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User Support Specialist II

Job Description


Position Details


Position Information


Recruitment/Posting Title User Support Specialist II
Job Category Staff & Executive - Information Technology
Department OIT-EI Telecommunications
Overview
Posting Summary
Rutgers, The State University of New Jersey, is seeking a User Support Specialist II. Reporting to the NOC Manager, Telecommunications Division Network Operations & Architecture, the User Support Specialist’s role is to perform monitoring operations, manage service incidents, analyze faults, and provision services on Rutgers University’s network infrastructure and systems.
Among the key duties of this position are:
  • Network monitoring operations, incident management, problem management, network equipment and infrastructure troubleshooting, analysis, repair, configuration and service provisioning
  • Field technical operations support; supports service ticket fulfillment, incident handling, NOC Call Center technical and support services
  • Update and maintenance of standard operating procedures, documentation, reports, and NOC tools and resources
  • Participates in change management and incident communications.
Position Status Full Time
Hours Per Week
Daily Work Shift
FLSA Exempt
Grade 28S
Position Salary
Annual Minimum Salary 74222.000
Annual Mid Range Salary 89327.000
Annual Maximum Salary 106248.000
Standard Hours 37.50
Union Description HPAE, Local 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 .
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.
COVID-19 Immunization Requirement
Under Policy 60.1.35 , Rutgers University requires all prospective employees to provide proof that they are fully vaccinated and have received a booster (where eligible) against COVID-19 prior to commencement of employment, unless the University has granted the individual a medical or religious exemption. Prospective employees who are not eligible for a booster at the time of an offer of employment must provide proof they have received a booster within two weeks (14 calendar days) of eligibility . Based on current guidance, individuals are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of any COVID-19 vaccine authorized or approved for use in the United States by the United States Food and Drug Administration (FDA) and recommended by the Advisory Committee on Immunization Practices (ACIP) of the Centers for Disease Control and Prevention (CDC). Eligibility for a booster against COVID-19 varies and is explained on the University’s web site located at https://coronavirus.rutgers.edu/covid-19-vaccine . Failure to provide proof of primary vaccination and booster will result in rescission of a prospective employee’s offer of employment and/or disciplinary action up to and including termination.
Seniority Unit
Terms of Appointment Staff - 12 month
Position Pension Eligibility ABP

Qualifications


Minimum Education and Experience
  • Bachelor’s Degree in a technical field
  • A minimum of four years of experience in telecommunications and computing
Certifications/Licenses
Required Knowledge, Skills, and Abilities
  • Excellent customer service skills.
  • 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.

Preferred Qualifications
  • Possession of a Cisco Certified Network Associate (CCNA)
  • Juniper Networks Certified Associate – Junos (JNCIA – Junos), and ITIL Foundation or higher ITIL certifications.
  • Working knowledge of Juniper JUNOS; Cisco IOS software.
  • 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.
  • Strong understanding of ITSM principles and best practices.
Equipment Utilized
Physical Demands and Work Environment
PHYSICAL DEMANDS: 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.
WORK ENVIRONMENT: 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 22ST2533
Posting Open Date 07/29/2022
Special Instructions to Applicants
Regional Campus Rutgers University-New Brunswick
Home Location Campus Busch (RU-New Brunswick)
City
State
Location Details
Piscataway, NJ 08854

Pre-employment Screenings


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



Infection Control and Safety


This position is subject to all Rutgers University policies, including TB surveillance and other infection control and safety policies. Please review the Tuberculosis Surveillance Policy for additional information.



Affirmative Action/Equal Employment Opportunity Statement


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 value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement



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