IST Customer Support Analyst I

🇺🇸 Hybrid - Piscataway, NJ 🕑 Full-Time 💰 $39 - $56 per Hour 💻 Customer Support 🗓️ May 24th, 2026

Edtech.com's Summary

Rutgers University is hiring an IST Customer Support Analyst I. This role involves providing tiered user support at the OIT Help Desk for university faculty, staff, and guests through multiple channels, overseeing student staff, maintaining documentation, and supporting advanced technical issues related to email, NetID, and other IT services.

Highlights

Provide tiered support for OIT services via phone, email, and in person to university faculty, staff, and guests.
Coordinate and document training and develop support documentation for OIT services.
Coach and develop student staff to ensure consistency in support quality.
Troubleshoot technical issues, escalate when necessary, and communicate updates to management and affected users.
Deliver advanced support for non-traditional NetIDs, guest accounts, and Mailman service.
Required software knowledge includes Microsoft Suite, Active Directory, Remote Support tools, VPN, Voice over IP, Citrix, Antivirus software, and Call Logging systems.
Must have a Bachelor’s Degree plus four years’ experience in IT customer support or equivalent experience/education.
Strong customer service, organizational, troubleshooting, communication, and leadership skills required.
Salary range from $39.04 to $55.86 per hour with benefits including medical, dental, retirement plans, life insurance, and employee discounts.
Position is full-time, nonexempt, and eligible for flexible hybrid work arrangements under university policy.