User Support Specialist II (Stratford)

New Jersey, United States
Salary Not Specified
Feb 16, 2021
Employment Type
Full Time

User Support Specialist II


Supports the client community in the effective access and use of University information resources and compliance with infrastructure and operating standards.

Essential Duties & Responsibilities:

Provides general problem diagnosis and support for departmental LANs and workgroups.

Installs system, network and application software. Installs workstation hardware. Performs complex hardware repairs. Maintains component level PC knowledge. Understands imaging techniques for bulk hardware deployments.

Develops and able to conduct workshops and training programs for associated course materials.

Prepares documentation and informational materials for non-technical users.

Understands and follows industry trends in workstation architecture, peripheral equipment, communications interfaces and underlying standards. Combines this knowledge with understanding of University requirements and cultural considerations to influence the development of new resources and opportunities for the end-user community.

Assists clients in understanding and accessing network-connected resources at all levels with the University's network. Stays current with IRT standards and technology direction.

Evaluates and recommends hardware, software and related support tools to the user community in alignment with IRT Standards.

Relates with the end-user community in a manner that promotes confidence in the client and the image of IRT as a professional service-oriented organization.

Performs tuning, monitoring and trend analysis for workstation equipment and associated LAN-based operating systems. Develops and maintains application and system documentation.

Understands IRT policies, operating procedures and standards and applies them as appropriate.

Collects data from the user community to assist in the evaluation of IRT service delivery activities.

Assist with the support of academic software, i.e. Blackboard, Canvas, Exemplify and Echo360 knowledge preferable.

Directly supports faculty, staff and student in Academic and Educational Technology with creating support materials; develops and supports web-based courses and websites, documenting all procedures.

Participates in training faculty and staff in best practices for presentations and other technologies.

Troubleshoots questions and problems related to the use of the course management system and online learning resources.

Must be flexible to work other shifts, as needed, i.e. occasional evening/weekend or early morning work may be required.

Understands and adheres to ROWAN's compliance standards as they appear in ROWAN's Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.

Keeps abreast of all federal, state and ROWAN regulations, laws and policies as they presently exist and as they change or are modified.

Performs other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Bachelor's Degree in Computer Science, Engineering or Business Administration. Four (4) years of progressive experience supporting end-user computing. Understanding of Active Directory management, scripting technologies and imaging techniques preferred. Effective oral and written communications skills. Knowledge of industry standards and trends. Knowledge of modern connectivity methods and practices. Ability to develop and manage project work plans. Demonstrated ability to identify and solve problems. Demonstrated interpersonal skills suitable for "service environment". Knowledge and experience in distributing computing environments. Mechanical skills appropriate to desktop computer support.

Note: Only completed, online applications submitted on or before the deadline will be considered.

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