IT Support Specialist

Overview

The IT Support Specialist I provides IT software and hardware support to faculty, staff and students of the Office of the Dean for Research department (ODFR) at Princeton University.

The IT Support Specialist must be familiar with a variety of technologies and able to troubleshoot and resolve issues with Windows and Mac computers, tablets, smartphones and other University devices used by the ODFR. The Specialist supports customers in their office, as walk-ins and by phone or video conference using remote support tools.

In their support of the ODFR department, the IT Support Specialist will also be called on to support and assist with special technology requests, such as Events technologies support or Laboratory animal systems support.

This position is onsite.

Responsibilities

Technology Support

• Support department Windows and Mac computers, mobile devices, and other technology (such as printers and copiers)
• Install, configure, and upgrade OS/software to maintain compliance and security and assist with remediating other security vulnerabilities
• 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
• Facilitate department alignment with the University's IT Security policies and procedures
• Provide basic support for campus collaborative applications, including Microsoft 365, SharePoint, Teams and OneDrive; Google Applications; and Zoom
• 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
• Adhere to and meet established Service Level Agreements
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure the privacy, security and proper use of the data

Other Technology Support

• Support events technologies support or laboratory animal systems support as needed.

IT Asset and Service 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
• Provide general consultation on computer replacement options with department faculty and staff and procure and set up new computers per standard guidelines
• Review available service management metrics and dashboards to ensure service standards are continually met or exceeded

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 support
• Contribute to and help maintain IT support documentation (knowledge articles)
• Provide input to new and enhanced processes/services; facilitate department implementation and/or communication where needed
• Participate and provide necessary information to facilitate Architecture and Security Review and audit processes as needed.

Qualifications

• 5+ years' experience providing technical support
• A commitment to professional and courteous customer service
• In-depth knowledge of Windows and Macintosh computers and OS, and smartphones such as iPhone/iPad and Android devices
• Understanding of and experience supporting Active Directory (Azure) and device management systems (InTune and JAMF)
• Strong understanding of network connectivity, security and troubleshooting
• Understanding of security fundamentals and best practices in computing
• Experience with and the ability to setup and resolve issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices
• Experience supporting Microsoft Office, printing and networking
• Experience using a service management system (such as ServiceNow) for incident management
• Ability and interest to keep up to date with the latest trends in personal computing and mobile technology
• Excellent organizational and interpersonal communication skills, and the ability to prioritize
• Ability to work well both independently and in a team environment
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
• A valid driver license and the willingness to use alternate modes of on-campus transportation, such as Limited Speed Vehicles (LSV), bicycles, personal car, and walking to get to job sites
• Ability to lift 25 to 50 lbs. (e.g. computer equipment)
• Education: Bachelor's degree or equivalent work experience

PREFERRED

• A+, MCP, MCSE, Apple and/or MCSA certifications
• Experience providing technology support for a mid- or large-sized organization
• Experience with InTune, Jamf, ServiceNow, and 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
• Knowledge of MS SQL for queries and reporting
• Familiarity with conference room audio-visual equipment

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

Eligible for Overtime

Benefits Eligible

Probationary Period

Essential Services Personnel (see policy for detail)

Physical Capacity Exam Required

Valid Driver's License Required

Experience Level