Technical Support Specialist

Princeton University•Princeton, NJ

43d

About The Position

This position provides technical support to the Department of History, including the Shelby Cullom Davis Center for Historical Studies, and the Center for Collaborative History. This individual will provide support to the faculty (57), staff (13), Fellows (10/year- changes every year), postdocs (4-6), research scholars (3), and scholarly guests in addition to collaborating with the central Office of Information Technology (OIT). The incumbent must have strong experience in installing, configuring, and supporting computers, mobile devices, common peripheral devices, and classroom/conference room equipment, including corresponding operating systems and cloud-based and local applications in a heterogeneous environment. Essential qualities for this position include initiative, excellent organizational and interpersonal skills, the ability to work independent and to manage multiple priorities simultaneously. The individual must keep abreast of current and newly emerging technologies. Occasional scheduling flexibility is required to support academic events and conferences that scheduled during late afternoon/early evening or on the weekend.

Requirements

Significant hands-on experience supporting, administering, and maintaining both Mac OS and Windows operating systems
Strong troubleshooting, analytical, and problem-solving abilities, with the capability to identify patterns and resolve technical issues effectively
Demonstrated experience with standard systems and software applications, including Microsoft 365 (Outlook, Word, Excel, etc.) and Adobe Creative Cloud
Understanding of networking concepts, including TCP/IP and related protocols
Familiarity with desktop and laptop security tools and best practices for device protection and data security
Strong customer service orientation with excellent communication and interpersonal skills; able to build effective working relationships with individuals of diverse backgrounds
Ability to work independently and collaboratively within a team, manage multiple priorities, follow through on open items, and meet deadlines reliably
Self-motivated and eager to research and learn new technologies, with a demonstrated ability to adapt to evolving tools and systems, including hardware, software, mobile devices, and peripherals
Excellent organizational skills and attention to detail
Flexible and willing to adjust work hours to support occasional evening and weekend events or conferences
3+ years of related work experience
Bachelor's degree in Computer Science, a related field, or equivalent work experience
Must be able to lift up to 30 lbs., twist, bend, and work in awkward positions when required

Nice To Haves

Prior experience providing technology support for a mid- or large-sized organization or in a higher education setting is a plus
Experience using a service management system
Experience with conference room audio/visual equipment (AppleTV, Zoom Room, Crestron) and accompanying applications
Experience with remote troubleshooting

Responsibilities

Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement
Troubleshoot and resolve general user-reported technology issues, escalating resolution to the IT Support Manager and/or central OIT support resources as needed
Provide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex
Provide general support for the University's teaching and learning applications and tools, including Canvas
Support user access management (network, username/password/multi-factor, applications) and proactively review/monitor data management (storage, encryption, backups, and security permissions) for timely remediation
Assist users with technical requests and setups including new hardware, software, printing/copying/scanning, websites/maintenance, and other IT services
Install, configure, and facilitate upgrades of OS/software to maintain compliance and security
Provide timely remediation of security vulnerabilities and incidents
Support the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts
Support department alignment and compliance with the University's IT and Information Security policies and procedures; consistently promote University and security best practices to end users
Provide support for shared space/meeting room technology including audio-visual equipment
When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidentiality
Support specialized technology equipment and/or software needs for the department such as specialty book scanners; coordinate equipment standards with the Office of Information Technology (OIT) and/or University Services
Meet regularly with the IT Support Manager to ensure department specific needs and goals are being met
Support projects for IT solutions that are new or unique to department needs, leveraging OIT services and best practices
Facilitate use of specialized departmental software licenses including NVivo, ArcGIS, GlobalViewer, TeamViewer, Zotero, Scrivener
Advise faculty and graduate students in the application of technology for historical teaching and research including digital humanities and digital asset management
Provide support for events and conferences outside of normal business hours on occasions when needed
Develop and maintain a network of partnerships with interrelated departments and centers
Support asset lifecycle management for department technology, including maintaining accurate database records and recovering/retiring devices within expected timeframes
Provide general consultation on computer replacement options with department faculty and staff and then as per standard guidelines, set up new managed computers and peripherals
Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors
Manage department inventory of shared equipment according to defined asset management and managed device security policies
Monitor IT support requests and incidents in the University's service management system (ServiceNow) and respond in the system with timely and detailed communications and updates
Strict adherence to established Service Level Agreements
Support and promote opportunities for continuous improvement or cost savings for the department
Share best practices and knowledge, partnering with other departmental and central OIT colleagues to foster a community of IT support and collaboration
Contribute to and help maintain central OIT support documentation including knowledge articles for the campus community
Provide input to new and enhanced processes/services and support testing efforts
Participate in departmental and OIT projects, as assigned
Support change management including department-level communication and implementation of new/changed services and policies