IT Technical Support Specialist

Overview: Princeton University’s Office of Information Technology is seeking a Client Support Specialist to join its technology support team. The Client Support Specialist works in the campus’ OIT Solutions Center Tech Clinic, providing hardware and software support to students, faculty, and staff.
More specifically, the client support specialist provides level 2/level 3 support and solutions for a wide variety of computing devices and applications, including hardware, software and operating system troubleshooting and repair; device management through JAMF and Kace; troubleshooting and setup of devices for use on Princeton’s networks, creating and maintaining knowledgebase articles, and managing service tickets in ServiceNow.
Outside of the responsibilities of the OIT Solution Center, this position also works with campus departments to identify, troubleshoot, and solve emerging issues and lend technical support to our Support and Operations Center (SOC). In addition, this role also supports the technology loaner programs and facilitates the processing of technology reservations by faculty, staff and students. Responsibilities:

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  Work in a fast-paced, team orientated environment to provide technology support to students, faculty and staff on a variety of computing platforms/devices and applications on the Princeton network
• Troubleshoot hardware issues for a variety of technology devices, and work closely with the OIT Hardware Support group to facilitate repairs
• Working with management, assist with daily customer flow to service all customers efficiently and effectively
• Maintain personal, proprietary and/or otherwise confidential data in the strictest confidence and follow procedures to ensure the privacy, security, and proper use of customer data
• Contribute to and maintain documentation in various repositories that provide internal OIT support, external technical support, and general campus support
• Maintain current knowledge of OIT enterprise and infrastructure systems, such as Active Directory, Network Attached Storage, email (Exchange/Office 365/Gmail), SharePoint, Google Suite, JAMF, Kace, Canvas and ServiceNow
• Provide status updates on ServiceNow problem tickets and project goals
• Maintain an inventory of loaner and test hardware (including but not limited to Windows/Mac/Unix laptops, smartphones, and tablet devices)
• Ability to work the 9:00am – 5:00pm shift, with flexibility to cover the 10:00am – 6:00pm shift, when needed, and summer hours of 8:30am – 4:30pm
• Technology loaner program facilitation and technology upkeep
• CMDB administration (ServiceNow)
• JAMF and Intune administration
• Document Knowledgebase articles
• Network infrastructure collaboration and training
• Student Technology Consultant (STC) Training and Support

Qualifications: Essential Qualifications:

• 3+ years of experience providing technology support
• Previous experience with Mac systems
• Previous experience with Windows systems
• Previous experience with Linux systems
• Experience with JAMF, Kace, and Intune systems
• Experience knowledge writing technical documentation or knowledge articles
• 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 related work experience

Preferred Qualifications:

• Experience in a higher education supporting the student community
• 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, especially Drupal and Sharepoint
• Experience working with ServiceNow
• Experience with Canvas
• 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. EEO IS THE LAW Standard Weekly Hours: 36.25 Eligible for Overtime: No Benefits Eligible: Yes Probationary Period: 180 days Essential Services Personnel (see policy for detail): No Physical Capacity Exam Required: Yes Valid Driverâs License Required: Yes Experience Level: Associate : #LI-JJ1