Title: User Services Support Specialist Department: User Services & Technologies Reports To: Director User Services and Technologies Position Type: Staff Position Summary: This position is principally responsible for providing advanced (Level II and III) support for general and specialized IT user services, their supporting systems, and associated technologies - endpoints in particular. This position provides wide-ranging support that includes, but is not limited to, direct assistance and advanced consultation with students, faculty, and staff; problem identification and resolution using deductive reasoning; hardware and software evaluation, specification, installation and configuration; developing and conducting end-user training, including online documentation and media, and individual/group sessions. The position works closely with students, faculty and staff at all levels of the university including senior administration; is expected to exhibit a high level of creative problem solving ability, resourcefulness, independent thinking and is able to work on fairly complex IT services with only general direction; operates under deadlines and is capable of handling several assignments concurrently with an appropriate sense of urgency and aim to restore “normal service” for users as quickly as possible. To this end, the position collaborates with colleagues throughout the IST Division as necessary; follows ITIL-based best practices in the support of IT user services; provides guidance, training, and tools to the Service Desk for resolving Level I issues with IT user services; documents and tracks all work using the university’s ITSM suite. Essential Functions: 1. Deliver highly specialized technical support for user-facing IT services, primarily via the service request fulfillment and incident management (SR/I) processes. This includes technical assistance, root-cause analysis, outreach and consulting, software and hardware installation, maintenance, support, repair, and renewal. 2. Resolve Level II and Level III Service Desk issues by assisting, consulting, and providing outreach to students, faculty, and staff. Emphasis will be on the use of and resolution of IT incidents (break/fix) and user services technologies. 3. Tests and installs software packages for administrative and academic uses, including building and deploying specialized software images for computer labs. 4. Clearly document all work using the university’s ITSM suite 5. Create, design, and develop documentation, tutorials, web pages and other formats that help members of the university community better understand and leverage IT services available at NJIT. 6. Train Service Desk Team for Level I and II support of IT services and supporting systems. 7. Maintains a close working relationship with the other teams that make up the User Services and Technologies department, this includes the Emerging Technologies and Service Desk groups. 8. Partner with other central technology units to resolve advanced issues in specialized topic areas and to develop and implement strategies that support the successful use of IT services at NJIT. Additional Functions: 1. Keep current with emerging technologies, new products, methodologies, applications and trends in the context of college and university IT services. 2. Provides assistance to others in the implementation of emerging technologies to support the creation and maintenance of teaching and learning spaces. 3. Work on specialized projects, complex projects and other duties as assigned. Prerequisite Qualifications: 1. Bachelor's degree in computer science, information technology, or a related field 2. 0-2 years of information technology support experience 3. Demonstrated ability to diagnose general purpose IT problems and develop creative solutions 4. Experience in the set-up, configuration, usage, operation, and basic troubleshooting and repair of personal computing devices (e.g. Windows, Mac OS X, Linux, iOS and Android). 5. Excellent oral and written communication skills including experience discussing/explaining technical topics to diverse audiences 6. Superior customer service and support skills, demonstrating the ability to interact with non-technical users and assist them in resolving technical issues 7. Proven ability to work in a team environment. 8. At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position. Preferred Qualifications: 1. Experience supporting information technology in a higher education environment. 2. Experience providing personalized/high touch support to senior executives. 3. Current A+ certification. 4. ITIL Foundation certification. Bargaining Unit: PSA Range/Band: 23 FLSA: Exempt Full-Time