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Position Details

Recruitment/Posting Title IST Customer Support Analyst I

Job Category Staff & Executive - Information Technology

Department 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.

For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. 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 IST Customer Support Analyst I in the Enterprise Service Delivery within the Office of Information Technology (OIT).

The IST Customer Support Analyst I is responsible for providing user support at the OIT Help Desk through various support channels. The OIT Help Desk provides 24/7 support to the University community. Provides guidance and oversight to student staff, and maintains updated documentation to be used as reference. Provides advanced support for email, NetID, and other OIT services for faculty and staff. Participates in various committees, web projects, writing and reviewing of technical documentation, and the coordination of student staff training as well as with other projects.

Among the key duties of this position are the following:
- Provides tiered support to University faculty, staff, and guests for OIT services via phone, email, and in-person.
- Coordinates and documents training and support documentation for OIT services.
- Participates in coaching and development of student staff to ensure consistency between support received by students and F/S.
- Addresses troubleshooting and technical support concerns, help diagnose problems and follow through to a resolution as appropriate, escalate to supervisor or service provider when necessary as per protocol. Provides updates to the management readily and participates in drafting communications to affected population as appropriate.
- Provides advanced support for non-traditional NetIDs, guest accounts and Mailman.

FLSA Nonexempt

Grade 28C

Salary Details

Minimum Salary 39.040

Mid Range Salary 46.990

Maximum Salary 55.860

Offer Information

The final salary offer may be determined by several factors, including, but not limited to, the candidate’s qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university’s broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Benefits

Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:
- Medical, prescription drug, and dental coverage
- Paid vacation, holidays, and various leave programs
- Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
- Employee and dependent educational benefits (when applicable)
- Life insurance coverage
- Employee discount programs

Position Status Full Time

Working Hours

Standard Hours 40.00

Daily Work Shift

Work Arrangement

Consistent with the current application of Rutgers Policy 60.3.22 or the applicable provisions of relevant collective negotiations agreements, this position may be eligible for a hybrid work arrangement. Flexible work arrangements are not permanent, are subject to change or discontinuation, and contingent on the employee receiving approval in the FlexWork@RU Application System.

Union Description HPAE 5094

Payroll Designation PeopleSoft

Seniority Unit

Terms of Appointment Staff - 12 month

Position Pension Eligibility ABP

Qualifications

Minimum Education and Experience

- Bachelor’s Degree, plus four (4) years of experience in a customer support operation with IT.
- Equivalent experience, education and/or training may be substituted for the education requirements.

Required Knowledge, Skills, and Abilities

- Exceptional customer service, organizational 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 lead/oversee student workers, work efficiently in a team environment, troubleshoot problems, and make decisions based on established procedures.
- Ability to troubleshoot issues from beginning to end, escalating when necessary.
- Ability to exercise good judgement when determining when to escalate or alert management.
- Support experience in at least two of the following: Microsoft Suite, Active Directory, Remote Support Software, Remote Access (VPN), Voice Over IP & Voice Services, and familiarity with wireless network connections, Citrix, Antivirus Software and Call Logging.
- Ability to adapt to change and meet changing demands of the operational and irregular paced work environment.
- General computer knowledge. Ability to follow instructions, research online, and work through problems.
- Demonstrated ability to identify and solve problems.
- Ability to effectively communicate computer-related and service options to clients.
- Strong written communication and people skills.
- Demonstrated customer service skills.
- General mechanical skills appropriate to desktop computer support.
- Ability to multi-task between related issues.
- Knowledge of industry standards and trends.

Preferred Qualifications

- Experience in a technical support or Help Desk/Desktop support operation in a university IT support environment is preferred, as is leadership experience with student staff.
- Experience or knowledge of clinical applications is a plus.
- Proficiency with Outlook and Active Directory is preferred.

Physical Demands and Work Environment

PHYSICAL DEMANDS:

- Standing, sitting, walking, talking or hearing.
- No special vision requirements.
- Ability to lift or exert force up to 25 lbs.

WORK ENVIRONMENT:

- Office environment.
- Moderate Noise.

Special Conditions

Posting Details

Posting Number 26ST1054

Posting Open Date

Special Instructions to Applicants

Regional Campus Rutgers Biomedical and Health Sciences (RBHS)

Home Location Campus Piscataway (RBHS)

City Piscataway

State NJ

Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

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.

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we encourage all qualified applicants to apply. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Do you have a Bachelor’s Degree, plus four (4) years of experience in a customer support operation with IT or equivalent experience, education and/or training that may be substituted for the education requirements?
• yes
• no

Applicant Documents

Required Documents

- Resume/CV
- List of Professional References (contact Info)

Optional Documents

- Cover Letter/Letter of Application