User Support Specialist II

Ranked #46 in U.S. News & World Report's list of Best Public Colleges and Universities, Rutgers University-Camden is a diverse, research-intensive campus of approximately 6,100 students at the undergraduate, graduate, and doctoral levels and 1,100 faculty and staff members. Located in Camden, N.J., directly across the Delaware River from Philadelphia, the university is uniquely situated to serve the local community while achieving global reach. A U.S. Department of Education-designated Minority Serving Institution, the university thrives due to a supportive culture that helps students achieve their goals and fosters collaboration among employees. Rutgers-Camden is recognized as a national model for civically engaged urban universities and was selected by the Carnegie Foundation for the Advancement of Teaching for a Community Engagement classification. Washington Monthly magazine has ranked Rutgers University-Camden among its "Best Bang for the Buck" universities and best national research universities. Recently, Rutgers-Camden earned Carnegie classification as an R2 research university due to a high volume of internationally recognized research, creative output, and scholarly activity.

Rutgers University-Camden IT Department is seeking a skilled and customer service-oriented User Support Specialist II to provide comprehensive technical support for desktop computing, mobile technologies, classroom systems, and campus event technologies. The position supports faculty, staff, students, and guests by delivering high-quality technical assistance, troubleshooting hardware and software issues, supporting classroom and conference room technologies, and coordinating A/V and IT support for campus events and projects.
The incumbent will serve as a technical resource within RU-Camden IT and will collaborate with internal and external stakeholders to support instructional, operational, and event-related technology needs. This position requires strong technical knowledge, excellent communication skills, sound independent judgment, and the ability to manage multiple priorities in a fast-paced service environment.

The final salary offer may be determined by several factors, including, but not limited to, the candidate's qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university's broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.

Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include:

Consistent with the current application of Rutgers Policy 60.3.22, this position may be eligible for a hybrid work arrangement. The flexible work arrangements outlined in Rutgers Policy 60.3.22 are part of a pilot program that is effective September 1, 2022 through August 31, 2024. Therefore, there is no guarantee that this flexible work arrangement will continue beyond that date. Flexible work arrangements are not permanent, are subject to change or cancellation and contingent on the employee receiving approval in the FlexWork@RU Application System. Additional information may be found at https://futureofwork.rutgers.edu.

Bachelor's Degre in Computer Science, Information Technology, Communications, Media/Multimedia Arts, or a related field. Four (4) years of progressive experience supporting end-user computing, three (3) years of which must include working with and programming Extron Hardware and software. Extron Control Professional Certification is preferred. Experience with AV and digital medial support of important live events and/or media productions is required.

SKILLS: Must have knowledge of general PC operations, industry standards and trends, modern connectivity methods and practices, system tuning and trend analysis, and distributing computing environments. Must have effective oral and written communication skills, along with demonstrated interpersonal skills suitable for a "service environment". Must have the ability to handle multiple tasks with unexpected interruptions, as well as develop and manage project work plans. Must have demonstrated ability to identify and solve problems, and orientation towards and belief in high-quality user service by working effectively with clients and responding to their queries in a courteous and pleasant manner.

* Experience supporting classroom technologies, conference room systems, and audiovisual equipment.
* Familiarity with Extron programming tools and classroom control systems.
* Experience supporting technology implementations in higher education or similarly complex environments.
* Experience developing and delivering end-user technology training programs.
* Extron Control Professional Certification

PHYSICAL DEMANDS: Must be able to lift, push and move up to 50 pounds. Must be able climb a ladder. Must be able to install IT and A/V equipment in ceilings and other tight spaces.

WORK ENVIRONMENT: Utilize a flexible work schedule to provide event support during the day, at nights and on weekends as needed to support events on and off campus.