Technical Support Specialist

Overview

The Lewis-Sigler Institute (LSI) at Princeton University is looking for a Technical Computing Support Specialist (SCAD/DCS). The SCAD/DCS reports to the IT Support Manager and is responsible for day-to-day computing support for faculty, staff, and students in the LSI.

 

This position is an onsite role. 

Responsibilities

Responsibilities will include:

• Installation, maintenance, and repair of desktop/laptop computing systems.
• Support and administration of Windows, Mac OS, and Linux operating systems.
• Support for collaboration tools such as Zoom, Skype, GoToMeeting, Microsoft Teams.
• Diagnose, troubleshoot, and repair computing hardware and software.
• Troubleshoot desktop/laptop computer security issues.
• Provide support for all standard productivity software (Microsoft Office - Access, Word, Excel, PowerPoint, Outlook; Photoshop; Acrobat; Microsoft Teams), various email and calendar clients, University administrative systems, and in-house applications. Includes installation, troubleshooting, user assistance and training.
• Installation, configuration, and maintenance of University back-up and antivirus software on all desktop/laptop operating systems.
• Order and maintain shared desktop systems used for teaching including imaging, software installation, and software upgrades.

• Educate and train administrative staff on proper computing techniques, security, and use of applications.

• Assist Linux system administrators with basic support for LSI’s research computing facility including account creation, system monitoring, triaging trouble tickets, and resetting passwords. Prepare equipment for surplus.

• Provide guidance for faculty, staff, collaborators, and students on their computing purchases; specify, order, install and configure new end user devices including Windows, Mac OS, and Linux computers, printers, smart phones, tablets, dongles and other computing related devices.

• Assist users and maintain pathways from home computers to campus systems for remote access to desktop and research computers. Assist with installation and troubleshooting of VPN and other remote access software.

• Use LSI’s helpdesk ticket system to manage tasks, requests for help, day-to-day activities.

• Provide support for LSI's wiki and calendaring applications including creation, development and maintenance of sites. Content update support for LSI's public site using Content Management Systems such as Drupal and WordPress.

• Take full advantage of training opportunities provided by the SCAD/DCS program.

• Attend monthly SCAD/DCS meetings and participate in other pertinent OIT and/or campus computing groups.

Qualifications

Essential:

• A bachelor's degree in Computer Science, related field or equivalent work experience, with experience in a university setting a plus.
• Significant experience in administration, maintenance, and user support of Mac OS and Windows. Experience with Linux as both a user and administrator is desired.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work effectively and collaboratively as part of a team.
• Excellent organizational skills.
• Detail-oriented and able to make connections between similar problems.
• Excellent communications and interpersonal skills, including the ability to build good working relationships with people of diverse personalities and professional backgrounds.
• A strong customer service focus.
• The ability to work independently, self-motivate, and to manage multiple priorities simultaneously is essential. Ability to research hardware and software issues in a thorough manner.
• Ability to follow up on open items and complete tasks in a timely manner including meeting deadlines and anticipating and addressing problems and delays.
• Flexibility in adjusting work schedule to accommodate priority needs, downtime, and emergencies.
• Experience in installing (when applicable), maintaining, troubleshooting, and using standard systems and software applications: Office Suite and Microsoft 365 (including Outlook); SharePoint; Mac OS utilities, calendar, and mail applications; Google tools such as drive, mail, and calendar.
• An understanding of and experience with TCP/IP networking and related protocols.
• An understanding of desktop/laptop security tools and applications.
• The ability to keep abreast of new technologies including computer software and hardware, smart phones, and peripheral devices is a must for this position.
• The desire and ability to learn and utilize new technologies easily.
• Must be able to lift 50 lbs., twist bend and work in awk