Technical Support Specialist

Overview:

The incumbent is expected to work collaboratively and in a spirit of cooperation and teamwork with other members of the HMEI administrative team including other IT Support Specialist(s). The incumbent may be required to provide general IT and event support outside of normal business hours on occasion as needed.

The position is fully on-site in Princeton, NJ.

Responsibilities:

Technology Support and Security:

• Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement.

• 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.

• Assist users with technical requests and setups including new software, printing/copying/scanning, web development/maintenance, and other OIT services.
• 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; create and maintain reports.
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security.
• Ensure timely remediation of security vulnerabilities and incidents.
• Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts.
• Facilitate department alignment and compliance with the University’s IT and Information Security policies and procedures as appropriate; participate in periodic risk assessments and consistently promote University and security best practices to end users.

• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedures to ensure privacy, security and proper data use.

Department-specific technology support:

• Support use of specialized technology equipment and/or software needs for HMEI users and ENV teaching labs; coordinate equipment standards with OIT and/or University Services and facilitate vendor purchases/installations.
• Maintain, organize and distribute HMEI loaner equipment and accessories (i.e., laptops, Garmin GPS devices, etc.).
• Meet regularly with management to ensure department specific needs and goals are being met.
• Research, develop, and/or project manage IT solutions to support department needs leveraging OIT services and best practices.

-Contribute to and foster a collaborative team-work environment.

IT Asset and Service Management:

• Support asset lifecycle management for department technology, including equipment purchases, maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes.
• Provide general consultation on computer replacement options with HMEI users and procure and set up new managed computers and peripherals per standard guidelines.
• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors.
• Support department inventory of loaner equipment according to defined asset management and managed device security policies.
• Adhere to established Service Level Agreements.
• Review available service management metrics and dashboards to ensure service standards for the team are continually met or exceeded.

Miscellaneous responsibilities and special projects:

• Provide technical and AV support for HMEI meetings and/or events as needed and during peak periods.
• Participate in OIT and departmental projects as assigned.
• Facilitate change management including department level communication and implementation of new/changed services and policies.
• 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.

Qualifications:

Essential Qualifications:

• A minimum of 5 years’ experience providing technical support.
• A commitment to professional and courteous customer service.
• Ability to be “quick on your feet”, think critically and collaborate with IT colleagues to resolve issues and advance initiatives.

• Strong understanding of network connectivity, security, and troubleshooting.
• Understanding of IT security fundamentals and best practices.
• 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.
• Motivated and able to keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurity.

• Ability to work well independently, in a team environment and collaboratively with stakeholders across campus (i.e., OIT, AV services, Venue Services, etc.).
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes.
• Work environment involves expectations for providing outstanding customer service, the ability to meet deadlines, and the ability to remain poised under pressure and in the presence of competing priorities.
• Flexibility to adjust the hours of their workday and/or hours worked on occasion to accommodate HMEI projects, deadlines, and events requiring support. ‘On call’ responsibilities may be required occasionally.
• Ability to lift 25 to 50 lbs. (e.g. computer equipment).

Preferred Qualifications:

• Understanding of IT asset management fundamentals (highly preferred).

• Experience supporting large meetings, events, gatherings, classes with strong familiarity with A/V technology; familiarity with hybrid A/V technology setup and support.
• 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.

• 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.

KNOW YOUR RIGHTS

1. 25

Eligible for Overtime: No

Benefits Eligible: Yes

Probationary Period: 180 days

Essential Services Personnel (see policy for detail): No

Physical Capacity Exam Required: No

Valid Driver’s License Required: No

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