User Support Specialist IV (PART-TIME)

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link.Job Category: Staff & Executive - Information TechnologyDepartment: OIT-EI TelecommunicationsOverview

Rutgers, The State University of New Jersey, is seeking a User Support Specialist IV (PART-TIME) for the Office of Information Technology. Reporting to the Director, Information Technology, the User Support Specialist IV is a highly skilled professional supporting the Rutgers University Voice Services unified communications platform with over 25,000 Cisco Endpoints across multiple campuses.Key Responsibilities

Processes thousands of ServiceNow tickets, voice help desk calls and emails.Manages and processes ServiceNow voice communications requests and incidents for help desk calls and emails.Dispatches Voice Technicians on repair/installation tickets related to Cisco VoIP Telephone Moves, adds, and changes.Completes software moves, adds, changes and disconnects within the Cisco Call Manager (VoIP) System and Cisco Unity Voice Mail system as requested.Maintains the voice communications departmental database on ServiceNow.Interfaces with OIT Finance for billing issues related to installation, changes and disconnects.Assists in the development, testing and maintenance for all telecommunications equipment.Escalates Five9 Call Center tickets to Five9 Support and Admin groups.Handles Internet Television (IPTV) service activation requests and follow up with clients as needed.Understands and adheres to Rutgers’ compliance standards as they appear in Rutgers’ Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.Performs other related duties as assigned.Minimum Qualifications

Bachelor’s Degree plus 1 year in telecommunications support and customer services. Equivalent education, experience, and/or training may be substituted for the degree requirements.Required Knowledge, Skills, and Abilities

Familiarity with Cisco Call Manager and Cisco Unity Messaging Systems.Familiarity with Carrier Service Companies such as Verizon, AT&T, and Windstream.Familiarity with ServiceNow with a high-volume of Requests and Incidents.Familiarity with Telecommunication Systems customer service orders and billing processes.Telecommunications Technician dispatching and tracking.Preferred Qualifications

Experience in a Higher Education technology environment preferred.Physical Demands and Work Environment

Standing, sitting, walking, talking or hearing.No special vision requirements.Special Instructions to Applicants

All offers of employment are contingent upon successful completion of all pre-employment screenings.Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law.Required Documents

Resume/CVCover Letter/Letter of Application

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