Technical Support Specialist Jobs

The Client Support Specialist provides IT software and hardware support to the faculty, staff, and students of Princeton University. This position is a member of the central IT organization, OIT, and the field support team responsible for supporting a number of academic and administrative campus departments.

The Client Support Specialist is familiar with a variety of technology and able to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The specialist supports customers in their office, as walk-ins and by phone or video conference using remote support tools. The specialist may also be asked to assist with IT field support in other departments, as needed to cover department IT support absences or partner with department IT support to assist with special projects, etc.

The support specialist can also be called on to support and assist with special technology requests, such as AV support; computer consultation and selection; encryption and security; asset management; printing support, troubleshooting Windows, Apple OS and iOS issues, configuration of computers; support of M365, SharePoint, Adobe and other applications. This support could be to academic or administrative department.

Responsibilities

• Provide suggestions for new, improvement, or correction to the campus Knowledge system
• 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 general support for department classroom and meeting room A/V equipment
• Provide general support for the University’s teaching and learning applications and tools, including Canvas
• Adhere to and meet established Service Level Agreements Support specialized technology for department/program events, such as A/V support
• Oversee asset life-cycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes
• Provide support for campus infrastructure systems, including Active Directory, storage, email, backup, and encryption
• Consult on computer replacement options with department faculty and staff and procure and set up new computers per standard guidelines
• Provide support and trouble-shoot issues with campus collaborative applications, including Microsoft 365, SharePoint, Teams and OneDrive; Google Applications; and Zoom
• Partner with other IT and central IT colleagues to foster a community of IT support
• Install, configure, and upgrade OS/software to maintain compliance and security
• Develop and share best practices and knowledge with other IT support colleagues
• Troubleshoot and resolve user-reported technology issues, escalating resolution to senior IT administrators as needed
• In collaboration with other IT Customer Support Services team members, leverage JAMF and InTune to manage department devices
• Review available service management metrics and dashboards to ensure service standards are continually met or exceeded, and identify service issues, trends, or opportunities for improvement
• Support department Windows and Mac computers, mobile devices, and other technology (such as printers and copiers)

Qualifications

Essential Qualifications

• Clear, concise and timely written and verbal customer communications
• Excellent organizational skills and the ability to multitask and manage competing priorities
• Experience supporting printing and networking
• Experience supporting and resolving issues with Office 365, particularly Exchange 365
• A valid driver license and ability to use various transportation modes (i.e., Low Speed Vehicle (LSV), bicycle, walking) to navigate campus
• Ability to lift 25 to 50 lbs. (e.g., computer equipment)
• A minimum of 5 years' experience providing technical support for a mid- or large-sized organization
• Strong understanding of IT security best practices in computing
• A commitment to professional and courteous customer service
• Experience using device management systems, such as Jamf and Intune
• Experience supporting email client (Outlook, MacMail, Thunderbird, and Gmail) setup and troubleshooting on computers and mobile devices
• 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
• Strong understanding of and experience supporting Active Directory
• Advanced knowledge of Windows and Mac computers and OS, and smartphones such as iPhone/iPad and Android devices
• Education: Bachelor’s degree or equivalent experience
• Ability and interest to keep up to date with the latest trends in personal computing and mobile technology
• Ability to consult with department members on computer hardware and software offerings

Preferred Qualifications

• Knowledge of MS SQL for queries and reporting
• Experience with ServiceNow, Bomgar, and/or Drupal
• A+, MCP, MCSE, Apple and/or MCSA certifications
• Previous experience as a Mac Genius, or similar, supporting a MacOS environment
• Previous experience providing support in a higher education setting
• Familiarity with conference room audio-visual equipment.
• 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

Yes

Valid Driver’s License Required

Yes

Experience Level

Associate