It Support Specialist

Description:

Job Summary

The IT Support Specialist II provides IT software and hardware support to faculty, staff, and students of Princeton University. This position is a member of the central Office of Information Technology (OIT) and provides support to the Princeton AI Lab (or other departments as required).

The IT Support Specialist II must be familiar with a variety of technologies and able to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The Specialist supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools. In their support of the Princeton AI Lab, the IT Support Specialist II may also be called on to facilitate special technology requests and assist with audio-visual equipment and events.

The successful candidate for this position must possess a professional maturity and ability to handle sensitive information, high-profile staff and visitors, and special events with the utmost level of confidentiality and professionalism.

Job Duties and Responsibilities:

Technology Support & Security:

• 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 Sr. IT staff and/or central IT 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, passwords/login, systems, Active Directory) and data management (storage, encryption, backups, and security)

• Assist users with technical requests and setups including new software, printing/copying/scanning, web development/maintenance, and other OIT services

• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security

• Ensure timely remediation of security vulnerabilities and threats/compromised accounts as assigned

• Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts

• Facilitate department alignment 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 users

• When 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

Department-specific technology support:

• Provide support for shared space / meeting room technology including audio-visual equipment

• Support specialized technology equipment and/or software needs for the assigned department and for any programs or events

• Provide general IT and event support outside of normal business hours on occasions when needed

• Update and maintain website content using Drupal templates

IT Asset and Service Management:

• Support asset lifecycle 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 managed computers and peripherals per standard guidelines

• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT

• Support department inventory of loaner equipment according to defined asset management and managed device security policies

• Monitor IT support requests and assigned tasks in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates

• Adhere to established Service Level Agreements

• 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 central IT support documentation including knowledge articles for the campus community

• Provide input to new and enhanced processes/services and support testing efforts

• Participate in OIT and departmental projects as assigned

• Facilitate change management including department level communication and implementation of new/changed services

• Provide backup technology support to other campus locations and support teams when needed

Essential Qualifications:

• A minimum of 5 years' experience providing technical support

• A commitment to professional and courteous customer service

• In-depth knowledge of Windows and Macintosh computers, OS, and smartphones such as iPhone/iPad and Android devices

• Strong understanding of network connectivity, security, and troubleshooting

• Understanding of IT security fundamentals and best practices

• 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 365, printing, and conferencing technologies

• Experience using a service management system (such as ServiceNow)

• 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 experience

Skills:

Support, Troubleshooting, windows, mac, audiovisual, configuration, microsoft office suite, asset management, Technical support, Customer service, Office 365, drupal, itsm, servicenow, jamf, intune, Active directory

Top Skills Details:

Support,Troubleshooting,windows,mac,audiovisual,configuration,microsoft office suite,asset management,Technical support,Customer service,Office 365

Additional Skills & Qualifications:

Preferred Qualifications

• Understanding of IT asset management fundamentals (highly preferred)

• Experience providing technology support for a mid- or large-sized organization

• Experience with ServiceNow, Bomgar, and/or Drupal

• Experience with device management systems including MDM, Intune and Jamf

• Experience supporting Active Directory (Azure)

• Experience with LinuxOS

• Familiarity with conference room audio-visual equipment

• A+, MCP, MCSE, Apple and/or MCSA certifications

• 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

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.