Technical Support Analyst

The technical support analyst role is responsible for providing Information Technology (IT) service and support for the Dean’s Office of the School of Engineering & Applied Science at Princeton University. In addition, this position provides IT software and hardware support to faculty, staff and students of the following academic units: Andlinger Center for Energy & the Environment, Keller Center for Innovation in Engineering Education, Center for Information Technology Policy, and strategic initiatives in engineering including robotics.

These groups, totaling over 150 users, are located in four different buildings and contain 17 department-owned conference spaces, including a 200-seat auditorium with broadcasting capabilities and a 125-seat multi-purpose room; support also includes several research labs and makerspaces. Position provides technical oversight and assistance for numerous building, research equipment and infrastructure systems, such as gas monitoring, nitrogen, loading dock systems, and more.

The analyst must be familiar with a variety of technologies and able to lead efforts to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The analyst supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools.

Responsibilities

Technology Support and Security: Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacementTroubleshoot and resolve general user-reported technology issues and challenging issues brought forward by the support team, escalating resolution to senior IT staff and/or central IT support resources as neededProvide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and WebexSupport user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions)Assist users with technical requests and setups including new software, printing/copying/scanning, websites/maintenance, and other IT servicesInstall, configure, and facilitate upgrades of OS/software to maintain compliance and securityEnsure timely remediation of security vulnerabilities and incidentsManage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accountsFacilitate department alignment and compliance with the University’s IT and Information Security policies and procedures; participate in periodic risk assessments and consistently promote University and security best practices to end usersWhen provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure privacy, security and proper data use

Academic and Event Support: Provide general support for the University’s teaching and learning applications and tools, including CanvasProvide support for shared space/meeting room technology including audio-visual equipment, projectors, AppleTV, Barco ClickShare, and Crestron panel technologiesSupport and assist in hybrid meetings, often in spaces that do not natively support this option, including planning, configuring, executing, troubleshooting and directingTrain users on how to use technology in conference spaces and work to ensure all meetings are executed successfully

Department-specific Technology Support: Provide backup support for critical building infrastructure systems including Gas Monitoring System and nitrogen billing systemSupport various automated processes using web-based automation tools within the School of Engineering, such as the Machine Shop request system, Loading Dock package delivery system, package lockers, Robotics equipment scheduling system, and more

IT Asset and Service Management: Manage asset lifecycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframesProvide general consultation on computer replacement options with department faculty and staff and procure and set up new managed computers and peripherals per standard guidelinesCoordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendorsManage department inventory of loaner equipment according to defined asset management and managed device security policiesMonitor and assign IT support requests and tasks in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updatesEnsure adherence by the team to established Service Level AgreementsReview available service management metrics and dashboards to ensure service standards for the team are continually met or exceededIdentify and implement opportunities for continuous improvement or cost savings for the department

Support the community and special projects: Share best practices and knowledge, partnering with other departmental and central IT colleagues to foster a community of IT supportContribute to and help maintain central IT support documentation including knowledge articles for the campus community Provide input to new and enhanced processes/services and support testing effortsParticipate in departmental and OIT projects, as assignedFacilitate change management including department-level communication and implementation of new/changed services and policiesSupport, educate and train faculty and staffCreate, maintain and/or enhance process and systems documentationManage other special projects as assigned

5+ years of experience providing technical supportA commitment to professional and courteous customer serviceAbility to be “quick on your feet,” thinking critically and collaborating with IT colleagues to resolve issues and advance initiativesAdvanced knowledge of Windows and Macintosh computers, OS, and smartphones such as iPhone/iPad and Android devicesStrong understanding of network connectivity, security, and troubleshootingUnderstanding of IT security fundamentals and best practiceUnderstanding of IT asset management fundamentalsExperience setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devicesExperience supporting Microsoft 365, printing, and conferencing technologiesAbility and interest to keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurityExcellent organizational and interpersonal communication skills, and the ability to prioritizeAbility to work well both independently and in a team environmentWillingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changesAbility to lift 25 to 50 lbs. (e.g. computer equipment) and to climb stairs in a four-story buildingAvailability to work some late afternoon/evening and weekend hours, as neededEducation: Bachelor’s degree or equivalent professional work experience, Experience providing technology support in a higher education setting or for a mid- or large-sized organizationExperience using a service management systemExperience with ServiceNow, Bomgar, and/or DrupalExperience with device management systems including Intune and JamfExperience supporting systems integrated with Active Directory or Entra IDExperience with LinuxFamiliarity with conference room audio-visual equipment such as Zoom Rooms/Logitech, OneBeyond camera system, or GlobalViewer EnterpriseA+, MCP, MCSE, Security+, CISSP, Apple and/or MCSA certificationsKnowledge of scripting languages such as VBScript, PowerShell, and/or Apple scriptKnowledge of database SQL for queries and reporting

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