Technical Support Specialist

Princeton, Mercer County
Jun 19, 2014
Administrative Jobs
Technology, IT Support & Training
Position Summary: Princeton University's Office of Information Technology is seeking a Technical Support Specialist to work in its Support and Operations Center. The Support and Operations Center is a 24x7 technology support center, providing assistance with using technology to members of the University community. The SOC provides telephone, e-mail and on-line chat consultations and is the front door to the Office of Information Technology for the University community. The general technical SOC specialist consults with members of the University community on technical questions and issues and is expected to explore the problem with the customer, triage and research it, and then present the solution in a way the customer can understand. In addition, the SOC specialist analyzes reported issues to determine if there are problems that need to be escalated, spotting trends out of what can often be confusing data and at other times identifying themes that are difficult to isolate. The SOC specialist has to follow up on all escalated issues to ensure resolution. Strong communication skills, both verbal and written, are important, as the SOC specialist has to interpret technical material into non-technical answers. The SOC specialist is expected to document solutions to problems for a customer-facing knowledge base as well as write internal technical documentation and procedures. Much of the communication with customers is done via originally written e-mail. The SOC specialist must be part teacher, as a goal of the SOC is to educate the customers so they can work independently. The technology environment changes rapidly and it is critical that the SOC specialist continues with professional development. There is little opportunity for formal training so the SOC specialist needs to stay abreast of technology and be prepared to explore new technologies in response to customer needs. The SOC specialist needs to have an in-depth understanding of the campus technology infrastructure, as well as an understanding of the campus organization. As it is never clear what the issues of the day will be, the SOC specialist must be flexible, exercise judgment and work independently. In addition to being technically proficient, the SOC specialist is highly customer focused and service oriented, and has access to confidential information, needing to understand and respect privacy. Responsibilities: - Consult with University faculty, researchers, staff and students on the availability and use of campus information technology. Resolve complex problems as they occur. Administer, provide support and monitor the University's administrative, academic and operational systems. Analyze issues to determine if there are problems that would impact the University's operations and bring them to closure. - Write technical articles for the campus facing OIT KnowledgeBase as well as write articles for the internal SOC document repository. - Consult with customers and provide system administration for the campus printing environment and the job tracking ticketing system. - Actively participate in professional development in order to maintain technical knowledge.

Essential Qualifications: - Willingness to work toward mastery of new technologies and skills as the needs of the user community change. - Critical thinking, analytic and problem solving skills. - Ability to work in a team environment. - Good organizational skills, excellent written and oral communication skills, and attention to detail. - Commitment to professional customer service. - 2 years experience providing multiplatform computer and network technical support, including over the telephone, as well as 2 years experience in a customer service position (can overlap and can be as a student). - Experience with desktop computers and operating systems. - Strong interpersonal skills, the ability to lead a collaborative team. - Ability to work in a fast paced technical support center with rapidly shifting focus. *The successful candidate must be able and willing to work various and rotating shift schedules throughout the year. *The final candidate will be required to successfully pass a background check successfully. Bachelor's degree or equivalent experience

Preferred Qualifications: - Background supporting a TCP/IP network, desktop computers (running Windows, Mac OSX or Unix/Linux) and general productivity tools. - Experience working higher education with faculty, staff and students. - Experience with directory services (Windows active directory and ldap). - Experience working with a job tracking ticketing system.

Education Required: Other-see essential qualifications

Application Deadline: Open Until Filled or See Position Summary.

Princeton University is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.