Technical Support Specialist

Overview:

This position provides technical support to the Department of History, including the Shelby Cullom Davis Center for Historical Studies, and the Center for Collaborative History. This individual will provide support to the faculty (57), staff (13), Fellows (10/year- changes every year), postdocs (4-6), research scholars (3), and scholarly guests in addition to collaborating with the central Office of Information Technology (OIT).

The incumbent must have strong experience in installing, configuring, and supporting computers, mobile devices, common peripheral devices, and classroom/conference room equipment, including corresponding operating systems and cloud-based and local applications in a heterogeneous environment. Essential qualities for this position include initiative, excellent organizational and interpersonal skills, the ability to work independent and to manage multiple priorities simultaneously. The individual must keep abreast of current and newly emerging technologies. Occasional scheduling flexibility is required to support academic events and conferences that scheduled during late afternoon/early evening or on the weekend.

Responsibilities:

Technology Support & Security:

• 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 the IT Support Manager and/or central OIT 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, applications) and proactively review/monitor data management (storage, encryption, backups, and security permissions) for timely remediation
• Assist users with technical requests and setups including new hardware, software, printing/copying/scanning, websites/maintenance, and other IT services
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security
• Provide timely remediation of security vulnerabilities and incidents
• Support the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts
• Support department alignment and compliance with the University's IT and Information Security policies and procedures; 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 confidentiality

Department-specific Technology Support:

• Support specialized technology equipment and/or software needs for the department such as specialty book scanners; coordinate equipment standards with the Office of Information Technology (OIT) and/or University Services
• Meet regularly with the IT Support Manager to ensure department specific needs and goals are being met
• Support projects for IT solutions that are new or unique to department needs, leveraging OIT services and best practices
• Facilitate use of specialized departmental software licenses including NVivo, ArcGIS, GlobalViewer, TeamViewer, Zotero, Scrivener
• Advise faculty and graduate students in the application of technology for historical teaching and research including digital humanities and digital asset management
• Provide support for events and conferences outside of normal business hours on occasions when needed
• Develop and maintain a network of partnerships with interrelated departments and centers

IT Asset and Service Management:

• Support asset lifecycle management for department technology, including maintaining accurate database records and recovering/retiring devices within expected timeframes
• Provide general consultation on computer replacement options with department faculty and staff and then as per standard guidelines, set up new managed computers and peripherals
• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors
• Manage department inventory of shared equipment according to defined asset management and managed device security policies
• Monitor IT support requests and incidents in the University's service management system (ServiceNow) and respond in the system with timely and detailed communications and updates
• Strict adherence to established Service Level Agreements
• Support and promote opportunities for continuous improvement or cost savings for the department

Support the Community and Special Projects:

• Share best practices and knowledge, partnering with other departmental and central OIT colleagues to foster a community of IT support and collaboration
• Contribute to and help maintain central OIT 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
• Support change management including department-level communication and implementation of new/changed services and policies

Qualifications:

Essential Qualifications:

• Significant hands-on experience supporting, administering, and maintaining both Mac OS and Windows operating systems
• Strong troubleshooting, analytical, and problem-solving abilities, with the capability to identify patterns and resolve technical issues effectively
• Demonstrated experience with standard systems and software applications, including Microsoft 365 (Outlook, Word, Excel, etc.) and Adobe Creative Cloud
• Understanding of networking concepts, including TCP/IP and related protocols
• Familiarity with desktop and laptop security tools and best practices for device protection and data security
• Strong customer service orientation with excellent communication and interpersonal skills; able to build effective working relationships with individuals of diverse backgrounds
• Ability to work independently and collaboratively within a team, manage multiple priorities, follow through on open items, and meet deadlines reliably
• Self-motivated and eager to research and learn new technologies, with a demonstrated ability to adapt to evolving tools and systems, including hardware, software, mobile devices, and peripherals
• Excellent organizational skills and attention to detail
• Flexible and willing to adjust work hours to support occasional evening and weekend events or conferences
• 3+ years of related work experience
• Bachelor's degree in Computer Science, a related field, or equivalent work experience
• Must be able to lift up to 30 lbs., twist, bend, and work in awkward positions when required

Preferred Qualifications:

• Prior experience providing technology support for a mid- or large-sized organization or in a higher education setting is a plus
• Experience using a service management system
• Experience with conference room audio/visual equipment (AppleTV, Zoom Room, Crestron) and accompanying applications
• Experience with remote troubleshooting

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.

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 Driver's License Required: No Experience Level: Associate : #Ll-DP1 Salary Range: $73,000 to $81,000