The Desktop Support Specialist position for University Services will provide help desk and onsite support for the staff of Princeton University Services in regard to hardware, software, and networking. University Services includes the following departments: Business Services; Campus Dining; Campus Venue Services; Conference & Event Services; Finance and Administration; Housing and Real Estate Services; the Office of the Vice President; Print and Mail Services; and TigerCard, Transportation and Parking Services.
The Desktop Support Specialist position is a result of the need for embedded computer support within University Services. This position will support the efforts of the Manager of IT Support to offer onsite computing support to the whole of University Services under the leadership of the Director of Information Technology while enhancing the mission and vision of University Services, which will benefit the Princeton University campus community. The goal of University Services is to provide the highest level of service that supports Princeton’s educational mission & meets the expectations of the campus community by incorporating our core values of integrity, collaboration, excellence, and innovation into all that we do.
A full job description will be furnished prior to interview.
On a daily basis, respond via phone and in person to computing questions and issues raised by University Services staff members, and issues assigned to University Services Desktop Support Specialist by OIT partners through the Service Management application (SN@P).
Support Windows, Mac, and Chrome based operating systems and hardware.
Regularly create and update IT documentation related to various systems supported by University Services.
Configure and setup computers, laptops, printers, mobile devices, and other miscellaneous hardware.
Install and support nonstandard software and hardware as needed (label printers, digital signage, digital scales, campus card system accessories, etc.)
Regularly assist staff in moving computer equipment to various locations across campus.
Ensure that staff members are setup and given proper access to resources such as printers, shared network drives, and listservs.
Support remote access needs to staff, contractors, departmental computer users, and routinely review workstation backup reports.
Maintain equipment replacement schedules and roadmaps in alignment with OIT recommendations and guidelines. Keep the departmental equipment inventory database up to date as equipment is purchased or replaced. Follow University procedures and policies to surplus expired or nonfunctioning equipment.
Respond to and communicate progress and status of various IT outages and issues that may affect University Services staff members or the work/office space.
Escalate issues when necessary to the correct OIT support services unit. Use the Service Management application (SN@P) to request technical support from OIT departments or to report outages and issues.
Assist in the completion of technical projects delegated by the Manager of IT Support. It is expected that any project related tasks delegated to the Desktop Support Specialist will be completed in a timely manner and will have detailed documentation regarding standard project management information, I.E., objectives, timelines, key contacts, critical path components.
Perform limited system administration functions on select Windows servers. This function includes performing regular driver updates, managing print queues, and occasionally troubleshooting OS related issues related to Windows Server 2012 R2, 2016, and other technologies as they become available.
Attend monthly SCAD/DCS meetings and relevant training classes offered. The Desktop Support Specialist will keep abreast of new technologies as it pertains to University Services and maintain a collaborative working relationship with the SCAD/DCS community and units in the Office of Information Technology.
The Desktop Support Specialist may be required to represent the Manager of IT Support at meetings and to provide guidance and advisement to the staff on their behalf. The position will also attend regularly scheduled staff meetings, committee assignments, and other staff development opportunities.
Minimum Required Knowledge, Skills & Experience:
Minimum High School Diploma or GED required.
3-5 years related experience in the area of end user desktop support and customer service in an office setting.
3-5 years’ experience in the administration, maintenance, and support of Windows operating systems (Win 7 – 10), support of various MS Office applications including Outlook, Word, Excel, PowerPoint, Mac OSX, and experience with computing hardware including desktops, laptops, printers, mobile devices, copiers, and general office equipment.
Ability to act with tact and diplomacy and have the ability to retain confidentiality.
Working knowledge of Adobe Software, AntiVirus Software, Hardware and Software Encryption.
Excellent customer service attitude; strong organizational, interpersonal and problem-solving skills, able to communicate effectively, written and verbal, with a broad range of people.
Demonstrated ability to troubleshoot various computing and mobile device issues.
Must be self-motivated, demonstrate initiative, and able to work independently while managing multiple tasks and priorities.
The Desktop Support Specialist must also have the ability to work well in a team environment and the ability to maintain positive working relationships with and provide service to individuals from diverse backgrounds.
The successful candidate must be flexible and adaptive to the evolving needs of University Services, able to work autonomously and with initiative, and be adept at problem solving. The Desktop Support Specialist must interact effectively with individuals at all levels within and outside the University, and possess the judgment and discretion needed to handle confidential information. The Desktop Support Specialist must possess excellent management, analytical, and customer service skills. He/she will assess the needs of staff, clients, and customers and will work with the appropriate University Services departments to assure that expectations are met and/or exceeded.
Valid Driver's License.
Associate’s degree in Information Technology or a related field or discipline.
ITIL Foundation Certification’s or experience in an ITSM based environment.
Demonstrated experience with Windows Server and Active Directory.
Demonstrated experience with mobile-device management platforms.
Demonstrated experience with Powershell, Chocately, batch file scripting.
Microsoft Systems Administrator and Engineer Certification and/or Apple Help Desk Specialist and Technical Coordinator Certification a plus.
Knowledge of Princeton specific systems and vendors such as: CBORD, FoodPro, SC Logic, Dell, Apple, ServiceNow, Infoblocks, ClearPass, DeSC Program, and other specialized applications.
Experience with creating, updating, and routing trouble tickets in response to issues detected or technical support requests received.
The Specialist must be able to lift 50 lbs., twist, bend, and work in awkward positions.
The Specialist will need a valid driver’s license and the ability to drive themselves to off-campus locations within University Services.
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. EEO IS THE LAW