User Support Specialist IV (PART-TIME)

Job Category

Staff & Executive – Information Technology

Overview

Rutgers, The State University of New Jersey, stands among the nation’s highest-ranked, most diverse public research universities. The oldest, largest, and top-ranked public university in the New York/New Jersey metropolitan area, you’ll find us at our main locations in three New Jersey cities, and our footprint can be seen around the region. As one of the nation’s most diverse universities, Rutgers draws strength from the rich variety of perspectives and life experiences of our community. We’re an academic, health, and research powerhouse and a university of opportunity.

The Office of Information Technology (OIT) is Rutgers’ enterprise IT office. OIT provides university wide services and support and collaborates with department and unit IT professionals on projects and initiatives for the Rutgers community. OIT’s services and systems include the Rutgers network; email and calendaring systems; IDs/passwords and identity management; data centers; computer labs; help desk support; wireless connectivity; a software portal; information security, risk, and compliance services; research computing; and many others. OIT’s staff members work closely with the broader university community to advance Rutgers’ missions of teaching, research, and service. For more information, please visit https://it.rutgers.edu.

Posting Summary

Rutgers, The State University of New Jersey, is seeking a User Support Specialist IV (PART-TIME) for the Office of Information Technology. Reporting to the Director, Information Technology, the User Support Specialist IV is a highly skilled professional supporting the Rutgers University Voice Services unified communications platform with over 25,000 Cisco Endpoints across multiple campuses.

Among the key duties of this position are the following:

• Processes thousands of ServiceNow tickets, voice help desk calls and emails.
• Manages and processes ServiceNow voice communications requests and incidents for help desk calls and emails.
• Dispatches Voice Technicians on repair/installation tickets related to Cisco VoIP Telephone Moves, adds, and changes.
• Completes software moves, adds, changes and disconnects within the Cisco Call Manager (VoIP) System and Cisco Unity Voice Mail system as requested.
• Maintains the voice communications departmental database on ServiceNow.
• Interfaces with OIT Finance for billing issues related to installation, changes and disconnects
• Assists in the development, testing and maintenance for all telecommunications equipment.
• Escalates Five9 Call Center tickets to Five9 Support and Admin groups.
• Handles Internet Television (IPTV) service activation requests and follow up with clients as needed.
• Understands and adheres to Rutgers’ compliance standards as they appear in Rutgers’ Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.
• Performs other related duties as assigned.

Position Status: Part Time

FLSA: Exempt

Grade: 22S

Annual Minimum Salary: 60543.00

Annual Mid Range Salary: 72444.00

Annual Maximum Salary: 85865.00

Standard Hours: 37.50

Union Description: HPAE 5094

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.

Terms of Appointment: Staff – 12 month

Position Pension Eligibility: ABP

Minimum Education and Experience

• Bachelor’s Degree plus 1 year in telecommunications support and customer services. Equivalent education, experience, and/or training may be substituted for the degree requirements.

Required Knowledge, Skills, and Abilities

• Familiarity with Cisco Call Manager and Cisco Unity Messaging Systems.
• Familiarity with Carrier Service Companies such as Verizon AT&T and Windstream.
• Familiarity with ServiceNow with a high-volume of Requests and Incidents.
• Familiarity with Telecommunication Systems customer service orders and billing processes.
• Telecommunications Technician dispatching and tracking.

Preferred Qualifications

• Experience in a Higher Education technology environment preferred.

Physical Demands and Work Environment

• Standing, sitting, walking, talking or hearing.
• No special vision requirements.
• Office environment.
• Moderate Noise.

Posting Open Date: 11/07/2024

Regional Campus: Rutgers University-New Brunswick

Home Location Campus: Livingston (RU-New Brunswick)

City

Piscataway

State

NJ