IT Support Specialist

The IT Support Specialist is responsible for overseeing the daily technology and media operations for the Department of English at Princeton University. This role supports a diverse community that includes current and emeriti faculty, researchers, staff, students and visitors, as well as the department's classrooms and event spaces.

Reporting directly to the Manager of Finance and Administration, the specialist must be well-versed in a broad range of technologies and capable of troubleshooting and resolving issues involving Mac and Windows computers, mobile devices such as tablets and smartphones, printers, copiers, and other hardware and peripherals. Responsibilities include device setup, maintenance, recovery, and replacement. Support is provided in person, over the phone, via video conferencing, and through remote assistance tools, ensuring users receive timely and effective help in their offices, classrooms, and other workspaces.

In addition to general IT support, the specialist plays a key role in facilitating the use of audiovisual technology for departmental events and conferences. This may occasionally require availability during evenings or weekends to ensure smooth execution of these activities.

Success in this role requires strong problem-solving skills, initiative, and the ability to manage multiple priorities independently. The incumbent will demonstrate excellent organizational and interpersonal abilities and be comfortable working collaboratively with a wide range of individuals.

This position is an onsite role. 

TECHNOLOGY SUPPORT AND SECURITY

• Maintain and support Mac and Windows computers, mobile devices including tablets and smartphones, printers, copiers, and other hardware and peripherals for users including consultation on available device options, procurement, setup, recovery and replacement
• Install, configure, and upgrade OS/software to maintain compliance and security
• Provide support, including installation, troubleshooting, user assistance and training, for all standard productivity software and campus collaborative applications including Microsoft 365, Acrobat, SharePoint, Teams, OneDrive, Google Applications, Zoom and Webex
• Troubleshoot and resolve user-reported technology issues, escalating resolution to central IT support resources, as needed
• Respond to, document, and resolve customer support requests in ServiceNow and other ticketing systems
• Provide support, including installation, troubleshooting, user assistance and training, for printing, copying, scanning, and other IT services
• Provide general support for campus infrastructure systems, including Active Directory, username/password issues, storage, email, backup, encryption, and for the University’s teaching and learning applications and tools, including Canva
• Assist with installation and troubleshooting of VPN and other remote access software
• Support and troubleshoot AV issues in all on-campus learning, meeting and event spaces used by English department members, in and outside of McCosh Hall
• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors
• Ensure timely remediation of security vulnerabilities and incidents
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedures to ensure the privacy, security, and proper use of the data
• Stay current with new technology and attend training sessions, taking full advantage of training opportunities provided by the SCAD/DCS program
• Provide staff training where needed and give technology related presentations to English department members
• 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
• Attend monthly SCAD/DCS meetings and participate in other pertinent OIT and/or campus computing groups
• Contribute to the accuracy and relevance of shared knowledge articles for the campus's technical support community
• Partner with other campus departments and central IT colleagues to foster a community of IT support and knowledge sharing

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
• Review available service management metrics and dashboards to ensure service standards are continually met or exceeded
• Manage department inventory of loaner equipment according to defined asset management and managed device security policies

DEPARTMENT-SPECIFIC TECHNOLOGY SUPPORT

• In collaboration with other department staff, maintain and update the department website, mailing lists, and other department-wide communication tools, as needed
• Manage the departmental SharePoint site
• Assist in the production of the department Class Day programming, working closely with the Undergraduate Administrator, and attend annual Class Day ceremony to provide day-of technical support
• Maintain accurate and timely records of all IT-related orders made on behalf of department members, including recording order and item receipt information in Excel inventory spreadsheets and in the University's purchasing portal
• Participate in departmental and OIT projects, as assigned
• Meet regularly with management to ensure department specific needs and goals are being met

Essential

• Education: Bachelor's degree in computer science, related field or equivalent work experience
• Minimum of 3 years' experience providing technical support
• Advanced knowledge of Macintosh and Windows computers, OS, and smartphones such as iPhone/iPad and Android devices
• Experience setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices
• Solid understanding of and experience supporting Active Directory
• Experience supporting Microsoft 365, printing, networking, and conferencing technologies
• Understanding of IT security and asset management fundamentals and best practices
• Demonstrate successful organizational and interpersonal skills, including clear, concise and timely written and verbal communications with faculty, students, researchers and staff at all levels in a fast-paced, high-volume work environment
• A commitment to professional and courteous customer service
• Ability and interest to keep up to date with the latest trends in personal computing and mobile technology
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
• Ability to lift 25 to 50 lbs. (e.g. computer equipment) and to climb stairs in a three-story building
• Availability to work some late afternoon/evening and weekend hours

Preferred

• Experience providing technology support for a mid- or large-sized organization or in a higher education setting
• Familiarity with supporting and troubleshooting conference room audio-visual equipment
• Experience using a service management system
• Experience with Jamf, Intune, ServiceNow, Bomgar, and/or Drupal
• A+, MCP, MCSE, Apple and/or MCSA certifications

Princeton University is an Equal Opportunity 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.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part-time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.