey, is seeking a User Support Specialist for the Office of the Executive Vice President for Finance and Treasurer. This position provides desktop support and technical assistance to the employees of University Finance and Administration, which is comprised of the Office of the Executive Vice President for Finance and Treasurer, University Controller, University Budgeting, University Procurement/AP Services, University Audit and Advisory Services, University Treasury, Risk Management and Insurance, and the Project Management Office. This includes assistance with desktop computers (hardware and software), web-based resources such as Office 365, peripherals, copiers, and handheld devices utilized for business-related activity.
Among the key duties of this position are the following:
Monitors the ticket queue and diagnoses/resolves hardware and software problems for staff members in person, via telephone, or via electronic interface (Bomgar, Skype, etc.).
Provides hands-on assistance in the use of computer hardware and software including printing, scanning, installations, server/cloud systems and storage, electronic mail, and conference room A/V equipment; performs simple hardware repairs as needed.
Routinely monitors overall performance of desktops, printers and other equipment to ensure functionality and takes steps to mitigate issues and outages.
Makes recommendations on the purchase of hardware and software used by staff members; also, works closely with designated vendors and obtains quotes for staff members as needed.
Unpacks and sets up equipment for employee use; ensures proper configuration and installation.
Loads requisite software images and verifies end-user accessibility.
Maintains operability and performance of all copiers (MFPs) throughout the offices.
Works with vendors to report usage, outages, and to resolve any issues both within warranty and outside of warranty.
Assists and educates staff members in understanding and accessing network-connected resources (VPN, remote desktop, etc.); and promotes best in-office IT desktop practices among staff members.
Prepares documentation for communicating with staff members as required.
Minimum Education and Experience:
Bachelor's degree in computer science or a related field, or an equivalent combination of education and/or experience.
Required Knowledge, Skills, and Abilities:
Must have excellent customer service, organizational and interpersonal skills, and working knowledge of Windows-based operating systems, with a technical aptitude.
Must be able and willing to work in a team-oriented environment.
Demonstrated ability to quickly and correctly diagnose and correct common desktop problems (hardware and software).
Must be able to articulate and demonstrate an intermediate understanding of network topology in a business setting.
General desktop computing knowledge.
Effective oral and written business-level communication skills.
Knowledge of desktop computing industry standards and trends.
Knowledge of up-to-date connectivity methods and practices.
Demonstrated ability to identify and solve technical problems.
Effective interpersonal skills suitable for a
Internal Number: 58996
About Rutgers University
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.