IT Support Specialist

Princeton University•Princeton, NJ

17h•Onsite

About The Position

The IT Support Specialist provides IT software and hardware support to faculty, staff, and students of the Chemical and Biological Engineering (CBE) & Civil and Environmental Engineering (CEE) Departments at Princeton University. This role requires familiarity with various technologies to troubleshoot and resolve issues across Windows, Mac, and Linux computers, printers, tablets, and smartphones. The Specialist will support customers in their offices, as walk-ins, and remotely via phone or video conference using remote support tools. Additionally, the role involves supporting and assisting with special technology requests, such as AV system setup and troubleshooting for department events.

Requirements

A minimum of 3 years experience providing technical support
In-depth knowledge of Windows and Mac computers and OS, as well as smartphones such as iPhone/iPad and Android devices
Basic understanding of Linux OS
Basic Knowledge of Network Area Storage Devices
Understanding of and experience supporting Active Directory
Understanding of security fundamentals and best practices in computing
Experience supporting email client (Outlook, MacMail, Thunderbird, and Gmail) setup and general trouble-shooting on computers and mobile devices
Experience supporting Microsoft Office
Experience supporting printing and networking
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
Demonstrated ability to multi-task, prioritize, and work independently in a fast-paced environment
Demonstrated ability to exercise independent judgement and make decisions based on established policies and procedures
Demonstrate successful organizational and interpersonal skills; including clear, concise and timely written and verbal communications with faculty, students, researchers and staff at all levels
Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
Ability to navigate campus to attend meetings and trainings both on and off main campus
Ability to lift 25 to 50 lbs. (e.g., computer equipment)
Bachelor’s degree or equivalent experience

Nice To Haves

A+, MCP, MCSE, Apple and/or MCSA certifications
Previous experience as a Mac Genius, or similar, supporting a MacOS environment
Previous experience with Linux OS
Experience providing technology support for a mid- or large-sized organization
Experience with Jamf, Intune, ServiceNow, Bomgar, and/or Drupal
Previous experience providing support in a higher education setting
Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script
Familiarity with conference room audio-visual equipment

Responsibilities

Support department Windows, Mac, and Linux computers, mobile devices, and other technology (such as printers and copiers)
Install, configure, and upgrade OS/software to maintain compliance and security
Troubleshoot and resolve general user-reported technology issues, escalating resolution to senior IT staff and/or central IT support resources as needed
Provide general support for campus infrastructure systems, including Active Directory, storage, email, backup, and encryption
Monitor department requests for IT support in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates
Provide basic support for campus collaborative applications, including Microsoft 365, SharePoint, Teams and OneDrive; Google Applications; and Zoom
Provide general support for the University’s teaching and learning applications and tools, including Canvas
Provide general consultation on computer replacement options with department faculty, researchers, and staff and procure and set up new computers per standard guidelines
Provide general support for department classroom and meeting room A/V equipment
Adhere to and meet established Service Level Agreements
Stay up to date with all OIT policies and procedures and the latest guidance related to University approved AI resources
Support asset life-cycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes
Review available service management metrics and dashboards to ensure service standards are continually met or exceeded
Support specialized technology for department/program events, such as A/V support
Website updates as needed
Special projects as assigned
Share best practices and knowledge with other IT support colleagues
Provide suggestions for new Knowledge topics, as well as improvement or correction when needed
Partner with other IT and central IT colleagues to foster a community of IT support