Job ID: 2024-20154 Type: Full-Time # of Openings: 1 Category: Information Technology
Overview
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 IT 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 IT 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 IT 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.
Responsibilities
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)
Qualifications
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
