Job ID: 2020-11892 Type: Full-Time # of Openings: 1 Category: Information Technology
The Client Systems Specialist provides software and hardware troubleshooting and support to a variety of customers on campus. The Specialist provides 2nd and 3rd tier contact and problem resolution, and restores full device functionality for users with software, application and/or hardware problems. Support is provided through in-office visits to departments, through walk-in assistance at the OIT Solutions Center (Frist Campus Center), and through remote support tools. Support is provided to machines/devices running Windows, macOS or a device OS (tablets or smartphones).
The Client Systems Specialist provides both reactive and proactive maintenance of computers and mobile technology devices, including installing software, diagnosing hardware and OS issues, providing specific user configuration assistance, and provisioning for the University network. The Client Systems Specialist may be assigned to be a subject matter expert and provide support in that area to relevant departments.
All Technology Consultants will:
Provide end-user support for students, faculty, and staff on a wide variety of computing platforms/devices and application packages for systems on the Princeton network.
Contribute to or provide maintenance for documentation that is required for OIT internal support, external support (the SCAD/DCS community), and general end user support (the Knowledgebase used by the entire campus community).
Maintain current knowledge of OIT infrastructure systems such as Active Directory, Network Attached Storage, Microsoft365, Google G suite, SharePoint, McAfee EPO, Quest KACE, JAMF Pro and Bomgar.
Provide timely updates to management on the status of current job requests and project goals.
Use the diagnostic tools provided for maximum efficiency in the support of clients, to assess problem scope and resolution as quickly and accurately as possible.
Participate in the interview processes for the hiring of perspective student employees, other Software Support staff, or SCAD/DCS candidates when required.
When provided access to personal, proprietary, and/or otherwise confidential data, maintains such data in the strictest confidence and follows procedures to ensure the privacy, security, and proper use of the data.
Effectively troubleshoot hardware vs. software issues on a wide variety of equipment.
Administer and maintain systems/consoles that help OIT’s administration of large numbers of machines/devices.
Become proficient with Princeton Service Portal ticketing, asset management, and Knowledgebase.
Work with mobile technology users having difficulty with university cell/data plan activation and network connectivity.
Receive customer support requests through a job tracking system; contact customers to schedule an appointment that will involve an in-office visit or a remote-control session.
Participate in the testing of new, upgraded, or demo systems and services prior to those systems/services going into production; provide timely reports on testing results and/or related research.
Provide one-on-one training to newly hired SCAD and DCS employees, as requested.
Work on special OIT projects as assigned by the Software Support manager.
Attend group and project meetings as scheduled.
Repackage software for mass distribution using various distribution mechanisms.
Customize install scripts for end-user install packages.
In addition to the above when working for the Solutions Center, the Technology Consultant will:
Provide walk-in support for students, faculty, and staff.
Effectively troubleshoot hardware vs. software issues on a wide variety of equipment, platforms (windows/Mac/Linux), OS levels, and scientific applications (including math, science, engineering packages).
Work closely with Solutions Center management to manage customer flow to efficiently and effectively service all customers.
Consult with OIT Store staff when customer needs to purchase additional software; provide guidance to the customer on product selection.
Maintain an inventory of loaner and test hardware (including but not limited to windows/mac laptops, cellphones, smartphones, tablets, conferencing sets, and display adapter cables) as well as tools and software utilities needed to perform the supportive services.
Assist customers with devices that may be institutionally owned or their own personal property.
Work with SCI coordinator on SCI refresh images for mac/windows systems.
Work with mobile technology users having difficulty with university cell/data plan activation.
Work flexible hours (Monday thru Friday, with some shifts starting at 10:15am/ending at 6:30 pm).
At least two years of experience working in technical customer service roles.
In depth knowledge of Windows and Macintosh Systems in both the OS and Office areas.
Solid understanding of and experience with Active Directory.
Experience with various email clients (Microsoft 365, MacMail, Google G Suite, and Thunderbird) on Windows, Mac and mobile device platforms.
Experience supporting Smartphone devices such as iOS and Android.
Ability to do some hardware work on machines/devices including memory upgrades, hard disk upgrades, keyboard replacement, SIM card extraction, etc.
A commitment to professional development and adapting new technologies
The ability to work well both independently and in a team environment.
Good organizational and communication skills.
A commitment to professional, courteous customer service.
Possess a valid driver license with willingness to use alternate modes of on campus transportation such as use of Limited Speed Vehicles (LSV), bicycles, use of own car, and/or walking to get to job sites.
Ability to lift 25 to 50 lbs. (computer equipment)
A+, MCP, MCSE, Apple and/or MCSA certifications are desired
Previous experience as a Mac Genius or similar experience supporting a MacOS environment.
Familiarity with Linux
Previous experience in a higher education setting with student interaction supporting 3,000 or more staff/systems for a site.
Experience with web content management systems such as Drupal and SharePoint.
Some knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script.
Some knowledge of MS SQL for queries and reporting.
Bachelor's degree or equivalent 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.
Internal Number: 123649326
About Princeton University
Princeton University is a vibrant community of scholarship and learning that stands in the nation's service and in the service of all nations. Chartered in 1746, Princeton is the fourth-oldest college in the United States. Princeton is an independent, coeducational, nondenominational institution that provides undergraduate and graduate instruction in the humanities, social sciences, natural sciences and engineering.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.Today, more than 1,100 faculty members instruct approximately 5,200 undergraduate students and 2,600 graduate students. The University's generous financial aid program ensures that talented students from all economic backgrounds can afford a Princeton education.