Position Summary:

• 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.

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.

City: Piscataway

State: NJ

Physical Demands and Work Environment:

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

• Office environment.
• Moderate Noise.

Posting Number: 26ST1054

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.

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