User Support Specialist II

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Position Details

Position Information Recruitment/Posting Title User Support Specialist II Job Category Staff & Executive - Information Technology Department OIT-EI Telecommunications 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 Posting Summary Rutgers, The State University of New Jersey, is seeking a User Support Specialist II for Office of Information Technology. This position performs daily activities within the Rutgers University NetworkOperations Center (NOC). Among the key duties of this position are the following:

• Provides technical support for Rutgers University network infrastructure and services, monitor network infrastructure and systems, investigate, analyze, and correct network faults and/or performance issues to ensure optimal delivery of network services.
• Provides NOC call center services, provides NOC Call Center technical support, field operations support, utilize network monitoring software and established toolsets to monitor network equipment and identify network service issues.
• Receives and responds to critical service incidents and critical service requests during off hours/on-call shifts.
• Receives and responds to user service ticket requests, incidents, and problem reports.
• Receives and responds to service requests and issues in support of central University Enterprise Services including DNS/DHCP/IPAM services.
• Handles provisions, configures, installs, and decommissions for network electronics equipment consisting of routers, switches and battery backup systems.
• Proposes, plans, implements and provides support for network equipment and infrastructure hardware/software changes performed during scheduled maintenance work windows.
• Prepares and maintains accurate and regular documentation of project work, network equipment and infrastructure hardware/software changes, network status and equipment health, and network cabling.
• Adheres to and develops team processes, documentations and procedures.
• Maintains technical proficiency with evolving technology.
• Understands and adheres to Rutgers compliance standards as they appear in RBHS' Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.
• Keeps abreast of all pertinent federal, state and Rutgers' regulations, laws, and policies as they presently exist and as they change or are modified.
• Performs other related duties as assigned.

FLSA Exempt Grade 28S Salary Details Minimum Salary 79877.00 Mid Range Salary 96133.00 Maximum Salary 114343.00 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 offers a comprehensive benefits package to eligible employees, based on position, which includes:

• 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
• Life insurance coverage
• Employee discounts programs

For detailed information on benefits and eligibility, please visit: . Position Status Full Time Working Hours (per week) Standard Hours 37.50 Daily Work Shift Work Arrangement 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 in a technical field (Equivalent education, experience and/or training may be substituted for the degree requirements).
• Four (4) years of experience in telecommunications and computing (Equivalent education, experience and/or training may be substituted for the degree requirements).

Certifications/Licenses

• Use of personal vehicle in order to travel for business demands; a valid driver's license would be required for this position.

Required Knowledge, Skills, and Abilities

• Excellent customer service skills, the ability to communicate clearly, and must have excellent desktop computer skills.
• Knowledge of the principles and practices of telecommunications/network system planning and have working knowledge of routine local data networking technologies.
• Ability to handle multiple, shifting priorities, a large volume of technical problem resolution, and work well with peers and senior staff in a team-oriented, and cooperative environment.
• Demonstrable knowledge of incident management and service management applications, practical telecommunications/networking skills, strong analytical and problem-solving abilities, and strong communication, consultative and interpersonal skills, including oral, written, and presentation.
• Experience with routing/switching, network management applications and protocols, and with service management applications & protocols.
• Experience working with network infrastructure, technical field operations, Network Operations Center (NOC), or call center environments, and event/alert management, and incident and change management processes.
• Valid driver's license.

Preferred Qualifications

• Possession of a Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate - Junos (JNCIA - Junos), and ITIL Foundation or higher ITIL certifications preferred.
• Working knowledge of Juniper JUNOS; Cisco IOS software desired.
• Experience working with UPS and/or PDU equipment, IP Address Management software, wireless networking, wireless access points, wireless controllers, network, configuration, and service management software preferred.
• Strong understanding of ITSM principles and best practices preferred.

Equipment Utilized Physical Demands and Work Environment

• Frequently required to bend, stoop, twist, crouch/squat, kneel/crawl, sit and stand.
• Regularly required to use hands to handle tools, cabling, and equipment.
• Regularly required to reach with hands and arms.
• Regularly lift, carry, push, pull, move up to 50 pounds.
• Office and field environment.
• The office environment is standard with low to moderate noise.
• The field environments vary from site to site and include Telecommunications Rooms, Data Centers, Main Distribution Frame (MDF), and Independent Distribution Frame (IDF) areas.
• Noise in field areas is low - heavy, and temperature and area dimensions vary.
• Travel across and between Rutgers University Campus sites is required.

Special Conditions

• Clean Driving Record.

Posting Details Posting Number 25ST0990 Posting Open Date 05/05/2025 Special Instructions to Applicants Regional Campus Rutgers University-Newark Home Location Campus Rutgers University-Newark City Newark 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.