IT Support Specialist

To enrich education through diversity, The College of New Jersey is an Equal Opportunity Employer. The College has a strong commitment to achieving diversity among faculty and staff, and strongly encourages women and members of underrepresented groups to apply.

User Support Services team members provide high-level, user-focused, technical support services to The College of New Jersey faculty, students and staff. We work with an emphasis on triage and escalation, initial assessment, research, and resolution of incidents and requests to minimize the disruption of students, faculty and staff performing their work. We are always seeking to find new ways to deliver the highest level of support and technical guidance possible for our end users.

As an IT Support Specialist, you will diagnose and resolve technical problems with desktop computing hardware, software, mobile devices and network services, potentially develop and deploy lab images and lead/assist project work as assigned. This position will strive to create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution, communicating promptly on progress, and handling clients with a client-focused professional attitude.

As this position interacts with all members of their specific schools and or departments, the candidate should have strong interpersonal skills, excellent social skills, independent problem-solving and decision-making, self-direction, and ability to handle a complex workload all while keeping integrity at the forefront. Excellent customer service with the ability to exercise excellent judgment, tact,
confidentiality, and diplomacy in all interactions with the campus community is also required. Occasional weekend and off-hours support for special events, including alumni weekend, and graduation may be required.

Main Responsibilities:

• Responsible for providing daily Tier 2/3 desktop computing, software support and network printing support for assigned TCNJ departments and users.
• Responsible for supporting Adobe Creative Cloud products and Management console.
• Performs preventative maintenance and installs upgrades and options on various computer devices, workstations hardware and software.
• Lead / Assist with IT projects
• Act as TCNJ representative when communicating with vendors for support and planning.
• Work closely with IT staff for diagnosing problems and developing solutions for software issues and projects.
• As part of a desktop support team, collaborate to provide Tier 2-3 support to all Apple and Windows endpoints, tablets and mobile devices (including those in employee offices, labs, classrooms, etc),

Required Knowledge, Skills and Abilities:

• Experience with a variety of desktop operating systems, including Windows and Mac OS; mobile operating systems, and a wide variety of software applications, including Microsoft Office, Google Workspace, anti-virus, and software utilities.
• Experience with a variety of installation and support of desktop operating systems, including Mac OS and Windows; mobile operating systems, and a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities.
• Experience with Active Directory and Group Policy experience for Microsoft Windows.
• Tier 2/Tier 3 computer software support and hardware repair experience.
• Effective interpersonal skills, excellent social skills, independent problem-solving and decision-making, self-direction, and ability to handle a complex workload all while keeping integrity at the forefront.

Required Education and Experience:

• Bachelor's degree in a field related to the responsibilities of the position (e.g., computer science, information systems, technology) or equivalent combination of education and experience.
• Experience with a variety of installation and support of desktop operating systems, including Mac OS and Windows; mobile operating systems, and a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities. Advanced skills in the use of Windows-based and Mac-based hardware and software.
• Tier 2/Tier 3 computer software support and hardware repair experience.
• Experience supporting Adobe Creative Cloud products and management consoles.
• Intermediate/Advanced skills in the use of mobile device management (MDM).
• Ability to work effectively as a positive and engaged member of a high performing / collaborative team of professionals.
• A working understanding of asset management, key performance indicators, service level agreements, and communication standards.

Employer Qualifications:

• Final offer of employment is contingent upon the successful completion of background check and reference checks

NJ State Title: Professional Services Specialist 3

Union Description: AFT

Salary Range: 21| 57,573.92 - 66,217.02

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About TCNJ

TCNJ is a highly selective institution that has earned national recognition for its commitment to excellence. Founded in 1855, TCNJ has become an exemplar of the best in public higher education and is consistently acknowledged as one of the top comprehensive colleges in the nation. TCNJ currently is ranked as one of the 75 "Most Competitive" schools in the nation by Barron's Profiles of American Colleges and is rated the No. 1 public institution in the northern region of the country by U.S. News & World Report. TCNJ was named the #10 value in public higher education by the Princeton review in 2009 and, in 2006, was awarded a Phi Beta Kappa chapter - an honor shared by less than 10 percent of colleges and universities nationally. A strong liberal arts core forms the foundation for programs offered through TCNJ's seven schools - Arts & Communication; Business; Education; Humanities and Social Sciences; Science; Nursing, Health, and Exercise Science; and Engineering. TCNJ faculty members are teacher-scholars who share a commitment to liberal learning. TCNJ is located within an hour, by train, of New York City and Philadelphia. The College's campus is set on 289 tree-lined acres in suburban Ewing Township and is known for its natural beauty and has 39 major buildings.

Contact Information

Qualified candidates should apply online and submit a letter of interest, resume (CV), as well as the names and contact information for three professional references. Applications will be considered until a viable finalist has been found.

In accordance with the New Jersey First Act P.L. 2011 c.70, effective September 1, 2011, new public employees in certain positions (faculty exempt) are required to obtain New Jersey residency within one (1) year of employment. Applicants must meet the requirements listed.