Technical Support Specialist

Princeton University • Princeton, NJ • 1h ago

Department High Meadows Environmental Ins Category Information Technology Job Type Full-Time Overview High Meadows Environmental Institute (HMEI) seeks an Technical Support Specialist to provide IT software and hardware support to faculty, researchers, administrative staff, departmental visitors and guests, and students affiliated with HMEI at Princeton University including support for IT applications used in offices, Environmental Studies (ENV) classrooms, teaching labs, computing labs and collaboration spaces.The Technical Support Specialist must be a versatile technician, familiar with a variety of technologies and able to troubleshoot and resolve issues with Windows PCs and servers, Mac computers, tablets, and smartphones. The Technical Support Specialist may also be called on to facilitate and support HMEI meetings, events and gatherings.The successful candidate for this position must possess the necessary professional skills and acumen, be poised, and use discretion in handling sensitive information and in interactions with high-profile faculty, researchers, administrative staff, and visitors, and in support of special events while maintaining the utmost level of confidentiality and professionalism.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 onsite in Princeton, NJ. Responsibilities Technology Support & 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, escalating resolution to central IT support resources as needed and appropriate.- 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.- Support user access management (i.e., network, username/password/multi-factor, systems) and data management (i.e., storage, encryption, backups, and security permissions).- 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.- Provide support for shared space/meeting and classroom technology needs including audio-visual and video recording equipment.- 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 classrooms, teaching labs, and conference rooms; coordinate equipment standards with OIT and/or University Services and facilitate vendor purchases/installations.- Maintain, organize and distri

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