{"id":3620724,"url":"https://alion.io/job/princeton-university-technical-support-analyst","title":"Technical Support Analyst","company":{"id":15250,"name":"Princeton University","domain":"princeton.edu","url":"https://alion.io/company/princeton","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Princeton, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false},{"name":"Active Directory","optional":true},{"name":"Drupal","optional":true},{"name":"Linux","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Model Context Protocol","optional":true},{"name":"PHP","optional":true},{"name":"PowerShell","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-02T18:17:36Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T13:39:07Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Overview\nThe technical support analyst role is responsible for providing Information Technology (IT) service and support for the Dean's Office of the School of Engineering & Applied Science at Princeton University. In addition, this position provides IT software and hardware support to faculty, staff and students of the following academic units: Andlinger Center for Energy & the Environment, Keller Center for Innovation in Engineering Education, Center for Information Technology Policy, and strategic initiatives in engineering including robotics.\nThese groups, totaling over 150 users, are located in four different buildings and contain 17 department-owned conference spaces, including a 200-seat auditorium with broadcasting capabilities and a 125-seat multi-purpose room; support also includes several research labs and makerspaces. Position provides technical oversight and assistance for numerous building, research equipment and infrastructure systems, such as gas monitoring, nitrogen, loading dock systems, and more.\nThe analyst 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 analyst supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools.\nResponsibilities\nTechnology Support and Security:\nSupport Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement\nTroubleshoot 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\nProvide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex\nSupport user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions)\nAssist users with technical requests and setups including new software, printing/copying/scanning, websites/maintenance, and other IT services\nInstall, configure, and facilitate upgrades of OS/software to maintain compliance and security\nEnsure timely remediation of security vulnerabilities and incidents\nManage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts\nFacilitate 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\nWhen 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\nAcademic and Event Support:\nProvide general support for the University’s teaching and learning applications and tools, including Canvas\nProvide support for shared space/meeting room technology including audio-visual equipment, projectors, AppleTV, Barco ClickShare, and Crestron panel technologies\nSupport and assist in hybrid meetings, often in spaces that do not natively support this option, including planning, configuring, executing, troubleshooting and directing\nTrain users on how to use technology in conference spaces and work to ensure all meetings are executed successfully\nDepartment-specific Technology Support:\nProvide backup support for critical building infrastructure systems including Gas Monitoring System and nitrogen billing system\nSupport various automated processes using web-based automation tools within the School of Engineering, such as the Machine Shop request system, Loading Dock package delivery system, package lockers, Robotics equipment scheduling system, and more\nIT Asset and Service Management:\nManage asset lifecycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes\nProvide general consultation on computer replacement options with department faculty and staff and procure and set up new managed computers and peripherals per standard guidelines\nCoordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors\nManage department inventory of loaner equipment according to defined asset management and managed device security policies\nMonitor 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\nEnsure adherence by the team to established Service Level Agreements\nReview available service management metrics and dashboards to ensure service standards for the team are continually met or exceeded\nIdentify and implement opportunities for continuous improvement or cost savings for the department\nSupport the community and special projects:\nShare best practices and knowledge, partnering with other departmental and central IT colleagues to foster a community of IT support\nContribute to and help maintain central IT support documentation including knowledge articles for the campus community\n Provide input to new and enhanced processes/services and support testing efforts\nParticipate in departmental and OIT projects, as assigned\nFacilitate change management including department-level communication and implementation of new/changed services and policies\nSupport, educate and train faculty and staff\nCreate, maintain and/or enhance process and systems documentation\nManage other special projects as assigned\nQualifications\nRequired qualifications:\n5+ years of experience providing technical support\nA commitment to professional and courteous customer service\nAbility to be “quick on your feet,” thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives\nAdvanced knowledge of Windows and Macintosh computers, OS, and smartphones such as iPhone/iPad and Android devices\nStrong understanding of network connectivity, security, and troubleshooting\nUnderstanding of IT security fundamentals and best practice\nUnderstanding of IT asset management fundamentals\nExperience setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices\nExperience supporting Microsoft 365, printing, and conferencing technologies\nAbility and interest to keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurity\nExcellent organizational and interpersonal communication skills, and the ability to prioritize\nAbility to work well both independently and in a team environment\nWillingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes\nAbility to lift 25 to 50 lbs. (e.g. computer equipment) and to climb stairs in a four-story building\nAvailability to work some late afternoon/evening and weekend hours, as needed\nEducation: Bachelor’s degree or equivalent professional work experience\nPreferred qualifications:\nExperience providing technology support in a higher education setting or for a mid- or large-sized organization\nExperience using a service management system\nExperience with ServiceNow, Bomgar, and/or Drupal\nExperience with device management systems including Intune and Jamf\nExperience supporting systems integrated with Active Directory or Entra ID\nExperience with Linux\nFamiliarity with conference room audio-visual equipment such as Zoom Rooms/Logitech, OneBeyond camera system, or GlobalViewer Enterprise\nA+, MCP, MCSE, Security+, CISSP, Apple and/or MCSA certifications\nKnowledge of scripting languages such as VBScript, PowerShell, and/or Apple script\nKnowledge of database SQL for queries and reporting\nPrinceton 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.\nThe 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.\nIf 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.\nThe University also offers a comprehensive benefit program to eligible employees. Please see this link for more information.\nStandard Weekly Hours\n36.25Eligible for Overtime\nNoBenefits Eligible\nYesProbationary Period\n180 daysEssential Services Personnel (see policy for detail)\nNoPhysical Capacity Exam Required\nNoValid Driver’s License Required\nNoExperience Level\nMid-Senior LevelSalary Range\n$94,000 to $107,000","description_format":"text","description_chars":9360,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Higher Education"],"lifecycle":[{"event":"open","at":"2026-11-02T18:17:36Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/princeton-university-technical-support-analyst","json_url":"https://alion.io/job/princeton-university-technical-support-analyst.json","meta":{"generated_at":"2026-11-04T17:35:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26975,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15250},"rest":"https://alion.io/mcp/rest/get_company?id=15250"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprinceton-university-technical-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprinceton-university-technical-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprinceton-university-technical-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/princeton-university-technical-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprinceton-university-technical-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3620724}},{"tool":"search_jobs","arguments":{"company":"princeton.edu","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3620724},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}