Support Desk Analyst/PSS4, CS (IRT Support Desk)

Glassboro, New Jersey
Mar 16, 2017
Institution Type
Four-Year Institution
Rowan University is a public comprehensive state-designated research institution with approximately 16,000 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 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. 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 100 public universities in the nation and is ranked third among public institutions in the North by U.S. News & World Report.

Description: Under the direction of the Support Desk Coordinator, this position will work as part of a team that is responsible for responding to telephone, e-mail, and in-person 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 appropriate 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.

Work hours are Monday through Friday, 12:00 noon - 8:00pm.

Required Education:

  • Bachelor's degree from an accredited college or university in a related field.
  • NOTE: Applicants who do not possess the required education may substitute relevant professional-level experience on a year-for-year basis. Therefore, to use this substitution, applicants must have a total of five (5) years of applicable professional-level experience.

Required Experience:

  • One (1) year of applicable professional experience providing telephone, email or in-person technical support.

Customer Service Skills:

  • Excellent customer service skills and the ability to provide professional and courteous service.
  • Experience providing technical support over the phone and via email is required.
  • Ability to explain computer concepts to a diverse set of users including faculty, staff and students.
  • Demonstrated ability to interpret verbal information and synthesize it into a clear, concise, written statements.
  • Ability to take direction and work well in a team environment.

Technical Skills:

  • Proficient with computers and knowledgeable of Operating Systems including Windows 10, Windows 8, Windows 7 and Mac OS X.
  • Thorough knowledge of software applications, such as Microsoft Office and popular web browsers.
  • Knowledge of anti-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.

Rowan University values diversity and is committed to equal opportunity in employment.

All positions are contingent upon budget appropriations.