Client Support Specialist

The Client Support Specialist provides IT software and hardware support to students, faculty, and staff at the Office of Information Technology (OIT) Solutions Center Tech Clinic in Princeton University’s Frist Campus Center.

The Client Support Specialist must be familiar with a variety of technologies and be able to troubleshoot and resolve issues with Windows, Mac and Linux computers, tablets, and smartphones. The Client Support Specialist supports customers through walk-in support and remote support tools. This position provides level 2/level 3 support and solutions for a wide variety of computing devices and applications, including hardware, complex software applications/programs, operating system troubleshooting, hardware repair diagnosis, and requires the ability to perform in-warranty repairs on Apple, Dell and Lenovo computers. 

This position also requires the knowledge to support device management through Jamf and Intune managed environments, troubleshooting and setup of devices for use on Princeton’s networks, identification and resolution of security incidents, creating and maintaining knowledge base articles, and responding to service tickets in ServiceNow.

In support of their home department, the Service Management Office (SMO), the Client Support Specialist may also be called on to identify, troubleshoot, and solve emerging issues and lend technical support to the Service Desk team.

In addition, this role also supports technology loaner programs and facilitates the processing of technology loaner requests by faculty, staff and students. The successful candidate for this position possesses professional maturity and the ability to handle sensitive information, high-profile staff and visitors, and special events with the utmost level of confidentiality and professionalism.

Walk-in Technology Support:

• Provide comprehensive technology support to students in a fast-paced walk-in environment, addressing a wide range of devices including Windows, Mac, and Linux systems, as well as smartphones and tablets.
• Troubleshoot hardware, software, and networking issues for a variety of technology devices, applications, and systems on the campus network
• Troubleshoot and diagnose hardware issues including identifying failing components, software conflicts and other causes of malfunction in computers
• Perform maintenance on systems such as cleaning, updating drivers and running diagnostic utilities to prevent future technical problems
• Facilitate computer warranty repairs on Apple, Dell and Lenovo systems
• Working with management, assist with daily customer flow to ensure efficient and effective service
• Support user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions)
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security
• Ensure timely remediation of security vulnerabilities and incidents
• Maintain current knowledge of University infrastructure and enterprise systems, such as Active Directory, Network Attached Storage, email (Exchange/Office 365/Gmail), SharePoint, Google Suite, JAMF, Intune, Canvas and ServiceNow
• Maintain an inventory of loaner technology and test hardware
• Provide status updates on ServiceNow problem tickets and project goals
• 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
• Ability to work the 9:00am – 5:00pm shift, or the 10:00am – 6:00pm shift, and summer hours of 8:30am – 4:30pm

Facilitate Hardware Repairs:

• Handle logistics related to order, receipt, inventory and return of hardware components
• Provide backup hardware repair and replace hard drives, motherboards, keyboards, displays, RAM, etc, as needed
• Complete technical training and maintain certifications to provide in-warranty support on OEM vendor equipment

IT Asset and Service Management:

• Facilitate Technology Loaner requests including set-up, imaging, inventory management and JAMF/Intune administration
• Support asset lifecycle management for loaner 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 students and provide loaner systems when needed
• Support 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

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 departmental and OIT projects, as assigned
• Facilitate change management, including department-level communication and implementation of new/changed services and policies
• Train and support Student Technology Consultants (STC)

Essential Qualifications

• A minimum of 5 years' experience providing technical support for a mid- or large-sized organization
• Previous experience with Mac systems
• Previous experience with Windows systems
• Previous experience with Linux systems
• Experience with JAMF and Intune systems
• Experience with Canvas
• Some knowledge with writing technical documentation
• Excellent troubleshooting skills
• Excellent attention to detail
• Excellent interpersonal, oral, and written communication skills to partner with a diverse customer base
• Exceptional analytical skills
• Education: Bachelor’s degree or equivalent experience

Preferred Qualifications

• Experience in a higher education setting with student interaction
• MCSE/MCSA, LPI/Linux+, and Apple certifications
• Previous experience as a Mac Genius and knowledge of Apple GSX
• Experience providing technology support to a large customer base, of 1,000 or more
• Experience with web content management systems such as SharePoint and Drupal
• Experience working with ServiceNow
• Some knowledge of scripting languages such as AppleScript, PowerShell, Python, Java

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