What are the responsibilities and job description for the User Support Specialist position at William Paterson University?
Thank you for your interest in working at William Paterson University.
We invite you to join William Paterson University: a wonderful community to learn, work, grow, and thrive. William Paterson University has been named to Forbes’ prestigious “Best Employers by State” list for 2024, recognizing the institution as one of the best-ranked employers in New Jersey based on nationwide surveys. WP is one of four education institutions on the Garden State’s list this year. Here is the link to the article forbes-best-in-state-employers-new-jersey-2024. William Paterson University is among more than 40 companies and organizations that will be honored with a 2024 NJBIZ Empowering Women Award for their commitment to supporting and elevating women employees.
William Paterson University employs approximately 1000 full time employees in the state who work in a variety of positions ranging from professors to administrative assistants and administrators, physical plant operations, campus police, athletics coaches, academic advisors, and more. William Paterson University supports a remote friendly hybrid work schedule for this role. William Paterson also boasts a four-day summer work week from mid-May to mid-August (Fridays off), during which all employees participate in our award-winning Summer Learning series.
Spanning more than 400 wooded acres in suburban Wayne, New Jersey – just 20 miles from New York City – our campus is one of the most diverse in the nation and it ranks in the top 4 percent of colleges for social mobility. William Paterson is a strong proponent of employees growing their careers there. More than fifty percent of the University’s roles are filled by promotions from within. We’re not only committed to social mobility for our students, but also for our employees.
Your work as a member of our team is important to our students and to the progress of our University. What you do here matters, and we value every contribution.
Under the supervision of the Assistant Director of User Support within the Information Technology organization, the User Support Specialist (PSS4, CS) is responsible for providing support to the University community in the use of university technology services and maintaining and servicing university computing resources.
Responsibilities include but are not limited to:
- Providing technical support to members of the university community through a combination of in-person and remote support facilitated by remote assistance tools.
- Monitoring and coordinating support and service for help desk phone and ticket requests
- Providing support for University technology hardware and software (Windows and macOS), working cooperatively with various IT staff and campus community members to successfully resolve issues.
- Providing in-person technical support and setup assistance for campus events and meetings of various groups of university stakeholders.
- Maintaining IT asset databases for university computer hardware, software, telecommunications equipment, and multifunction devices
- Communicating effectively with clients, colleagues, and additional stakeholders
- Maintaining both public (self-service technical documentation, public web content) and internal technical support documentation
- Working with the IT Student Program Coordinator to support and develop the student Technology Assistant Team knowledge of technical and University policies and procedures.
- Coordinating and managing the maintenance and repair of the university multifunction device fleet. Document and escalate issues as needed, maintain fleet consumables and coordinate moves and maintenance.
- Acting as a backup for various roles and responsibilities including but not limited to review/response/escalation of Microsoft Cloud App Security alerts and Identity Access management activities (account provisioning, onboarding/offboarding).
- Acting as contributor for IT social media presences
- Maintain university owned vehicle.
This is a primarily on-campus position with hybrid remote work available depending upon institutional need.
Required qualifications:
- A Bachelor’s Degree from an accredited college or university is required. Preference for Computer Science or Computer Information Technology (or a related discipline) with consideration for experience in lieu of preferred major.
- One year’s equivalent experience working within an Information Technology or technology support/help desk group in a large enterprise environment. Competencies must include experience with:
- Reviewing and resolving support requests via phone and helpdesk ticket queue systems
- Supporting faculty, staff and students both in-person and remotely utilizing software such as SCCM, remote support tools, and web conferencing software.
- Troubleshooting, repairing, and maintaining computer hardware including multifunction devices
- Experience troubleshooting Windows, macOS, iOS, Android, Microsoft Active Directory, Office 365 tools, and network connectivity issues in an enterprise environment.
- Imaging, backup and deployment of computer hardware and software packages
- Documenting issues and ensuring escalation as needed, while communicating with all parties involved effectively and efficiently
- Be customer focused, detail-oriented, agile, self-driven and demonstrate the interpersonal and communication skills necessary to thrive in a dynamic team environment.
- Ability to lift/move equipment up to 50 lbs.
- Must possess a valid driver’s license.
Preferred Qualifications:
- Experience in an Information Technology or helpdesk environment at a higher education institution
- Experience with Active Directory account management (account permissions), multifactor authentication admin portals, and account compromise monitoring and mitigation tools
The Ideal Candidate will:
- Be customer focused, detail-oriented, agile and self-driven
- Demonstrate the robust interpersonal, communication, and customer service skills necessary to both thrive in a team environment and interact with diverse constituents in a way that displays care, portrays positivity and helps develop trusting workplace partnerships that support the department and institution’s core mission.
- Have a sense of personal drive that consistently focuses on achievement, task, and goal completion.
CWA Range 18 - Starting Salary - $54,351.05 - $61,783.99
Invitation to apply
Interested candidates will be prompted to: Complete an application and submit a cover letter
Submission of all documents listed is required for consideration.
- Please submit all documentation (cover letter, etc.) when prompted to upload your resume
General questions related to this application process, please contact
talent@wpunj.edu
Below is the link to the residency requirement that career service employees are subject to.
https://www.nj.gov/csc/about/news/2012/approved/20120131a.html
Total Rewards:
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William Paterson University is committed to protecting your privacy and will not sell your personal information.
EEO Statement
William Paterson University is dedicated to providing equal opportunities and equal access to all individuals regardless of race or ethnicity, sex/gender (including pregnancy), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, civil union status, familial status, religion, national origin or citizenship, military service status, or any other category protected by law. William Paterson University does not discriminate on the basis of any category stated above or as prohibited by applicable law. Individuals from historically underrepresented backgrounds are encouraged to apply.
For more information, visit
University Facts
Salary : $54,351 - $61,784
