Technical Support Analyst

The technical support analyst role is responsible for providing Information Technology (IT) service and support for the Dean's Office of the School of Engineering & Applied Science at Princeton University. In addition, this position provides IT software and hardware support to faculty, staff and students of the following academic units:
Andlinger Center for Energy & the Environment, Keller Center for Innovation in Engineering Education, Center for Information Technology Policy, and strategic initiatives in engineering including robotics.

These groups, totaling over 150 users, are located in four different buildings and contain 17 department-owned conference spaces, including a 200-seat auditorium with broadcasting capabilities and a 125-seat multi-purpose room; support also includes several research labs and makerspaces. Position provides technical oversight and assistance for numerous building, research equipment and infrastructure systems, such as gas monitoring, nitrogen, loading dock systems, and more.

The analyst must be familiar with a variety of technologies and able to lead efforts to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The analyst supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools.

Technology Support and Security:

• Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement
• Troubleshoot and resolve general user-reported technology issues and challenging issues brought forward by the support team, escalating resolution to senior IT staff and/or central IT support resources as needed
• Provide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, One Drive, Google Applications, Zoom, and Webex
• Support user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions)
• Assist users with technical requests and setups including new software, printing/copying/scanning, websites/maintenance, and other IT services
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security
• Ensure timely remediation of security vulnerabilities and incidents
• Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts
• Facilitate department alignment and compliance with the University’s IT and Information Security policies and procedures; participate in periodic risk assessments and consistently promote University and security best practices to end users
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure privacy, security and proper data use

Academic and Event Support:

• Provide general support for the University’s teaching and learning applications and tools, including Canvas
• Provide support for shared space/meeting room technology including audio-visual equipment, projectors, AppleTV, Barco Click Share, and Crestron panel technologies
• Support and assist in hybrid meetings, often in spaces that do not natively support this option, including planning, configuring, executing, troubleshooting and directing
• Train users on how to use technology in conference spaces and work to ensure all meetings are executed successfully

Department-specific Technology Support:

• Provide backup support for critical building infrastructure systems including Gas Monitoring System and nitrogen billing system
• Support various automated processes using web-based automation tools within the School of Engineering, such as…