Rutgers, The State University of New Jersey, is seeking a User Support Services Specialist for the Center for Online & Hybrid Learning and Instructional Technologies. This position reports to the Manager – User Services. The User Support Services Specialist serves as a solutions provider to the Rutgers University – Teaching & Learning with Technology and Education Technology user community to ensure proper delivery and use of central systems and services consistent with agreed upon service levels.
Among the key duties of this position are the following:
Works with managers and technical staff to provide support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks and monitors the problem to ensure a timely resolution.
Manages major services, including Canvas, Moodle, & Sakai Learning Management Systems, Big Blue Button & Blackboard Collaborate Web Conferencing, Turnitin, Kaltura Video Streaming, among other instructional technologies.
Assists with maintenance of Teaching & Learning with Technology and Education Technology documentation, especially those dealing with services, system status, and statistics. Generate reports as assigned. Performs other duties as assigned.
Minimum Education and Experience:
Requires a bachelor's degree or an equivalent combination of education and/or experience
Required Knowledge, Skills, and Abilities:
Strong information technology skills, knowledge and experience
Good communication and documentation skills
Must have ability to handle multiple, shifting priorities and work cooperatively in a team environment.
A strong understanding of Canvas, Moodle, Sakai, Big Blue Button, Google Business Solutions, and Business Intelligence tools
A strong understanding of Unix, Linux, email and web servers, storage, networking, and Oracle is helpful
Experience with project and service management
Experience working in higher education environment
Professional experience with Learning Management Systems, such as Canvas, Moodle, Sakai, or Blackboard is strongly desired.
Must be familiar and comfortable using web based tools and software
Posting Number: 18ST1432
Location: Downtown New Brunswick
Internal Number: 64974
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.