IT SUPPORT MANAGER
Company: AVIXA
Location: Princeton
Posted on: October 24, 2024
Job Description:
IT Support Manager
Read on to find out what you will need to succeed in this position,
including skills, qualifications, and experience.
US-NJ-Princeton Job ID: 2024-19777 Type: Full-Time # of Openings: 1
Category: Information Technology
Overview
The IT Support Manager provides IT software and hardware support to
faculty, students, and staff of Princeton University. This position
is a member of the central Office of Information Technology (OIT)
and provides support to the Princeton AI Lab. This role is a
working manager responsible for providing continuous technology
support to the department. The IT Support Manager 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 Manager supports customers at the
desk, as walk-ins, and by phone or video conference using remote
support tools. In their support of the AI Lab, the IT Support
Manager may also be called on to facilitate special technology
requests and assist with audio-visual equipment and events. The
successful candidate for this position possesses professional
maturity and ability to handle sensitive information, high-profile
staff and visitors, and special events with the utmost level of
confidentiality and professionalism. This position is fully onsite
in Princeton, NJ.
Responsibilities
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, OneDrive, Google Applications,
Zoom, and Webex.
- Provide general support for the University's teaching and
learning applications and tools, including Canvas.
- 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.
- Provide support for shared space/meeting room technology
including audio-visual equipment.
- 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. Department-Specific Technology Support
- Support specialized technology equipment and/or software needs
for the department; coordinate equipment standards with the Office
of Information Technology (OIT) and/or University Services, and
facilitate vendor purchases/installations.
- Meet regularly with management to ensure department-specific
needs and goals are being met.
- Research, develop, and/or manage projects for IT solutions that
support new or unique department needs, leveraging OIT services and
best practices.
- Provide general IT and event support outside of normal business
hours on occasions when needed. Relationship Building and Managing
Staff
- Develop and maintain a network of partnerships with
interrelated departments and centers.
- Coordinate with Research Computing staff, as needed, to provide
holistic technology support to the department.
- Provide mentoring and troubleshooting support to other IT
support staff.
- Regularly meet with team members or any direct reports to
manage scheduling and ensure a strong working partnership.
- Perform annual reviews and set and monitor goals for any direct
reports.
- Ensure staff development, training, and community
participation. IT Asset and Service Management
- Manage asset lifecycle 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
managed computers and peripherals per standard guidelines.
- Coordinate hardware diagnosis/repair and loaner equipment
requests with OIT and/or vendors.
- Manage department inventory of loaner equipment according to
defined asset management and managed device security policies.
- Monitor and assign IT support requests and tasks in the
University's service management system (ServiceNow) and respond in
the system with timely and detailed communications and
updates.
- Ensure adherence by the team to established Service Level
Agreements.
- Review available service management metrics and dashboards to
ensure service standards for the team are continually met or
exceeded.
- Identify and implement opportunities for continuous improvement
or cost savings for the department. 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 central IT support
documentation including knowledge articles for the campus
community.
- Provide input to new and enhanced processes/services and
support testing efforts.
- Participate in departmental and OIT projects, as assigned.
- Facilitate change management including department-level
communication and implementation of new/changed services and
policies.
Qualifications
Essential Qualifications:
- A minimum of 7 years' experience providing technical support,
and preferably supporting executive-level administration.
- A commitment to professional and courteous customer
service.
- Experience leading and/or managing people through projects,
cross-functional services, or direct supervision.
- Ability to be "quick on your feet", thinking critically and
collaborating with IT colleagues to resolve issues and advance
initiatives.
- Advanced knowledge of Windows and Macintosh computers, OS, and
smartphones, such as iPhone/iPad and Android devices.
- Strong understanding of network connectivity, security, and
troubleshooting.
- Understanding of IT security fundamentals and best
practices.
- Understanding of IT asset management fundamentals.
- Experience setting up and resolving issues with various email
clients (especially MS Outlook and Gmail) on computers and mobile
devices.
- Experience supporting Microsoft 365, printing, and conferencing
technologies.
- Ability and interest to keep up to date with ongoing
technological development and advancements in personal computing,
mobile technology, and cybersecurity.
- 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:
- Familiarity with AI technologies and tools, and a keen interest
in staying abreast of advancements in the field.
- Experience providing technology support for a mid- or
large-sized organization or in a higher education setting.
- Experience using a service management system.
- Experience with ServiceNow, Bomgar, and/or Drupal.
- Experience with device management systems, such as Intune and
Jamf.
- Experience supporting systems integrated with Active Directory
or Entra ID.
- Experience with Linux.
- Familiarity with conference room audio-visual equipment.
- A+, MCP, MCSE, Security+, CISSP, Apple and/or MCSA
certifications.
- Knowledge of scripting languages such as VBScript, PowerShell,
and/or Apple script.
- Knowledge of database SQL for queries and reporting. 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
#J-18808-Ljbffr
Keywords: AVIXA, Yonkers , IT SUPPORT MANAGER, Executive , Princeton, New York
Didn't find what you're looking for? Search again!
Loading more jobs...