Technical Support Manager

Princeton University; Time; On-site; NOK 808,000 - 1,093,000; Full time

Job summary

The Omenn-Darling Bioengineering Institute in Princeton, NJ seeks a Technical Support Manager to oversee day-to-day technology operations across faculty, labs and event spaces. You will troubleshoot desktops, laptops, printers, mobile devices, and networks in Windows, macOS, Linux, iOS and Android, and guide software support and tech purchases.

You will manage inventory, ensure information security, support research labs and large events, and coordinate with IT for policy changes.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of relevant experience.
• Excellent organizational skills, including the ability to manage multiple tasks quickly among competing priorities.
• Customer service experience, superior interpersonal skills, and the ability to communicate effectively with a broad array of people.
• Superior computer and software skills and the ability to learn new systems quickly.
• Knowledge of audio-visual and video conference technologies and services.
• Strong experience in Windows, macOS and Linux administration, maintenance and support.
• Strong knowledge of information security and network configurations.
• Ability to think on your feet and collaborate with IT colleagues to resolve issues.

Responsibilities

• Maintain and troubleshoot technical issues (desktop, laptop, printers, mobile devices, network connectivity) across Windows, macOS, Linux, iOS and Android.
• Provide software support for a suite of products.
• Guide technology purchases and installations and configure tech for campus operations.
• Manage department computer inventory and ensure compliance with security retirement policies.
• Conduct onboard and offboard procedures for faculty and staff.
• Provide technical guidance and setup for research laboratory computers.
• Configure and maintain teaching lab technology.
• Collaborate with IT to maintain lab operations amid new security policies and exceptions.
• Move research data to Tiger Data where possible.
• Repair and replace hardware beyond warranty and surplus outdated systems.
• Provide audio/visual support for meetings and large events, including outside business hours.
• Maintain hardware and software in conference rooms.
• Guide event coordinators on presenting materials and tech setup.

Skills

Customer service

Technical support

Windows/macOS/Linux

Audio-visual tech

Security awareness

Networking basics

Procurement guidance

Project coordination

On-site maintenance

Education

Bachelor's degree or equivalent experience

Tools

Virtual machines

Firewalls

Networking configurations

Printers

Job description

Overview

The Omenn-Darling Bioengineering Institute seeks a Technical Support Manager to support the day-to-day management of the technology needs of the faculty, staff, research laboratories and event spaces in the newly occupied Bioengineering Building.

The technical specialist needs to be familiar with numerous technology systems, comfortable providing hands- on technical support, and have a customer focused mentality. The successful candidate will have demonstrated ability to interact and collaborate effectively with a wide variety of constituencies, including ODBI faculty, students, visitors, staff, vendors and Office of Information Technology partners, have a problem- solving mindset, a focus on information security and able to handle multiple competing priorities simultaneously and smoothly.

This position is fully onsite in Princeton, NJ.

Responsibilities

• Maintain and troubleshoot technical issues (desktop, laptop, printers, mobile devices, network connectivity) in a variety of environments such as Windows, macOS, Linux, iOS, and Android
• Provide software support for a suite of products
• Provide guidance on technology purchases and installations and be able to configure technology for operation on campus
• Manage department computer inventory, upgrading to comply with Information Security Office computer retirement policies
• Conduct onboard and offboard procedures for all ODBI faculty and staff
• Provide technical guidance and setup for research laboratory computers
• Configure and maintain ODBI teaching lab technology
• Collaborate with OIT to ensure research laboratory remains operational when new security policies are implemented, often testing and then advocating for security exceptions
• Work with research faculty to move research data to Tiger Data where possible
• Repair and replace hardware on out-of-warranty computers and devices not covered by warranty support contracts if necessary
• Prepare and surplus outdated systems and devices
• Provide audio/visual support for meetings, conferences, symposiums, and large events hosted in ODBI spaces, sometimes outside of regular business hours
• Maintain hardware and software in department-owned conference rooms
• Provide technical guidance to event coordinators and meeting planners by organizing presentation materials and other related tasks
• Train users on the use of technology in various meeting locations, including how to connect to technology using personal resources and the use of videoconferencing equipment
• Enroll all research laboratory computers, both new and legacy, in the managed computer environments and follow Information Security Office policies to operate in a safe, secure manner
• Advise laboratory faculty and staff on best practices for secure laboratory data storage in university approved locations
• Act as a technical advisor on research laboratory renovations
• Assist with other departmental technology projects as necessary

Qualifications

Essential Qualifications:

• Bachelor's degree or equivalent experience
• 5+ years of relevant experience.
• Excellent organizational skills, including the ability to manage multiple tasks quickly among competing priorities
• Customer service experience, superior interpersonal skills, and the ability to communicate effectively with a broad array of people
• Superior computer and software skills and the ability to learn new systems quickly
• Knowledge of audio-visual and video conference technologies and services
• Strong experience in a variety of Windows and Apple hardware/software, administration, maintenance, and support of the following operating systems: MS Windows, macOS and Linux
• Strong knowledge of information security
• Knowledge of virtual machines, firewalls and network configurations
• Ability to be "quick on your feet", thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives
• Must be able to lift 50lbs., climb stairs, twist, bend and work in physically awkward positions
• Occasional after hours and weekends for special events

Preferred Qualifications:

• Experience in an academic environment
• Familiarity with Princeton University campus resources, computing systems, and culture

Princeton University is an Equal Opportunity 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.

The University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's qualifications, work experience, education/training, key skills, market, collective bargaining agreements as applicable, and organizational considerations when extending an offer. The posted salary range represents the University's good faith and reasonable estimate for a full-time position; salaries for part- time positions are pro-rated accordingly.

If the salary range on the posted position shows an hourly rate, this is the baseline; the actual hourly rate may be higher, depending on the position and factors listed above.

The University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.

Standard Weekly Hours

36.25

Eligible for Overtime

No

Benefits Eligible

Yes

Probationary Period

180 days

Essential Services Personnel (see policy for detail)

No

Physical Capacity Exam Required

No

Valid Driver’s License Required

No

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Salary Range

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