IT Support Specialist

The IT Support Specialist provides IT software and hardware support to faculty, staff, and students of the departments they support at Princeton University. This role serves as IT support for the Chemical and Biological Engineering (CBE) & Civil and Environmental Engineering (CEE) Departments.

The IT Support Specialist must be familiar with a variety of technology and able to trouble-shoot and resolve issues with Windows Mac and Linux computers, printers, tablets, and smartphones. The Specialist supports customers in their office, as walk-ins and by phone or video conference using remote support tools.

In their support of CBE and CEE, the IT Support Specialist will also be called on to support and assist with special technology requests, such as AV system setup and troubleshooting.

Responsibilities

Technology Support:

• 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

Asset Management:

• 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

Department-Specific Technology Support:

• Support specialized technology for department/program events, such as A/V support

• Website updates as needed

• Special projects as assigned

Building Community Support:

• 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

• 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)
• Education: Bachelor's degree or equivalent experience

Preferred Qualifications:

• 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

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.

Standard Weekly Hours, 36.25