IST Customer Support Analyst I

🇺🇸 Hybrid - Piscataway, NJ 🕑 Full-Time 💰 $39 - $56 per Hour 💻 Customer Support 🗓️ May 16th, 2026

Edtech.com's Summary

Rutgers University is hiring an IST Customer Support Analyst I. This role involves providing multi-channel help desk support to university faculty, staff, and guests, overseeing student staff, maintaining support documentation, and delivering advanced support for email, NetID, and other IT services. The position also includes troubleshooting technical issues, participating in committees, and coordinating training and communications within the Office of Information Technology's Enterprise Service Delivery.

Highlights

Provide tiered IT support via phone, email, and in-person for Rutgers University faculty, staff, and guests.
Lead and coach student workers while ensuring consistency in support services.
Maintain and coordinate training and support documentation for OIT services.
Troubleshoot technical issues, escalate as needed, and communicate updates to management and affected users.
Deliver advanced support for non-traditional NetIDs, guest accounts, and mailing list services (Mailman).
Required skills include customer service, Microsoft Suite, Active Directory, VPN, remote support software, VOIP, Citrix, antivirus, and call logging.
Minimum qualifications require a Bachelor's degree plus four years of IT customer support experience or equivalent education/training.
Preferred experience includes technical support in a university IT environment and leadership of student staff.
Salary range: $39.04 to $55.86 per hour depending on experience and qualifications.
Supports the Rutgers Biomedical and Health Sciences campus and participates in hybrid work arrangements subject to approval.