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University Applications Support Specialist

Employer
Princeton University
Location
Princeton, NJ

Job Details


University Applications Support Specialist

US-NJ-Princeton

Job ID: 2019-10066
Type: Full-Time
# of Openings: 1
Category: Information Technology
Princeton University

Overview

The University Applications Support Specialist provides support, technical guidance, incident response, escalation, and first contact resolution in a fast-paced, ever-changing, 24x7 Support and Operations Center (SOC). Direct customer interaction to educate, troubleshoot, escalate, resolve incidents, and fulfill requests will encompass most daily activities. Consult with faculty, staff, students, and the University’s vibrant alumni community on business applications and all the other technical services offered through the Office of Information Technology (OIT).



Responsibilities

  • Provide support to the University community for administrative university business applications and services including PeopleSoft Financials and HCM/CS (Curriculum Management, Faculty Self Service, etc), Cognos, Time Collection, the Faculty Computer Program, Student Activities Funding Engine, and MyFax.
  • Provide administrative level support for creation, maintenance, and proper security of University netID’s; such as individual, service, resource, travel, guest, and student organization accounts.
  • Administer various cloud resources, such as Dropbox, MS Office365, Google’s G suite, and Listserv.
  • Administer the creation of University alumni email and provide support for the alumni community.
  • Execute through guidelines and instructions, the posting of broadcast mass mailings to the University and Alumni communities.
  • Adopt a first contact resolution philosophy; resolving complex issues via telephone, live chat, email, and through the use of a ServiceNow ticketing system.
  • Troubleshoot customer issues regarding all OIT services; such as account access, networked and local resources, and IT security issues, along with University department specific academic systems.
  • Provide remote administrative level desktop support for the entire affiliated University community.
  • Post outages and alerts; identify, report, and resolve incidents; fulfill technical requests.
  • Utilize industry standard tools to monitor, assess, diagnose, resolve, and escalate incidents.
  • Actively respond to IT security related events.
  • Consult and work on new and existing Support Services projects.
  • Work on other special projects and assignments as needed.


Qualifications

  • 1 to 2 years of experience providing technical support for desktop computers, including over the phone and 1 to 2 years of experience in a customer service position (can overlap and can be as a student).
  • Must have the ability to provide remote support through various mediums (phone, chat, email, etc.).
  • Mature interpersonal skills, with excellent organization, written and oral communication skills; ability to work in a fast-paced support center and maintain attention to detail; commitment to continual process improvement.
  • Strong analytical and problem-solving skills; disciplined and self-motivated; ability to work with multiple simultaneous priorities; and professional customer service in a multi-tiered support environment.
  • Theoretical understanding and practical knowledge of complex networking, Active Directory, Exchange, and cloud-based solutions (G-Suite, Office365, etc.).
  • Flexibility to work alternate shift schedules throughout the year as the demands of the academic calendar dictate.
  • Mastery of current productivity technologies and a willingness to acquire additional skills as the needs of the University community change or are deemed necessary for the improvement of support service, the betterment of OIT, or the successful fulfillment of the University’s mission.
Preferred Qualifications

  • Previous experience working in a higher education environment.
  • ServiceNow Experience.
  • Experience supporting productivity business applications (G-Suite, Office365, etc.).
  • Call center or Help Desk experience.
Education

  • Bachelor's degree or equivalent related work 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

PI108549227

Organization

Princeton entrance

Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and the service of humanity. As a world-renowned research university, Princeton seeks to achieve the highest levels of distinction in the discovery and transmission of knowledge and understanding. At the same time, Princeton is distinctive among research universities in its commitment to undergraduate teaching.

Princeton University facultyOpportunity and Impact

At Princeton, every member of our community plays an important role in our mission of teaching and research. That mission provides every faculty and staff member with the opportunity to make an impact bigger than oneself. Learn about working at Princeton and meet some of our wonderful employees.

 

Services and Resources

When you make a commitment to our teaching and research mission, you will have access to the University’s world-renowned resources to help you succeed at work and in life. Discover the exceptional benefits and unique opportunities we offer as part of our commitment to you.

Work-Life Integration

Life is complicated. At Princeton, we recognize that and are sensitive and responsive to the challenges our employees face. The University offers a broad array of benefits and services that help our staff in a variety of ways.

Explore Our Job OpeningsPrinceton students and prof

Whether you’re already part of our community or just getting to know us for the first time, we invite you to imagine the meaningful difference you can make while working at Princeton. For faculty member and academic professional opportunities, visit the Dean of the Faculty website. For staff member job openings and to join our Talent Network, visit our Careers website.

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