Computer Support Specialist

MUST BE LOCAL TO PRINCETON, NJ

MUST BE LOCAL TO PRINCETON, NJ

Position Summary

The Senior SCAD/DCS Support Specialist provides a wide range of expert support to members of the university’s SCAD/DCS programs as well technical direction to the OIT DCS team.   The Senior SCAD/DCS Support Specialist identifies training needs and as needed, provides that training to ensure that the OIT DCS can provide the required high-level service in an extremely fast pace environment.  The Senior Specialist provides ongoing leadership, support and training to all members of the SCAD/DCS program.  Specific leadership and support provided includes: 

• Leads the administration of the Classroom in a Box program which includes managing all necessary communications, executing the deployment of all equipment, ensuring all software needs are met and handling all necessary logistics.   
• Advises the Senior Manager of the SCAD/DCS program on all technical support needs of the departments as well as training needs of the SCAD/DCS staff.  
• Manages the SN@P tickets to ensure service is provided at accepted levels. 
• Leads major IT projects as assigned.
• Acts as an intermediary between the SCAD/DCS departments and OIT to ensure campus partners are getting necessary expert support. 
• Provides high-level technical support to the lead technicians of the SCAD/DCS departments.
• Provides AV support and management for events for senior level administrators.
• Provides guidance on website development and collaboration tools which requires a vast knowledge of Drupal, Wordpress and SharePoint. 
• Provides testing support for newly deployed technology. 
• Intermediates between university departments and OIT to ensure a functioning relationship so that all back end issues are identified and resolved as well as provides additional support and testing to critical projects as needed.  

Summary of Change (for reclassification only)

The Senior Support Specialist will be responsible for advising the Senior Manager on all pertinent decisions regarding the program and development of the OIT SCAD/DCS Team. The Senior Support Specialist will be responsible of purchasing equipment i.e., laptops desktops, I-phones, I-pads and management of equipment and purchasing new equipment of the team.  

Responsibilities

Technical Support, Installations and Diagnostics (45%)

• Manages the SN@P tickets to ensure service is provided at accepted levels.
• Acts as an intermediary between the SCAD/DCS departments and OIT to ensure campus partners are getting necessary expert support. 
• Provides high-level technical support to the lead technicians of the SCAD/DCS departments by troubleshooting and resolving technical issues within the SCAD/DCS Program.
• Provides support to SCAD’s on PHP, SQL and develops scripts to ensure applications are functioning as intended.
• Develops applications and PHP codes for databases as needed by the Senior Manager for Distributed Computer Support.
• Provides AV support and management for events for senior level administrators.
• Provides testing support for newly deployed technology. 
• Substitute for any SCAD/DCS member when a SCAD/DCS person is out due to illness, vacation, disability or when the position is vacant.
• Supports and images laptops both in Mac OSX /Big Sur/Mojave/Catalina, Windows 8 and 10.  Linux for SCAD/DCS training and departmental training sessions.
• Installs, maintains, and repairs computing systems in Windows 8 and 10 and Mac OSX Mojave, Catalina
• Provides support for Linux machines and VM servers..
• Configures and maintains back-ups of all computing systems
• Repairs/replaces hardware on computers and devices that have fallen out of warranty or are otherwise not covered by OIT hardware support.
• Diagnoses, troubleshoots, and repairs computing related issues/questions posed by both faculty and staff
• Resolves problems in person, telephone, email, or through a remote support session.
• Supports desktops and departmental laptops, PC and MAC, iPads, iPhones, printers, projectors and other electronic devices.
• Provides support for all Microsoft office productivity applications, Drupal, Roxen CMS, Photoshop, Mac Basics and Office 2013 for the Mac User, Entourage and Firefox and university administrative applications.
• Prepares and manages data wipe and surplus of outdated systems and devices.

Leadership/Management (25%)

• Intermediates between university departments and OIT to ensure a functioning relationship so that all back end issues are identified and resolved as well as provides additional support and testing to critical projects as needed.  
• Leads the administration of the Classroom in a Box program which includes managing all necessary communications, executing the deployment of all equipment, ensuring all software needs are met and handling all necessary logistics.   
• Advises the Senior Manager of the SCAD/DCS program on all technical support needs of the departments as well as training needs of the SCAD/DCS staff.  
• Leads major IT projects as assigned.
• Educates/trains staff on proper computing techniques on an on-going basis

Website Administration (10%)

• Provides guidance on website development and collaboration tools which requires a vast knowledge of Drupal, Wordpress and SharePoint. 
• Maintains SCAD/DCS website in to be migrated to Drupal 7/8.
• Designs and maintains websites and web-based forms using Drupal, SharePoint, PHP, MYSQL, .Net Services, any mix Flash, DHTML, HTML, XLM, and CSS.  

Research and Analysis (10%)

• Researches and analyzes hardware/software configurations, policy standards, user needs, and the capabilities/ limitations of hardware and software in order to provide appropriate recommendations. 
• Researches new equipment for purchases and Installation.
• Researches SCAD/DCS training events; meet with consultants and vendors to assist the Manager of the SCAD program to determine what type of training is needed for the SCAD/DCS Program.
• Provides guidance for faculty and staff on their computing purchases; install and configure all new computer systems (Mac and PC), printers, scanners, iPads, iPhones, laptops, scanners and other computing related devices.

Administrative Support (10%)

• Maintains SCAD/DCS database of all hardware, upgrades, and fixes.
• Supports the SCAD/DCS program and Manager in administrative tasks including scheduling meeting locations, food orders, equipment use, coordination of travel for manager, reconciliation of expenses and other administrative tasks. 

Essential Qualifications

• 3 -5 years’ experience in administration, maintenance and support of one or more of the following operating systems (current versions):  MS Windows, MacOSX or UNIX/Linux.
• Exceptional communication skills, both written and oral, and active listening skills.
• Excellent interpersonal, facilitation, collaboration and customer service skills.
• Dedication to delivering outstanding customer service.
• Detail oriented with the ability to balance "attention to detail" while maintaining focus on the big picture.
• Ability to prioritize and manage multiple, competing goals and tasks. 
• Ability and willingness to learn new technologies and skills.
• Ability to work well both independently and in a team environment 
• Must be able to lift up to 50 pounds.

Preferred Qualifications

• Previous experience or equivalent relevant experience within a university setting as a systems/server administrator, web developer or desktop support technician.
• Experience with Durpal
• Certifications in Microsoft, Apple products, and Project Management (CAPM) are recommended. Preference will be given to candidates with advanced experience using MS Windows, and the latest Apple products. Previous experience or equivalent relevant experience, at a university setting, as a systems/server administrator, or Mac/PC technical support technician is desirable. Familiarity with Princeton University culture and business systems.
• Strong troubleshooting skills on both Mac OS and Windows platforms.
• Ability to keep abreast of new software and hardware technologies.   

Education

Bachelor’s