Technical Support Specialist

  • Location: Princeton, New Jersey
  • Type: Contract To Hire
  • Job #159647

firstPRO is seeking a qualified Technical Support Specialist for our client, a university based out of New Jersey. They are seeking someone experienced with providing technical support, incident response, escalation, and first contact resolution in a fast-paced environment.


Technical Support Specialist

Job Details

  • Compensation: $28 – $30/hour with benefits (Health, Dental Vision), Weekly Pay
  • Type: Contract to Hire
  • Hybrid
  • Schedule: Monday through Friday, 8:00 AM to 5:00 PM


Job Responsibilities

  • Consult with University faculty, researchers, staff and students on the availability and use of campus information technology.
  • Resolve incidents as they are reported and fulfill requests when they are submitted.
  • Record all interactions, updates, communications, and work notes in the University ticketing system.
  • Administer, provide support, and monitor the University's administrative, academic, and operational systems.
  • Analyze issues to determine if there are problems that can impact the University's operations and bring them to closure.
  • Actively seek and participate in professional development to maintain technical knowledge in the ever-evolving technological landscape.
  • Inform the leads of tickets that have bounced multiple times and are assigned to the Service Desk team without proper validation.
  • Continually follow up on escalated tasks until successfully resolved and closed.
  • Write customer centric articles for the public facing Knowledge Base and the more technical internal documentation repository.
  • Identify gaps in article content, draft proposed solutions or make recommendations to team leads about new content creation
  • Fix errors and make corrections to current knowledge articles


Job Requirements

  • 2 years of experience providing multi-platform computer and networking technical support, including over the telephone support
  • 2 years of experience in a customer service position (can overlap and can be as a student).
  • Experience with multiple operating systems, including virtual environments.

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