Technical Support Specialist
Requisition # 2017-7447
Department Support Services
Category Information Technology
Date Posted 5/10/2017
Full-Time / Part-Time Full-Time
Application Deadline ..
Princeton University's Office of Information Technology is seeking a Technical Support Specialist to work in its Support and Operations Center (SOC). The SOC is a 24/7/365 support resource that provides technology assistance to University faculty, staff and students by telephone, email and on-line chat. The SOC technical support specialist explores reported problems with the customer, triages and researches the issue, and then presents a solution. The SOC specialist also escalates issues, as needed, identifies trends and themes that are sometimes difficult to isolate, and follows up on escalated issues to ensure resolution.
Strong communication skills, both verbal and written, are important in this role as the SOC specialist must interpret technical material into non-technical answers. Much of the communication with customers is facilitated through written e-mail. The SOC specialist is part teacher, as a goal of the SOC is to educate customers so they can work independently. The SOC specialist documents solutions to problems for a customer-facing knowledge base, as well as helps develop internal technical support documentation and procedures.
In addition to being technically proficient, the SOC specialist is highly customer focused, service oriented and must respect the confidential information of others.
- Consult with University faculty, researchers, students and staff on the availability and use of campus information technology.
- Research and resolve customer technical problems.
- Administer, provide support, and monitor University administrative, academic and operational systems.
- Analyze issues to determine if they impact University operations and bring them to closure.
- Write technical support articles for the campus-facing, self-help knowledge base, and the internal SOC document repository.
- Consult with customers and provide system administration for the campus printing environment and service management systems
- A commitment to continual professional development and learning new technologies
- Excellent analytical, problem solving, and organizational skills
- Ability to manage competing priorities and maintain a cooperative, collegial approach
- A willingness to work in a support center committed to providing customers with focused attention
- Experience providing multi-platform computer and network technical support, including support by telephone
- Knowledge of multiple computer platforms and operating systems
- Previous experience providing customer service
- Ability to work the night shift, 7 PM to 7 AM, on a repeating schedule of 7 shifts within a 2 week period
- Background supporting a TCP/IP network, computers (running Windows, Mac OSX or Unix/Linux), and general productivity tools
- Experience in a higher education setting
- Experience with directory services (Windows active directory and LDAP) and a job tracking ticketing system
Education: A bachelor's degree, or equivalent previous experience
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
Standard Weekly Hours
Eligible for Overtime
Essential Services Personnel (see policy for detail)
Physical Capacity Exam Required
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