Rutgers, The State University of New Jersey is seeking a Field Service Engineer IV for the Office of Information Technology at the Rutgers Robert Wood Johnson Medical School.
The primary purpose of the Field Service Engineer IV position is to provide the highest level of technical software, hardware and network problem resolution to all Rutgers Robert Wood Johnson Medical School faculty, staff and students by performing question/problem diagnosis and guiding users through step by step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; assist Network Technicians; troubleshoot network printer problems; pass more complex end-user problems, if necessary, on to Manager, Technical Support Operations; and perform related work as required.
Among the key duties of this position are the following:
Identifies, diagnoses, and resolves Level Two problems for users of the personal computer software and hardware, RWJMS network, and new computer technology in a call center environment; communicates solutions to end-users
Provides one-on-one end-user problem resolution remotely or in person for RWJMS end user environment
Delivers, tags, sets up, and assists in the configuration of end-user computer desktop and laptop hardware, software and peripherals
Diagnoses and resolves end-user network or local printer problems, computer hardware/software problems, e-mail, Internet, and local-area network access problems, mobile devices (Smartphones and tablets), RWJMS approved applications
Coordinates timely repair or replacement of current hardware (desktop, laptop, printer, mobility) and critical software upgrades covered by third-party vendor maintenance agreements
Responsible to carry RBHS communication device at all times and respond quickly for urgent issues pertaining to RWJMS critical mission areas.
Provides timely and efficient responses to customer inquiries and escalates to tech lead to assist with resolution as necessary.
Minimum Education and Experience:
Bachelor's Degree in Computer Science, Engineering or Business Administration
Five (5) years of progressive experience supporting end-user computing
A+ MCDST and MCP certifications and remote desktop experience are required
Imagining, virtual desktops, and creating packages experience
Equivalent education, experience and/or training may be substituted for the degree requirement
Required Knowledge, Skills, and Abilities:
Must have general PC and Mac knowledge
Mechanical skills appropriate to perform higher-level computer troubleshooting practices
Demonstrated ability to keep up with all industry standards and trends pertaining to current technology within Robert Wood Johnson Medical School
Experience with imaging software, thin client technology, and general networking concepts such as IP stacks and wireless
The candidate should possess experience in delivering technical and/or analytical support to administrative, research, clinical and community missions within a biomedical, academic environment.
A general computing knowledge in the following areas is necessary: Windows, Mac, (desktop, laptop and tablet), networking desktop and laptops computers using IP stack, Configure Local and Network printer (HP Jet Direct), Smartphone and other mobile technology, and software encryption
Must have experience with Symatec Antivirus and Virtual Private Networks
Experience with a Microsoft domain infrastructure, configuring laptops, smartphone's, and tablets for wireless network and email (MS Outlook).
Must keep abreast of industry trends and changes in software and hardware technologies in order to improve service levels and advance the use of appropriate technologies
Demonstrated strong communication skills and the ability to work effectively in a healthcare and educational environment
Demonstrated team orientation, flexibility and ability to be focused on meeting the mission needs of a diverse user community and sensitivity to, and respect for, a diverse population
Demonstrated ability to train, mentor and lead less experienced staff
Must be able to work a flexible schedule
Posting Number: 19ST4359
Location: Downtown New Brunswick
Internal Number: 102862
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.