User Support Specialist II

Rutgers The State University • Newark, NJ • 2d ago

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 https://it.rutgers.edu. 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 ap

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