Technical Support Specialist Job at Princeton University
Overview:
PREFERRED SKILLS, ABILITIES, EXPERIENCE
Princeton University has an opening for an academic Technical Support Specialist. The successful candidate will work with the Information Technology Manager to provide computing support for the academic staff, faculty, and graduate students in the Department of Economics and the Bendheim Center for Finance. Candidate must have strong experience in computer administration and maintenance. The Technical Support Specialist provides Tier 1 and Tier 2 contact and problem resolution, and restores full device functionality for users with software, application, and/or hardware issues. The Technical Support Specialist also provides audio/visual troubleshooting and support for classes, seminars, and meetings. The position requires the ability to install, configure and troubleshoot a variety of desktop computing and networking applications and information access tools in a heterogeneous environment. Essential qualifications for this position include taking initiative, excellent organizational and interpersonal skills, ability to work independently, and manage multiple priorities simultaneously. Candidate must be able to keep abreast with new technology regarding software and hardware.
Responsibilities:
- While reporting to and backing up the Economics IT Manager, troubleshoot and resolve day to day computing issues within the Economics department, the Bendheim Center for Finance, and eight other associated programs/centers.
- Provide in-person and/or remote support to faculty, staff, and graduate/masters students. Troubleshoot and resolve all technology related issues.
- Utilize ServiceNow to properly track service requests and effectively communicate with affected users.
- Support and troubleshoot Audio/Visual issues in all learning and meeting spaces used by Economics personnel.
- Control and monitor access to:
- Two SharePoint site collections
- Numerous Microsoft Teams accounts
- Departmental social media accounts
- Fileserver
- Listservs
- Consult with faculty/staff regarding equipment purchases. Utilize the Princeton Marketplace, OITStore, and other vendor websites to place the order for the selected equipment. Configure and deploy new computer equipment for Economics and BCF staff and faculty.
- Consult, purchase, and request plan changes for over seventy mobile devices with cellular service. Serve as departments telephone coordinator, a role that manages assignment of users to phones, troubleshooting phone issues, and requesting moves of devices.
- Provide staff training where needed.
- Maintain and troubleshoot software and hardware issues with department web servers, file server, shared Windows servers, and various application servers.
- Control access to departmental servers by remote users. Maintain Bloomberg terminal for BCF masters students. Citadel administrator for faculty projects using this system.
- Steward and facilitate use of departmental software licenses including a departmental license for Stata, various other specialized software packages, and cloud-based services (Full Fabric, Sprout Social, etc.)
- Manage equipment loaner program offered by the department.
ESSENTIAL QUALIFICATIONS
- 3+ years' experience providing technical support.
- In-depth knowledge of Windows and Mac computers and OS, and smartphones such as iPhone/iPad and Android devices
- Audio/Video Support experience with hybrid and in-person (Zoom or Teams) components.
- Experience supporting email client (Outlook, MacMail, and Gmail) setup and general trouble-shooting on computers and mobile devices
- Experience supporting Microsoft Office
- Experience supporting printing and networking
- Understanding of security fundamentals and best practices in computing
- Clear, concise and timely written and verbal customer communications
- A commitment to professional and courteous customer service
- Ability and interest to keep up to date with the latest trends in personal computing and mobile technology
- Excellent organizational skills and the ability to multitask and manage competing priorities
- Excellent interpersonal and communication skills
- Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
- Ability to lift 25 to 50 lbs. (e.g., computer equipment)
- Education: High school diploma or GED
PREFERRED SKILLS, ABILITIES, EXPERIENCE
- A+, MCP, MCSE, Apple and/or MCSA certifications
- Experience providing technology support for a mid- or large-sized organization
- Experience with Jamf, Intune, ServiceNow, Bomgar
- Previous experience providing support in a higher education setting
- Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script
Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS
Standard Weekly Hours: 36.25 Eligible for Overtime: No Benefits Eligible: Yes Probationary Period: 180 days Essential Services Personnel (see policy for detail): No Physical Capacity Exam Required: No Valid Driver’s License Required: No Experience Level: Associate : #LI-JJ1
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