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Attention Previous Applicants – On Thursday, September 14, 2017, Rowan University transitioned to a new hiring system. Previous applicants will need to create a new applicant profile for any new applications.

Rowan University is a Carnegie-classified Doctoral University (Moderate Research Activity) with approximately 19,000 students. Its main campus is located in Glassboro, N.J., 20 miles southeast of Philadelphia, with additional campuses in Camden and Stratford. The University comprises seven academic colleges and five schools—the William G. Rohrer College of Business; the Henry M. Rowan College of Engineering; the Colleges of Communication and Creative Arts, Education, Humanities and Social Sciences, Performing Arts, and Science and Mathematics; the Cooper Medical School of Rowan University; the Rowan University School of Osteopathic Medicine; the Graduate School of Biomedical Sciences; the School of Health Professions; and the School of Earth and Environment—with an Honors College that spans across disciplines. Rowan is one of two public universities in the country to offer M.D. and D.O. medical degree programs. The institution is also home to the South Jersey Technology Park, which fosters the translation of applied research into commercial products and processes. Rowan has been recognized as one of the top 90 public research universities and the 7th fastest growing research institution in the nation.

Rowan University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. For the complete Rowan University non-discrimination and affirmative action policy see: https://sites.rowan.edu/equity/_docs/policies/eeo-statement.pdf.

 

Support Desk Analyst/PSS4-CS, IRT-Technology Support

Apply now Job no: 493067
Work type: Regular full time
Location: Glassboro, New Jersey
Categories: Professional

Description:

  • Under the direction of the Support Desk Director, this position will work as part of a team that is responsible for responding to telephone, email and chat requests for technology assistance.
  • The responsibilities are primarily focused on resolving basic computer, networking and telecom problems, gathering information from clients, submitting and responding to service requests in the work-order system, and assigning more difficult problems and issues to the applicable Network and System Services personnel.  This position will need strong problem solving skills to diagnose and resolve difficult problems. Additionally, they will be required to document solutions to common support questions.

Experience Requirement:

  • One (1) or more years of applicable, professional-level experience providing telephone, email and chat technical support to customers.

Education Requirement:

  • Bachelor’s degree from an accredited college or university.  
  • Note: Applicants who do not possess the required education may substitute applicable, professional-level experience on a year-for-year basis. Therefore, to qualify under the substitution allowance at this level, candidates must possess a total of at least five (5) years of applicable, professional-level experience.

Qualifications:

  • Customer Service Skills
    • Excellent customer service skills and the ability to provide professional and courteous service.
    • Ability to explain customer concepts to a diverse set of users including faculty, staff, and students is a must.
    • Ability to interpret verbal information and synthesize it into a clear, concise verbal and or written statement.
  • Technical Skills
    • Proficient with computer and knowledgeable of Operating Systems including Windows 7, 8, 10 and Mac.
    • Thorough knowledge of software applications such as Microsoft Office and popular web browsers.
    • Knowledge-virus software, basic firewall, and other security applications.
    • Ability to quickly learn computer-based applications and information.
  • Problem Solving Skills
    • Strong critical thinking skills to diagnose problems.
    • Ability to break down problems to identify causes and effects to determine the likely root cause.

Hours:

  • 12:00pm - 8:00pm
  • There are also option weekends (e.g. Move-in Weekend) when this position may also work.

Salary:

  • P18

Notes:

  • Only completed, online applications submitted on or before the deadline will be considered. 
  • Additional evening, weekend, and holiday work may be required for this position. 

Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time

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Support Desk Analyst/PSS4-CS, IRT-Technology Support Glassboro, New Jersey

Rowan University is committed to assisting all members of the Rowan community in providing for their own safety and security. The Annual Security and Fire Safety Report is available on the Department of Public Safety website at: https://sites.rowan.edu/publicsafety/_docs/annual_security_report.pdf

If you would like to receive a hard copy of the Annual Security and Fire Safety Report which contains this information, you can stop by the Department of Public Safety Office, located at Bole Hall Annex, 201 Mullica Hill Road, Glassboro, NJ 08028 or you can request that a copy be mailed to you by calling (856) 256-4562 or 4506. The report contains information regarding campus security and personal safety including topics such as: crime prevention, public safety authority, crime reporting policies, fire safety, disciplinary procedures and other matters of importance related to security on campus. The report also contains information about fire statistics in Rowan University Residential Facilities and crime statistics for the three previous calendar years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by the University; and on public property within, or immediately adjacent to and accessible from the campus. This information is required by federal law, Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act or "Clery Act" and is provided by the Rowan University Department of Public Safety.

All positions are contingent upon budget appropriations.