Technical Support Analyst

Princeton University•Princeton, NJ

3d•$94,000 - $107,000

About The Position

The Technical Support Analyst provides IT service and support for the Dean’s Office of Princeton University’s School of Engineering & Applied Science and for faculty, staff, and students in several affiliated academic units and strategic initiatives. These groups comprise more than 150 users across four buildings and include conference spaces, research labs, makerspaces, and building and research infrastructure systems. The analyst supports Windows and Mac computers, mobile devices, applications, meeting spaces, and specialized departmental systems. Support is delivered in person, at the desk, to walk-ins, by phone, and by video conference using remote support tools. The role also covers IT security, asset and service management, event and academic support, documentation, user training, process improvement, and participation in departmental and OIT projects.

Requirements

At least 5 years of experience providing technical support.
Commitment to professional and courteous customer service.
Ability to think critically, respond quickly, and collaborate with IT colleagues to resolve issues and advance initiatives.
Advanced knowledge of Windows and Macintosh computers and operating systems, and smartphones including iPhone/iPad and Android devices.
Strong understanding of network connectivity, security, and troubleshooting.
Understanding of IT security fundamentals and best practices.
Understanding of IT asset management fundamentals.
Experience configuring and troubleshooting email clients, especially Microsoft Outlook and Gmail, on computers and mobile devices.
Experience supporting Microsoft 365, printing, and conferencing technologies.
Ability and interest in keeping current with developments in personal computing, mobile technology, and cybersecurity.
Excellent organizational and interpersonal communication skills, with the ability to prioritize.
Ability to work independently and as part of a team.
Willingness to develop mastery of new technologies and skills as campus IT needs or University/OIT direction changes.
Ability to lift 25 to 50 pounds and climb stairs in a four-story building.
Availability to work some late-afternoon/evening and weekend hours as needed.
Bachelor’s degree or equivalent professional work experience.

Nice To Haves

Experience providing technology support in higher education or for a mid-sized or large organization.
Experience using a service management system.
Experience with ServiceNow, Bomgar, and/or Drupal.
Experience with device management systems including Intune and Jamf.
Experience supporting systems integrated with Active Directory or Entra ID.
Experience with Linux.
Familiarity with conference-room audiovisual equipment such as Zoom Rooms/Logitech, OneBeyond camera systems, or GlobalViewer Enterprise.
A+, MCP, MCSE, Security+, CISSP, Apple, and/or MCSA certifications.
Knowledge of scripting languages such as VBScript, PowerShell, and/or AppleScript.
Knowledge of database SQL for queries and reporting.

Responsibilities

Support Windows and Mac computers, mobile devices, printers, peripherals, and device setup, recovery, and replacement.
Troubleshoot user-reported and escalated technology issues, involving senior IT staff or central IT resources when needed.
Support campus collaboration applications, including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex.
Manage user access and data needs, including network and account access, multifactor authentication, storage, encryption, backups, and security permissions.
Assist with software, printing, copying, scanning, websites, and other IT requests and setups.
Install, configure, and upgrade operating systems and software to maintain security and compliance; remediate vulnerabilities and incidents promptly.
Manage provisioning, renewal, closure, and security of shared and sponsored department accounts.
Promote and facilitate compliance with University IT and information security policies, participate in risk assessments, and protect confidential information.
Support teaching and learning applications, including Canvas.
Support meeting-room technology, including audiovisual equipment, projectors, AppleTV, Barco ClickShare, and Crestron panels.
Plan, configure, execute, troubleshoot, and direct hybrid meetings, including in spaces without native hybrid-meeting capabilities; train users on conference-space technology.
Provide backup support for building infrastructure systems, including gas monitoring and nitrogen billing systems.
Support web-based automated processes such as machine shop requests, loading dock deliveries, package lockers, and robotics equipment scheduling.
Manage the department technology asset lifecycle, maintain inventory records, act on refresh notifications, and recover or retire devices on schedule.
Consult with faculty and staff on computer replacement options and procure and configure managed computers and peripherals.
Coordinate hardware diagnosis and repair and loaner equipment requests with OIT or vendors; manage loaner inventory under asset and security policies.
Monitor and assign requests in ServiceNow and provide timely, detailed updates; ensure service-level agreements are followed and review metrics to maintain or exceed service standards.
Identify and implement continuous-improvement and cost-saving opportunities.
Share best practices and knowledge with departmental and central IT colleagues and contribute to central IT support documentation.
Provide input on new or enhanced processes and services and participate in testing.
Participate in departmental and OIT projects, facilitate change management and communications, and support, educate, and train faculty and staff.
Create, maintain, and enhance process and system documentation, and manage other assigned special projects.