Client Support Specialist

The Client Support Specialist provides IT software and hardware support to faculty, students, and staff at Princeton University.

The Client Support Specialist 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 in their office, as walk-ins, and by phone or video conference using remote support tools. The specialist may also be asked to assist with IT field support in other departments, or partner with department IT support to assist with special projects.

The successful candidate for this position possesses 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.

This position will be fully onsite in Princeton, NJ.

• 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 senior 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, 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 services 
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security 
• Ensure timely remediation of security vulnerabilities and incidents 
• Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts 
• Facilitate 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 users 
• Provide support for shared space/meeting room technology, including audio-visual equipment 
• 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 
• Support specialized technology equipment and/or software needs for the department; coordinate equipment standards with the Office of Information Technology (OIT) and/or University Services, and facilitate vendor purchases/installations 
• Meet regularly with management to ensure department-specific needs and goals are being met 
• Research, develop, and/or manage projects for IT solutions that support new or unique department needs, leveraging OIT services and best practices 
• 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 and/or vendors 
• 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 for the team are continually met or exceeded 
  
• 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 

Essential Qualifications:

• A minimum of 5 years' experience providing technical support  
• A commitment to professional and courteous customer service 
• Ability to be “quick on your feet”, thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives 
• 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 setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices 
• Experience supporting Microsoft 365, printing, and conferencing technologies 
• Ability and interest to keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurity 
• 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 

Preferred Qualifcations:

• Understanding of IT asset management fundamentals 
• Experience providing technology support for a mid- or large-sized organization or in a higher education setting 
• Experience using a service management system 
• Experience with ServiceNow, Bomgar, and/or Drupal 
• Experience with device management systems, such as Intune and Jamf 
• Experience supporting systems integrated with Active Directory or Entra ID 
• Experience with Linux 
• Familiarity with conference room audio-visual equipment 
• A+, MCP, MCSE, Security+, CISSP, Apple, and/or MCSA certifications 
• Knowledge of scripting languages, such as VBScript, PowerShell, and/or Apple script 
• Knowledge of database SQL for queries and reporting 

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