Technical Support Manager

Princeton University; Princeton (NJ); On-site; USD 94,000 - 107,000; Full time

Job summary

Princeton University seeks a Technical Support Manager to oversee day-to-day technology needs for faculty, staff, research labs and event spaces in the new Bioengineering Building. The role is fully onsite in Princeton, NJ, requiring hands-on support, strong customer service and collaboration with IT groups.

Responsibilities include desktop and device troubleshooting, software support, hardware lifecycle management, conference room tech, and security-aligned operations for research environments;

Qualifications

• 5+ years of relevant experience.
• Excellent organizational skills and ability to multitask.

Responsibilities

• Maintain and troubleshoot technical issues across Windows, macOS, Linux, iOS and Android.
• Provide software support for a suite of products.
• Advise on technology purchases and installations for campus operation.
• Manage department computer inventory and security retirement policies.
• Conduct onboarding/offboarding for faculty and staff.
• Provide AV support for meetings and events, including after-hours work.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Virtual machines

Firewalls

Network configurations

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#Ll-DP1

Salary Range

$94,000 to $107,000