Senior IT Support and Web Specialist - Princeton University

The IT Support and Web Specialist provides IT software and hardware support, web development, and systems administration to faculty, staff and students of the Electrical and Computer Engineering Department. The candidate should be a skilled and independent web developer with systems administrator experience on Linux; preferred experience in Drupal and experience with development of new websites. Strong desktop support in Windows and Mac OSX experiences. Excellent communication, follow-up and time management skills are essential. The IT Support and Web Specialist will also be called on to support and assist with special technology requests, such as AV system setup and troubleshooting.

Technology Support
• Support department Windows and Mac computers, mobile devices, and other technology (such as printers and copiers)
• Install, configure, and upgrade OS/software to maintain compliance and security and assist with remediating other security vulnerabilities
• Troubleshoot and resolve general user-reported technology issues, escalating resolution to senior IT staff and/or central IT support resources as needed
• Provide general support for campus infrastructure systems, including Active Directory, storage, email, backup, and encryption
• Facilitate department alignment with the University’s IT Security policies and procedures
• Provide basic support for campus collaborative applications, including Microsoft 365, SharePoint, Teams and OneDrive; Google Applications; and Zoom
• Provide general support for the University’s teaching and learning applications and tools, including Canvas
• Monitor department requests for IT support in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates
• Provide general support for department classroom and meeting room A/V equipment
• Adhere to and meet established Service Level Agreements
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure the privacy, security and proper use of the data.

Web and Application support
• Oversee the EE departmental website working with other departments towards joint hosting in ensuring the security and integrity of the site.
• Support departmental faculty, graduate students, and staff with website updates and other software needs.
• Administer and update various data gathering and monitoring software.
• Develop new and migrate existing web sites and applications to new technologies.
• Maintain and continue development of existing web sites and applications.
• Assist the faculty in the creation and management of research websites.
• Maintain internal departmental sites (room reservation and staff vacation calendar) and develop new applications for them.
• Support accessibility needs of the website.
• Administering Linux servers that host departmental websites and applications

IT Asset and Service Management
• Support asset life-cycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes
• Provide general consultation on computer replacement options with department faculty and staff and procure and set up new computers per standard guidelines
• Review available service management metrics and dashboards to ensure service standards are continually met or exceeded

Support the community and special projects
• Share best practices and knowledge, partnering with other departmental and central IT colleagues to foster a community of IT support
• Contribute to and help maintain IT support documentation (knowledge articles)
• Provide input to new and enhanced processes/services; facilitate department implementation and/or communication where needed

Essential Qualifications

• A minimum of 3 years' experience providing technical support
• A commitment to professional and courteous customer service
• In-depth knowledge of Windows and Macintosh computers and OS, and smartphones such as iPhone/iPad and Android devices
• Understanding of and experience supporting Active Directory (Azure) and device management systems (InTune and JAMF)
• Basic understanding of Linux Server administration
• Introductory experience with PHP, CSS, Javascript, Git
• Strong understanding of network connectivity, security and troubleshooting
• Understanding of security fundamentals and best practices in computing
• Experience with and the ability to setup and resolve issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices
• Experience supporting Microsoft Office, printing and networking
• Experience using a service management system (such as ServiceNow) for incident management
• Ability and interest to keep up to date with the latest trends in personal computing and mobile technology
• Excellent organizational and interpersonal communication skills, and the ability to prioritize
• Ability to work well both independently and in a team environment
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes
• A valid driver license and the willingness to use alternate modes of on-campus transportation, such as Limited Speed Vehicles (LSV), bicycles, personal car, and walking to get to job sites
• Ability to lift 25 to 50 lbs. (e.g. computer equipment)
• Education: Bachelor’s degree or equivalent experience

Preferred Qualifications

• Web Accessibility remediation
• Experience with Drupal
• A+, MCP, MCSE, Apple and/or MCSA certifications
• Experience providing technology support for a mid- or large-sized organization
• Experience with InTune, Jamf, ServiceNow, and Bomgar, and/or Drupal
• Previous experience providing support in a higher education setting
• Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script
• Familiarity with conference room audio-visual equipment

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