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IT Technical Support Specialist (Mac OS)

Employer
Princeton University
Location
Nassau Hall
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Job Details

Overview

The Computing Support Specialist (SCAD/DCS) provides the overall administration and support of desktop computing for the Center for Statistics and Machine Learning (CSML) and the Center for Digital Humanities (CDH). Support will include purchasing and maintaining all technology in the office spaces, workstations, and conference rooms. The specialist must be familiar with a variety of technologies and be able to troubleshoot and resolve issues. This position reports to the Assistant Director in CSML and to the Business Manager in CDH. There will be physical office space in each of the two departments designated for the computing support specialist, and the specialist is expected to be onsite for several days each week. The role will require a high level of professionalism and an ability to communicate effectively and appropriately, both in writing and verbally, with a broad range of people. This role requires a strong commitment to teamwork, a desire to keep abreast of new software and hardware technologies, and the ability to be proactively engaged in the goals of the department.

 

This position is charged with analysis and development of IT processes and improving business operations. This individual will champion operational excellence in alignment with the needs of the community.

Responsibilities

With a focus on customer service, the computing support specialist will provide day-to-day, in-person and remote support to diagnose, troubleshoot, and resolve software and hardware issues and questions on both system administration, maintenance, and support of Microsoft Windows (Windows 10,11), MacOS (Catalina and 12 Monterey) systems in an Active Directory domain. More specifically, they must:

  • React quickly to sudden and unplanned issues and may need to provide temporary workaround solutions until permanent solutions are reached.
  • Follow university and department guidelines for purchasing and setup of software and hardware. They must track purchased software licenses and upgrade information, install, configure, and troubleshoot a variety of desktops (PC and Mac), network hardware (printers and copiers), and install and maintain applications (Office suite, Adobe Suite) and information access tools.
  • Maintain equipment inventory and follow procedures and policies to surplus expired or non-functioning equipment. Keep loaner equipment updated and ready for use.
  • Ensure staff have the proper access to department resources, such as printers, shared network drives and listservs.
  • Educate and train staff on proper computing techniques, prepare technical documentation and instructions as needed.
  • Support and troubleshoot the use of AV technology/media in the classrooms and meeting rooms, both when onsite and hybrid, for faculty, staff, and students.
  • Provide backup support for ISS/AV support.
  • Provide AV/Zoom training where needed for faculty and staff.
  • Support AV needs for all departmental events (remote, hybrid, and onsite).
  • Provide database administration of websites using Drupal CMS.
  • Program in HTML, SQL, CSS, PHP, JavaScript, XSL, XML.
  • Set up links and maintain pathways from office to home computers for Secure Remote Access to desktop computers – increasingly important in our hybrid work environment.
  • Help with construction, design, development, maintenance, content security, management and testing of websites. 
  • Act as the department telephone coordinator collaborating with OIT to order, setup and support desk phones, headsets, and smartphones, iPads.
  • Participate in the Support for Computing in Academic Departments/Department Computing Support (SCAD/DCS) program by attending monthly SCAD/DCS meetings and trainings, including those for certifications.
  • Keep abreast of new technologies as they evolve and maintain a collaborative working relationship with the SCAD/DCS community and units in the Office of Information Technology.
Qualifications

Essential Qualifications

  • Bachelor's degree and/or equivalent relevant working experience.
  • 3-5 years’ significant experience providing hands on desktop support for both software and hardware in an office setting. This includes support of desktops, laptops, printers, mobile devices, copiers, AV and general office equipment.
  • 3-5 years’ experience supporting a Windows environment and Microsoft Office including Outlook, Word, Excel, PowerPoint, and SharePoint, as well as Mac OS.
  • Experience with Drupal 7-8 CMS editing.
  • Ability to work independently, demonstrate initiative, prioritize work, and solve problems creatively.
  • Excellent organizational and communication skills.
  • Strong customer service skills including the ability to instruct, share knowledge, and make recommendations through written and oral communication with nontechnical users.
  • Must be able to lift 25-50 lbs.

Preferred Qualifications

  • Experience providing technical support in a higher education setting. 
  • Expert experience with both OS Mac OS and Windows 10, 11.
  • Experience with Django/Wagtail CMS editing.
  • Experience with ServiceNow, Bomgar and CrashPlan.
  • Experience providing technical support to software developers, designers, or data 
  • analysts. 
  • Familiarity with web accessibility best practices.
  • Prior work experience/familiarity with university applications, knowledge in creating, updating, and routing ServiceNow trouble tickets in response to issues detected or technical support requests received.
  • Certification as a Microsoft Systems Administrator and Engineer (on Windows with security specialization), and Apple Help Desk Specialist and Technical Coordinator (on Mac OSX).

 

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 Hours36.25Eligible for OvertimeNoBenefits EligibleYesProbationary Period180 daysEssential Services Personnel (see policy for detail)NoPhysical Capacity Exam RequiredYesValid Driver’s License RequiredNo Experience LevelAssociate#LI-JJ1

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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