User Support Specialist II

About the Role

This position performs client support, education and PC system troubleshooting for the hospital enterprise. Will utilize hardware and software tools; interact with customers via phone, email and in person; performs hardware and software diagnostics to resolve problems and identifies issues for appropriate escalation. May assist with managing and evaluating all aspects of the server/system architecture to ensure optimal network reliability, security, data integrity inter-operability with third party systems and applications.

What You’ll Do

• Document, track, monitor and respond to incident tickets through the service desk system; manage work order queue appropriately to ensure timely escalation and response to users.
• Meets and/or exceeds all Service Level Agreement (SLA) expectations as defined by IST.
• Prioritizes support calls using enterprise ticketing system and manages tickets with frequent updates while escalating aging tickets.
• Assists in the administration and deployment of centrally managed and mandated workstation software to include any desktop management software, anti-virus software and monthly security patches.
• Ensures workstation anti-virus and security patch updates are maintained at the most current levels.
• Communicates effectively, conducts user education, and prepares documentation of procedures and tasks associated with application and system use.
• Develops, supports and maintains documentation and procedures as needed to provide the necessary support and training to other IST team members.

What You’ll Bring

Required:

• Bachelor’s degree in Computer Science, Engineering, Business Administration, Math or Electrical Engineering, or other related field.
• Requires a minimum three (3) years’ experience in Information Services in a technical or analytical capacity.
• Must possess a solid understanding of PCs, servers, distributed computing environments and integrated communication concepts.
• Experience in Windows Server Technologies, Active Directory, Network Services and Security. Knowledge of security standards and best practices.
• Familiarity with configuration management applications.
• Ability to develop and manage project work plans.
• Ability to work occasional after hours and weekend schedules when needed.
• Excellent interpersonal, organizational, oral and written communication skills.
• Capable of functioning in a team environment. Equivalent education, experience and/or training may be substituted for the degree requirements.

Preferred:

• Experience in the healthcare field is preferred.

What We Offer

• Paid Time Off (PTO)
• Medical & Prescription Drug Coverage
• Dental & Vision Insurance
• Health Savings Account (HSA) & Flexible Spending Account (FSA)
• Short- & Long-Term Disability Insurance
• Pension Plan
• Pet Insurance
• Employee Assistance Program (EAP)
• Professional Development

Compensation

The expected salary range for this position is PS28S: $81,000.00 - $97,783.00 - $116,589.00 per year, in accordance with the New Jersey Pay Transparency Law; final compensation will be commensurate with experience and qualifications.

About Us

University Hospital is one of the nation’s leading academic medical centers. As the principal teaching affiliate of Rutgers New Jersey Medical School and the only state-certified Level 1 Trauma Center in Northern New Jersey, University Hospital is training the next generation of physicians and advancing science to discovery while taking exceptional care of patients, regardless of their financial situation.

Apply Today

We encourage candidates from all backgrounds to apply. If you want to grow your career in healthcare while serving a vibrant community, we’d love to meet you.

University Hospital offers a competitive salary & comprehensive benefits package. Affirmative Action/Equal Opportunity Employer, M/F/D/V. For more information, visit  www.uhnj.org/hrweb.