IST Customer Support Analyst

Position: IST Customer Support Analyst I
Position Details

Position Information

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 Flex Work@RU Application System.

Union Description HPAE 5094 Payroll Designation People Soft 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.

Certifications/Licenses 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…