Professional Services Specialist IV, Computer Services
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Office of Computer and Information Services (OCIS)
Help Desk Analyst *Multiple Positions*
Under the supervision of the Managing Assistant Director of Technical Services, Desktop Support and the Associate Director, Technical Services, the Help Desk Analyst (Professional Services Specialist IV, Computer Services) provides technical support for day-to-day issues reported to the University’s Help Desk. Responsibilities include, but are not limited to: providing technical assistance and support via phone, email and chat related to the installation, configuration, maintenance and troubleshooting of computer systems, hardware and software. In-person support will also be required. These positions are based at the Union, NJ campus but support other campus locations in New Jersey and in Wenzhou, China. Positions require travel and a flexible schedule including evening and weekend hours.
These are not remote positions and require a physical presence on campus as determined by the Supervisor. They require working on campus during the COVID-19 pandemic and interacting directly with students following all procedures and protocols set forth in the University’s Restart Plan and any procedures/protocols created through additional correspondence. The employee must have the ability to wear a face covering for the duration of the workday during the COVID pandemic or as determined by university protocol.
Qualifications: Graduation from an accredited college with a Bachelor’s degree is required. Applicants who do not possess the required education may substitute experience on a year for year basis. Preferred qualifications include: a Bachelor’s degree in IT, Computer Science or a related field; two or more years of Help Desk support experience, including knowledge of helpdesk solutions such as an IT ticketing system and remote support tools; experience with Active Directory, Windows 7/10, MS Office, Google Workspace, MAC, iPhone, iPad, Android; and knowledge of higher education software packages including, but not limited to: Ellucian Colleague, Blackboard Learn, TurnItIn and Google-G Suite for Higher Education. A+, Network+ and/or Microsoft Certifications are a plus. Excellent oral and written communication skills are essential.
The selected candidates will be required to pass a four (4) month Working Test Period to become eligible for a regular appointment.
Official transcripts for all degrees are required prior to appointment.
Kean University complies with the New Jersey First Act (Senate Bill No. 1730, P.L. 2011, Chapter 70). Any individual newly hired by Kean University will be required to abide by this law and establish a principal residence in New Jersey. New employees will have a full 365 days to establish such residence, from the effective date of hire.
In compliance with the Americans with Disabilities Act (ADA), if you have a disability and would like to request an accommodation in order to apply for a position, please refer to Section III.A. of our Reasonable Accommodations Policy & Procedures .
Diversity & Non-Discrimination Statement
Kean University is committed to establishing and maintaining a diverse campus community through inclusive excellence and equal opportunity. Kean’s commitment to access and equity is designed to prepare each graduate to not only thrive, but climb higher in a diverse world. As an affirmative action, equal opportunity institution we work to support a campus-wide agenda to foster a community that both values and promotes the diversity and equity of all students, faculty, staff, administrators, and beyond.
Kean University is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer