Technical Support Specialist

Princeton University is seeking a talented Technical Support Specialist to join its team.  The Technical Support Specialist provides support, technical guidance, incident response, escalation, and first contact resolution in a fast-paced, Service Desk for the entire University community. Using multiple support channels (telephone, chat, email, and ticketing system), the support specialist actively fulfills requests, responds/troubleshoots/and resolves incidents, escalates when required, and follows up in a timely manner to provide excellent customer service to the students, faculty and administrators of the institution. As a support specialist, you must be flexible, resilient, exercise sound judgment and work both independently and in a team environment. Technical Support Specialists also educate customers through authoring and sharing knowledge base articles and maintaining technical expertise to promote self-service resolution. Specialists also provide immediate response to security related events and technical emergencies, and work on project work to fill in work day.

• Consult with University faculty, researchers, staff and students on the availability and use of campus information technology. 
• Resolve incidents as they are reported and fulfill requests when they are submitted.
• Record and document all interactions, updates, communications and work notes in the University ticketing system.
• Administer, provide support, and monitor the University's administrative, academic and operational systems.
• Analyze issues to determine if there are problems that can impact the University's operations and bring them to closure.
• Actively seek and participate in professional development to maintain technical knowledge in the ever-evolving technological environment.
• Inform the leads of tickets that have bounced multiple times and are assigned to the Service Desk team without proper validation.  
• Continually follow up on escalated tasks until successfully resolved and closed. 
• Write customer centric articles for the public facing Knowledge Base and the more technical internal documentation repository.
• Identify gaps in article content, draft proposed solutions or make recommendations to team leads about new content creation
• Fix errors and make corrections to current knowledge articles
• Monitor for security-related events

Essential Qualifications

• 2 years of experience providing multi-platform computer and networking technical support, including over the telephone support, and 2 years of experience in a customer service position (can overlap and can be as a student). 
• Ability to master new technologies and skills as the needs of the user community change.
• Critical thinking, analytic, and problem-solving skills.
• Ability to work independently with minor supervision.
• Good organizational skills, excellent written and oral communication skills, and strong attention to detail.
• Commitment to professional customer service.
• Experience with multiple operating systems, including virtual environments.
• Strong interpersonal skills, and the ability to work collaboratively as part of a team.
• Ability to work in a fast-paced technical support center with rapidly shifting focus.
• Scheduling flexibility.
• Education: Bachelor’s degree or relevant amount of professional experience

Preferred Qualifications

• Background supporting a TCP/IP network, standard computer operating systems (running Windows, Mac OSX and Unix/Linux) and general productivity tools.
• Experience working in higher education with faculty, staff and students.
• Experience with directory services (Windows Active Directory/Azure and LDAP).
• Experience working with ServiceNow.
• CompTIA A+ certification and/or HDI Support Center Analyst certification

 

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. KNOW YOUR RIGHTS

36.25

No

Yes

180 days

No

Yes

No

Associate

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