Client Support Specialist

The Client Support Specialist provides IT software and hardware support to the faculty, staff, and students of Princeton University. This position is a member of the central IT organization, OIT, and the field support team responsible for supporting Molecular Biology (or other departments as required). 

The Client Support Specialist is familiar with a variety of technology and able to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The specialist supports customers in their office, as walk-ins and by phone or video conference using remote support tools. The specialist may also be asked to assist with IT field support in other departments, as needed to cover department IT support absences or partner with department IT support to assist with special projects, etc. 

The support specialist can also be called on to support and assist with special technology requests, such as such as poster printing and large-format printer maintenance; AV support; computer consultation and selection; encryption and security; asset management; printing support, troubleshooting Windows, Apple OS and iOS issues, configuration of computers; support of M365, SharePoint, Adobe and other applications.  

• Support department Windows and Mac computers, mobile devices, and other technology (such as printers and copiers) 
• Install, configure, and upgrade OS/software to maintain compliance and security 
• In collaboration with central IT Customer Support Services, leverage JAMF and/or InTune to manage department devices 
• Troubleshoot and resolve user-reported technology issues, escalating resolution to senior IT staff and/or central IT support resources as needed 
• Provide support for campus infrastructure systems, including Active Directory, storage, email, backup, and encryption 
• Provide support and trouble-shoot issues with campus collaborative applications, including Microsoft 365, SharePoint, Teams and OneDrive; Google Applications; and Zoom 
• Provide general support for the University’s teaching and learning applications and tools, including Canvas 
• Monitor department requests for IT support in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates 
• Consult on computer replacement options with department faculty and staff and procure and set up new computers per standard guidelines 
• Provide general support for department classroom and meeting room A/V equipment 
• Adhere to and meet established Service Level Agreements
  
• Support poster printing requests from the faculty, students and staff of the Molecular Biology department 
• Maintain specialized printing equipment and coordinate billing information to the department manager 
• Support specialized technology for department/program events, such as A/V suppor
  
• Oversee asset life-cycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes 
• Review available service management metrics and dashboards to ensure service standards are continually met or exceeded, and identify service issues, trends, or opportunities for improvement 
  
• Develop and share best practices and knowledge with other IT support colleagues  
• Provide suggestions for new, improvement, or correction to the campus Knowledge system 
• Partner with other IT and central IT colleagues to foster a community of IT support 
• Work on special OIT and departmental projects as assigned 

Essential Qualifications

• A minimum of 5 years’ experience providing technical support for a mid- or large-sized organization 
• Advanced knowledge of Windows and Mac computers and OS, and smartphones such as iPhone/iPad and Android devices 
• Strong understanding of and experience supporting Active Directory 
• Strong understanding of IT security best practices in computing 
• Experience using device management systems, such as Jamf and/or Intune 
• Experience supporting email client (Outlook, MacMail, Thunderbird, and Gmail) setup and troubleshooting on computers and mobile devices 
• Experience supporting and resolving issues with Office 365, particularly Exchange 365 
• Experience supporting printing and networking 
• Clear, concise and timely written and verbal customer communications 
• A commitment to professional and courteous customer service 
• Ability and interest to keep up to date with the latest trends in personal computing and mobile technology 
• Ability to consult with department members on computer hardware and software offerings 
• Excellent organizational skills and the ability to multitask and manage competing priorities 
• Excellent interpersonal and communication skills 
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes 
• A valid driver license and ability to use various transportation modes (i.e., Limited Speed Vehicle (LSV), bicycle, walking) to navigate campus  
• Ability to lift 25 to 50 lbs. (e.g., computer equipment) 
• Education: Bachelor’s degree or equivalent experience

Preferred Qualifications

• A+, MCP, MCSE, Apple and/or MCSA certifications 
• Previous experience as a Mac Genius, or similar, supporting a MacOS environment  
• Experience with ServiceNow, Bomgar, and/or Drupal 
• Previous experience providing support in a higher education setting 
• Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script 
• Knowledge of MS SQL for queries and reporting 
• Familiarity with conference room audio-visual equipment. 

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. KNOW YOUR RIGHTS

36.25

No

Yes

180 days

No

No

No

Associate

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