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US-NJ-Princeton
Job ID: 2021-12999
Type: Full-Time
# of Openings: 1
Category: Information
Technology
Princeton University
Overview
The Technical Support Specialist (TSS) provides support,
technical guidance, incident response, escalation, and first contact resolution in a fast-paced, Support and Operations Center (SOC) for the
entire University community. Utilizing multiple means of communication (telephone, chat, email and ticketing system), the TSS actively
fulfills requests, responds to incidents, escalates when required and follows up in a timely manner to provide excellent customer service.
All TSS must be flexible, exercise judgment and work both independently and in a team environment. Technical Support Specialists educate
customers through knowledge base articles and professional expertise to promote self-service resolution. Immediate response to security
related events and technical emergencies, along with project work fill in the most common daily work.
Responsibilities
- 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 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 would impact the University’s
operations and bring them to closure. - Write customer centric articles for the public facing Knowledge Base, as well as for the
internal documentation repository. - Actively seek, and participate, in professional development to maintain technical knowledge in
the ever-evolving technological landscape. - Actively monitor for and respond to IT security-related events.
- Work on special
projects and assignments
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
independently with minor supervision. - Good organizational skills, excellent written and oral communication skills, and strong
attention to detail. - Commitment to professional customer service.
- 2 years experience providing multi-platform computer and
networking 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 multiple operating systems, including virtual environments.
- Strong interpersonal
skills, and the ability to work in a collaborative team. - Ability to work in a fast-paced technical support center with rapidly
shifting focus. - Scheduling flexibility.
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 a job tracking ticketing system.
Education
Bachelor’s degree or equivalent related 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.
PI140273558
Princeton University is an equal
opportunity/affirmative action 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.
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