Overview
The technical support analyst role is responsible for providing Information Technology (IT) service and support for the Dean's Office of the School of Engineering & Applied Science at Princeton University. In addition, this position provides IT software and hardware support to faculty, staff and students of the following academic units: Andlinger Center for Energy & the Environment, Keller Center for Innovation in Engineering Education, Center for Information Technology Policy, and strategic initiatives in engineering including robotics.
These groups, totaling over 150 users, are located in four different buildings and contain 17 department-owned conference spaces, including a 200-seat auditorium with broadcasting capabilities and a 125-seat multi-purpose room; support also includes several research labs and makerspaces. Position provides technical oversight and assistance for numerous building, research equipment and infrastructure systems, such as gas monitoring, nitrogen, loading dock systems, and more.
The analyst must be familiar with a variety of technologies and able to lead efforts to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The analyst supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools.
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
- Troubleshoot and resolve general user-reported technology issues and challenging issues brought forward by the support team, escalating resolution to senior IT staff and/or central IT support resources as needed
- Provide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex
- Support user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions)
- Assist users with technical requests and setups including new software, printing/copying/scanning, websites/maintenance, and other IT services
- 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; 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 procedure to ensure privacy, security and proper data use
Academic and Event Support:
- Provide general support for the University’s teaching and learning applications and tools, including Canvas
- Provide support for shared space/meeting room technology including audio-visual equipment, projectors, AppleTV, Barco ClickShare, and Crestron panel technologies
- Support and assist in hybrid meetings, often in spaces that do not natively support this option, including planning, configuring, executing, troubleshooting and directing
- Train users on how to use technology in conference spaces and work to ensure all meetings are executed successfully
Department-specific Technology Support:
- Provide backup support for critical building infrastructure systems including Gas Monitoring System and nitrogen billing system
- Support various automated processes using web-based automation tools within the School of Engineering, such as the Machine Shop request system, Loading Dock package delivery system, package lockers, Robotics equipment scheduling system, and more
IT Asset and Service Management:
- Manage asset lifecycle management for department 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 department faculty and staff 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
- Manage department inventory of loaner equipment according to defined asset management and managed device security policies
- Monitor and assign IT support requests and tasks in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates
- Ensure adherence by the team to established Service Level Agreements
- Review available service management metrics and dashboards to ensure service standards for the team are continually met or exceeded
- Identify and implement 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 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
- Support, educate and train faculty and staff
- Create, maintain and/or enhance process and systems documentation
- Manage other special projects as assigned
Qualifications
Required qualifications:
- 5+ years of experience providing technical support
- A commitment to professional and courteous customer service
- Ability to be “quick on your feet,” thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives
- Advanced knowledge of Windows and Macintosh computers, OS, and smartphones 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 keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurity
- Excellent organizational and interpersonal communication skills, and the ability to prioritize
- Ability to work well both independently and in a team environment
- Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
- Ability to lift 25 to 50 lbs. (e.g. computer equipment) and to climb stairs in a four-story building
- Availability to work some late afternoon/evening and weekend hours, as needed
- Education: Bachelor’s degree or equivalent professional work experience
Preferred qualifications:
- Experience providing technology support in a higher education setting 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
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
No
Valid Driver’s License Required
No
Experience Level
Mid-Senior Level
Salary Range
$94,000 to $107,000