IT Support Specialist

Overview

The IT Support Specialist provides information technology support to students, faculty, staff, alumni and others affiliated with Princeton University through multiple support channels including phone, chat, email, and walk-in/deskside appointments. As a member of the Service Management Office (SMO) within the Office of Information Technology (OIT), this position delivers exceptional customer service and technical troubleshooting to resolve incidents, fulfill requests, and quickly respond to escalations.

Working both independently and in collaboration with other IT teams, the specialist provides general customer support for IT services and participates in security response activities, technical emergencies, and continuous service improvement activities. The specialist must demonstrate technical aptitude, strong communication and customer service skills, flexibility, and sound judgment.

As a full-time staff member working on-site, the IT Support Specialist is primarily assigned to work as part of the IT Service Desk. Work schedules include being part of an on-call rotation outside normal business hours and may include working a later shift or supporting weekend hours. The specialist may also be scheduled for remote IT support sessions or dispatched for in-person support to nearby offices. Responsibilities: Technology & Security Support* Serve as the initial point of contact to answer technology and IT service-related questions, triage incidents, and fulfill requests. * Maintain a working understanding of core IT services and be able to proficiently direct customers to the applicable published information for IT services and applications provided by OIT and other University departments. * Efficiently diagnose and resolve hardware, software, accounts, and access-related issues, leveraging documented procedures and prescribed troubleshooting methodologies and tools. * Monitor IT support requests and assigned tasks in the University’s