Technical Support Analyst

Princeton University is seeking a Technical Support Analyst to provide IT service and support for the Dean’s Office of the School of Engineering & Applied Science.

Responsibilities

• Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users, including device setup and recovery or replacement
• Troubleshoot and resolve user-reported technology issues, including complex cases escalated to senior IT staff and/or central IT resources as needed
• Provide support for collaboration tools, including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex
• Support access and data management, including network, username/password, multi-factor, system access, storage, encryption, backups, and security permissions
• Assist with technical requests and setups, including new software, printing/copying/scanning, websites/maintenance, and other IT services
• Install, configure, and facilitate OS/software upgrades to maintain compliance and security
• Ensure timely remediation of security vulnerabilities and incidents
• Manage provisioning, renewal/closure, and ongoing security for shared or sponsored department accounts
• Support alignment with University IT and Information Security policies and procedures; participate in periodic risk assessments and promote University and security best practices to end users
• Handle personal, proprietary, and/or confidential data with strict confidentiality and follow procedures for privacy, security, and proper use
• Support teaching and learning tools, including Canvas
• Support shared space and meeting room technology, including audio-visual equipment such as projectors, AppleTV, Barco ClickShare, and Crestron panel technologies
• Assist with hybrid meetings in spaces that may not natively support the option, including planning, configuring, executing, troubleshooting, and directing
• Train users on using conference space technology to help ensure meetings run successfully
• Provide backup support for critical building infrastructure systems, including the Gas Monitoring System and nitrogen billing system
• Support automated processes using web-based automation tools within the School of Engineering (e.g., Machine Shop request system, Loading Dock package delivery system, package lockers, Robotics equipment scheduling system)
• Manage department technology asset lifecycle, including accurate database records, action on refresh notifications, and device recovery or retirement within expected timeframes
• Consult on computer replacement options for faculty and staff and procure and set up new managed computers and peripherals per standard guidelines
• Coordinate hardware diagnosis and repair and loaner equipment requests with OIT and/or vendors
• Manage department inventory of loaner equipment in line with defined asset management and managed device security policies
• Monitor and assign IT support requests and tasks in ServiceNow, and respond with timely, detailed communications and updates
• Ensure adherence to established Service Level Agreements and review service management metrics and dashboards to meet or exceed service standards
• Identify continuous improvement and cost savings opportunities for the department
• Share best practices and knowledge with departmental and central IT colleagues
• Contribute to and maintain central IT support documentation, including knowledge articles
• Provide input to new and enhanced processes or services and support related testing efforts
• Participate in departmental and OIT projects as assigned
• Facilitate change management, including department-level communication and implementation of new or changed services and policies
• Support, educate, and train faculty and staff
• Create, maintain, and/or enhance process and systems documentation
• Support other special projects as assigned

Requirements

• 5+ years of experience providing technical support
• Commitment to professional and courteous customer service
• Ability to think critically, move quickly when issues arise, and collaborate with IT colleagues to drive resolution and initiatives
• Advanced knowledge of Windows, Mac, and smartphone systems such as iPhone/iPad and Android devices
• Strong understanding of network connectivity, security, and troubleshooting
• Understanding of IT security fundamentals and best practice
• Understanding of IT asset management fundamentals
• 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 stay current with developments in personal computing, mobile technology, and cybersecurity
• Excellent organizational and interpersonal communication skills with the ability to prioritize
• Ability to work independently and as part of a team
• Willingness to work toward mastery of new technologies and skills as needs and University/OIT direction change
• Ability to lift 25 to 50 lbs (e.g., computer equipment) and to climb stairs in a four-story building
• Availability for some late afternoon/evening and weekend hours as needed
• Education: Bachelor’s degree or equivalent professional work experience

Technologies

• Windows
• Macintosh
• iPhone/iPad
• Android devices
• Microsoft 365
• SharePoint
• Teams
• OneDrive
• Google Applications
• Zoom
• Webex
• Canvas
• Audio-visual equipment
• Projectors
• AppleTV
• Barco ClickShare
• Crestron panel technologies
• ServiceNow
• MS Outlook
• Gmail
• Gas Monitoring System
• Nitrogen billing system
• Machine Shop request system
• Loading Dock package delivery system
• Package lockers
• Robotics equipment scheduling system
• Multi-factor

Preferred Qualifications

• Experience providing technology support in higher education or for a mid- or large-sized organization
• Experience using a service management system
• Experience with ServiceNow, Bomgar, and/or Drupal
• Experience with device management systems including Intune and Jamf
• Experience supporting systems integrated with Active Directory or Entra ID
• Experience with Linux
• Familiarity with conference room audio-visual equipment such as Zoom Rooms/Logitech, OneBeyond camera system, or GlobalViewer Enterprise
• 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

Benefits

• Benefits Eligible: Yes
• The University also offers a comprehensive benefit program to eligible employees

Job Details

• Location: Princeton, NJ (onsite)
• Salary: USD 94,000 to 107,000 per yearly
• Standard weekly hours: 36.25
• Eligible for overtime: No
• Probationary period: 180 days
• Essential services personnel: No
• Physical capacity exam required: No
• Valid driver’s license required: No
• Experience level: Mid-Senior Level ( #LI-JJ1 )