User Support Specialist

William Paterson University of New Jersey • Wayne, NJ

343d • $54,351 - $61,783 • Hybrid

About The Position

William Paterson University invites you to join a wonderful community to learn, work, grow, and thrive. Recognized by Forbes as one of the best-ranked employers in New Jersey for 2024, WP is committed to supporting and elevating women employees and has been honored with a 2024 NJBIZ Empowering Women Award. The university employs approximately 1000 full-time employees across various roles and supports a remote-friendly hybrid work schedule. Employees enjoy a four-day summer work week from mid-May to mid-August, participating in an award-winning Summer Learning series. The campus, spanning over 400 wooded acres in suburban Wayne, New Jersey, is one of the most diverse in the nation and ranks in the top 4 percent of colleges for social mobility. The User Support Specialist (PSS4, CS) will provide support to the university community in the use of technology services and maintain university computing resources.

Requirements

• A Bachelor's Degree from an accredited college or university is required, preferably in Computer Science or Computer Information Technology (or a related discipline) with consideration for experience in lieu of preferred major.
• One year's equivalent experience working within an Information Technology or technology support/help desk group in a large enterprise environment.
• Experience with reviewing and resolving support requests via phone and helpdesk ticket queue systems.
• Supporting faculty, staff and students both in-person and remotely utilizing software such as SCCM, remote support tools, and web conferencing software.
• Troubleshooting, repairing, and maintaining computer hardware including multifunction devices.
• Experience troubleshooting Windows, macOS, iOS, Android, Microsoft Active Directory, Office 365 tools, and network connectivity issues in an enterprise environment.
• Imaging, backup and deployment of computer hardware and software packages.
• Documenting issues and ensuring escalation as needed, while communicating with all parties involved effectively and efficiently.
• Be customer focused, detail-oriented, agile, self-driven and demonstrate the interpersonal and communication skills necessary to thrive in a dynamic team environment.
• Ability to lift/move equipment up to 50 lbs.
• Must possess a valid driver's license.

Nice To Haves

• Experience in an Information Technology or helpdesk environment at a higher education institution.
• Experience with Active Directory account management (account permissions), multifactor authentication admin portals, and account compromise monitoring and mitigation tools.

Responsibilities

• Providing technical support to members of the university community through a combination of in-person and remote support facilitated by remote assistance tools.
• Monitoring and coordinating support and service for help desk phone and ticket requests.
• Providing support for University technology hardware and software (Windows and macOS), working cooperatively with various IT staff and campus community members to successfully resolve issues.
• Providing in-person technical support and setup assistance for campus events and meetings of various groups of university stakeholders.
• Maintaining IT asset databases for university computer hardware, software, telecommunications equipment, and multifunction devices.
• Communicating effectively with clients, colleagues, and additional stakeholders.
• Maintaining both public (self-service technical documentation, public web content) and internal technical support documentation.
• Working with the IT Student Program Coordinator to support and develop the student Technology Assistant Team knowledge of technical and University policies and procedures.
• Coordinating and managing the maintenance and repair of the university multifunction device fleet. Document and escalate issues as needed, maintain fleet consumables and coordinate moves and maintenance.
• Acting as a backup for various roles and responsibilities including but not limited to review/response/escalation of Microsoft Cloud App Security alerts and Identity Access management activities (account provisioning, onboarding/offboarding).
• Acting as contributor for IT social media presences.
• Maintain university owned vehicle.

Benefits

• Hybrid work schedule
• Four-day summer work week from mid-May to mid-August
• Award-winning Summer Learning series
• Commitment to social mobility for employees
• Diversity and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Bachelor's degree