Rutgers, The State University of New Jersey is seeking a Service Center Technology Specialist within the OneSource Faculty and Staff Resource Center (OneSource FSRC). This position is the single point of contact within the OneSource FSRC for the enabling service center technology and is responsible for providing information to all necessary stakeholders regarding all system testing, updates and changes. They will provide technology services and resolve incidents including system failures and IT related end-user issues.
Among the key duties of this position are the following:
Point of contact for technical support and troubleshooting for system issues for the OneSource FSRC.
Gather and translate business needs into requirements for enabling service center technology; collaborate with OneSource FSRC resources to get a thorough understanding of customer/business needs to implement technology enhancements.
Serve as direct liaison with OIT Service Management team.
Perform user acceptance testing on new enhancements.
Maintain the content for the enabling technology knowledge base.
Conduct training for new and existing users and for implemented system changes.
Assist in troubleshooting and diagnosing enabling technology issues.
Maintain organization-wide communication to ensure prompt incident resolution for technology issues.
Perform scheduled technology audits and report findings to OneSource FSRC leadership.
Minimum Education and Experience:
Requires a bachelor's degree in Computer Science, IT, Engineering or related technical discipline; or an equivalent combination of education and experience.
3 years' IT, call center, and other related experience.
Required Knowledge, Skills, and Abilities:
Knowledge of IT systems and applications; understanding of IT infrastructure and configurations.
Working knowledge of desktop productivity software applications to provide desktop support.
Knowledge of basic call/service center operating models and service delivery.
Knowledge of knowledge management design and development.
Ability to troubleshoot and maintain a complex network infrastructure.
Customer account and service management.
Ability to clearly communicate complex concepts to a wide audience.
Ability to build relationships and collaborate with individuals.
Excellent written and verbal communication skills.
Ability to resolve broad scope of issues from both technical and account management perspectives.
Technical experience managing operating systems.
Master's Degree in Computer Science, IT, Engineering or related technical discipline.
5 years combined IT and call center experience.
Posting Number: 19ST2228
Location: Cook (RU-New Brunswick)
Internal Number: 89750
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.