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Information Technology

Help Desk Technician I  Princeton, NJ  Posted: 2/24/2023
Job Description

Job ID#:


Job Category:

Information Technology


6 Months

Provide the expertise necessary to solve various complex computer related issues. End User Support - Diagnosis user support problems via walk ins, telephone, tickets, or through other remote support with users experiencing problems at their worksite which requires extensive knowledge of computer systems in question which in many cases are problems which have not been diagnosed before and require independent judgment in arriving at a course of action that will correct the problem. Communicating with the end user throughout the requested support to ensure that the requested issue was addressed and that the ticket is closed appropriately. Duties can also include providing backup video conferencing support. 40% Computer and IT Equipment Troubleshooting - Utilizes independent judgment in solving complex computer problems relying upon extensive knowledge of computer systems, vendor supplied diagnostic tools, and Web based information to determine the reason for the malfunction and the appropriate solution to resolve the problem. Troubleshooting involves both software and hardware support. 25% Configure Computers - Using extensive knowledge of various desktop computers, installs drivers, hardware components, and various operating systems. Troubleshoots failed components and resolves installation problems making independent decisions to best resolve the problem. 25% Additional Duties - Assist with the maintenance of the IT Knowledgebase which include creating written knowledgebase articles and videos. Assist with account management which includes monitoring for accounts that are out of compliance, removing old accounts, and following the proper account maintenance cycles. Performs other duties as assigned. 10% 
* Provide first level of technical support for Windows and Mac. Linux support is also desired. * Maintain a physical presence in the PPPL Help Desk area ensuring that all users' phone calls, emails and walk-ins are addressed and assigned appropriately in a timely manner. * Monitor incoming tickets for the User Services Team and for assigned tickets. Gather additional information from end users and initial diagnosis. * As first contact for IT, report any computing abnormalities, unusual trends, and potential cyber events to the appropriate IT team * Troubleshoot and resolve software, hardware, networking, and printing problems * Configure new and existing computers, printers, and equipment * Resolve support tickets within required timeframes * Reset passwords and troubleshoot account issues * Provide user training as needed * Document procedures and maintain knowledge base * Provide backup video conferencing support * Prepare IT equipment for excess according to PPPL sanitization procedures

Job Requirements


Bachelor of Science degree in a computer or related field is desired. Minimum of 2 years of Help Desk and relevant technical experience. Hardware and software troubleshooting skills. Diagnostic skills in hardware, network, printing, and operating systems. Excellent communication, writing, and customer service skills. Adapt and identify new and emerging technologies to improve business processes. 

Strong working knowledge of diagnostic software and equipment. Hardware and software troubleshooting skills Diagnostic skills in hardware, network, printing, and operating systems Excellent communication, writing, and customer service skills Deep understanding of new and emerging technologies Familiar with using remote support tools, preferably Bomgar Knowledge of Gmail and Google Apps Knowledge of multiple operating system platforms Knowledge of Office and Adobe products Prior experience using deployment tools, preferably SCCM, JAMF, and CFEngine Knowledge of Windows Active Directory Experience using a ticket system, preferably ServiceNow Experience with conferencing tools such as Zoom 

Job occasionally requires lifting computer equipment such as desktops, laptops, monitors, printers, etc. that may weigh up to 50lbs. The job also occasionally requires running cables under and around equipment and furniture. 

Must be available during the core Help Desk hours which can be subject to change. Hours will be set based upon a 30 min or 1 hour lunch. Rare Saturday work might be required to support events (e.g. Backup for Science on Saturday). Onsite Work


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