Rutgers, The State University of New Jersey Looking for Field Service Engineer III Full Time

Job Category

Staff & Executive – Information Technology

Overview

New Jersey’s academic health center, Rutgers Biomedical and Health Sciences (RBHS) takes an integrated approach to educating students, providing clinical care, and conducting research, all with the goal of improving human health. Aligned with Rutgers University-New Brunswick and collaborating university wide, RBHS includes eight schools, a behavioral health network, and five centers and institutes that focus on cancer treatment and research, neuroscience, advanced biotechnology and medicine, environmental and occupational health, and health care policy and aging research.

Our faculty are teachers, clinicians, and scientists with unparalleled experience who advance medical innovation and provide patient care informed by the latest research findings. We offer an outstanding education in medicine, dentistry, pharmacy, public health, nursing, biomedical research, and the full spectrum of allied health careers.

Our clinical and academic facilities are located throughout the state-at Rutgers University-New Brunswick, including Piscataway; and at locations in Newark, Scotch Plains, Somerset, Stratford, and other locations. Clinical partners include Robert Wood Johnson University Hospital in New Brunswick, Newark’s University Hospital in Newark, and other affiliates.

Through this community of healers, scientists, and scholars, Rutgers is equipped as never before to transform lives.

Posting Summary

Rutgers, The State University of New Jersey, is seeking a Field Service Engineer III for the Office of Information Technology at the Robert Wood Johnson Medical School.

The primary purpose of the Field Service Engineer III position is to provide technical software, hardware and network problem resolution to all Rutgers Robert Wood Johnson Medical School faculty, staff and students by performing question/problem diagnosis and guiding users through step by step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; assist Network Technicians; troubleshoot network printer problems; pass more complex end-user problems, if necessary, on to Manager, Technical Support Operations; and perform related work as required. Identify, troubleshoot and resolve a wide range of technical related problems; make the distinction between Level One and Level Two end-user problems; identify, evaluate and solve end-user workstation problems; support end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. 

Among the key duties of this position are the following:

• Relates with the end-user community in a manner that promotes confidence in the client and the image of Robert Wood Johnson Medical School – Office of Information Technology as a professional service-oriented organization.  
• Identifies, diagnoses, and resolves Level Two problems for users of the personal computer software and hardware, RWJMS network, and new computer technology in a call center environment; communicates solutions to end-users. 
• Provides one-on-one end-user problem resolution remotely or in person for RWJMS end user environment.
• Delivers, tags, sets up, and assists in the configuration of end-user computer desktop and laptop hardware, software and peripherals. 
• Diagnoses and resolves end-user network or local printer problems, computer hardware/software problems, e-mail, Internet, and local-area network access problems, mobile devices (Smartphones and tablets), RWJMS approved applications. 
• Coordinates timely repair or replacement of current hardware (desktop, laptop, printer, mobility) and critical software upgrades covered by third-party vendor maintenance agreements. 

Position Status: Full Time

Work Arrangement

This position requires a fully on-site work arrangement. 

FLSA: Nonexempt

Grade: 24B

Annual Minimum Salary: 33.900

Annual Mid Range Salary: 40.620

Annual Maximum Salary: 48.210

Standard Hours: 37.50

Union Description: HPAE, Local 5094

Payroll Designation: PeopleSoft

Benefits

Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to http://uhr.rutgers.edu/benefits/benefits-overview.
Rutgers also offers a benefit program to eligible full-time postdoctoral fellow students. For details, please go to https://finance.rutgers.edu/healthcare-risk/insurance/postdoctoral-health-insurance.

Terms of Appointment: Staff – 12 month

Position Pension Eligibility: ABP

Minimum Education and Experience

• Bachelor’s Degree in Computer Science, Engineering or Business Administration plus three (3) years of progressive experience supporting end-user computing.   
• Experience with imaging software, thin client technology, and general networking concepts such as IP stacks and wireless. 
• The candidate should possess experience in delivering technical and/or analytical support to administrative, research, clinical and community missions within a biomedical, academic environment. 
• The level of technical support required must coincide with years of experience.
• Must have experience with Symatec Antivirus and Virtual Private Networks. 
• Experience with a Microsoft domain infrastructure, configuring laptops, smartphone’s, and tablets for wireless network and email (MS Outlook). 
• Equivalent education, experience and/or training may be substituted for the degree requirement. 

Required Knowledge, Skills, and Abilities

• Must have general PC and Mac knowledge. 
• Mechanical skills appropriate to perform the entry level computer troubleshooting practices.  
• Demonstrated ability to keep up with all industry standards and trends pertaining to current technology within Robert Wood Johnson Medical School is required.  
• A general computing knowledge in the following areas is necessary: Windows, Mac, (desktop, laptop and tablet), networking desktop and laptops computers using IP stack, Configure Local and Network printer (HP Jet Direct), Smartphone and other mobile technology, and software encryption. 
• Must keep abreast of industry trends and changes in software and hardware technologies in order to improve service levels and advance the use of appropriate technologies. Demonstrated strong communication skills and the ability to work effectively in a healthcare and educational environment are necessary.  
• Demonstrated team orientation, flexibility and ability to be focused on meeting the mission needs of a diverse user community and sensitivity to, and respect for, a diverse population.  Must be able to work a flexible schedule.  

Preferred Qualifications

• Help Desk Institute’s Customer Support Specialist (CSS), A+ certificate, Microsoft Certified Professional (MCP) and/or Microsoft Certified Systems Administrator (MCSA).

Physical Demands and Work Environment

• Physical Demands: The Field Service Engineer III will on a routine and daily basis, be required to sit or stand for prolonged periods of time.  The Field Service Engineer III may be required to lift, move or carry computer equipment up to fifty pounds.  In certain situations the Field Service Engineer III may be required to bend, kneel, and crawl under desks and cabinets.  Incumbent may occasionally be exposed to allergens while performing essential functions of the job, however, protective gear is provided and its use recommended. 
• Work Environment: Office environment.  Moderate noise. 

Regional Campus: Rutgers Biomedical and Health Sciences (RBHS)

Home Location Campus: Downtown New Brunswick

City

New Brunswick

State

NJ