Technical Support Specialist (Night Shift)

Requisition # 2020-11602
Date Posted 3 weeks ago(3/9/2020 4:33 PM)
Service Management Office
Information Technology
Full-Time / Part-Time


The Office of Information Technology is seeking a Technical Support Specialist to join the night-shift team of its faced-paced, 24x7 Support and Operations Center (SOC). The Technical Support Specialist provides support, technical guidance, and incident response. This individual actively responds to incidents and security events, escalates issues when required, and follows up in a timely manner. This role also works to raise the technical abilities of the campus community through knowledge sharing and the documentation of support solutions in knowledge articles.


  • Consult on technical issues and offer clear solutions that customers with varying technical abilities can understand
  • Troubleshoot customer IT incidents, such as account access, networked and local resources, and department-specific systems
  • Provide remote support for all incidents
  • Fulfill customer service requests to the SOC
  • Manage multiple competing priorities by telephone, chat, email, and service tickets
  • Post and manage technology outage and alert notifications
  • Actively seek development opportunities to advance professional and technical skills and knowledge
  • Actively monitor for and respond to IT security-related events
  • Work on special projects and assignments


  • Ability to work the night-shift from 7:00pm to 7:00am, on a two-week repeating schedule of four days the first week and three days the second week
  • Ability to provide professional customer service in a multi-tiered support environment, by phone, email, or chat
  • A strong working knowledge of a variety of technologies, including networking, Active Directory, email, and cloud-based solutions (such as G-Suite and Office365)
  • Excellent interpersonal skills, and written and oral communication skills
  • Ability to multi-task and work in a fast-paced support center, while maintaining attention to detail
  • Flexibility and the ability to exercise good judgment
  • Ability to work well independently, and in a team environment
  • Strong analytical and problem-solving skills
  • Flexibility to work alternate shift schedules to support busier times in the academic year
  • Mastery of a variety of standard business technologies and a willingness to acquire additional skills as the technology needs of the University community change

Preferred Qualifications

  • Previous experience working in higher education
  • Experience working with ServiceNow
  • Experience working in a call center or help desk



Bachelor's degree or equivalent related experience


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. EEO IS THE LAW

Salary Grade

AIT, 020

Standard Weekly Hours


Eligible for Overtime


Benefits Eligible


Essential Services Personnel (see policy for detail)


Physical Capacity Exam Required


Valid Driver’s License Required



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