The IT Support Manager at the Princeton Laboratory of Artificial Intelligence (“the AI Lab”) provides continuous technology support to the AI Lab faculty, researchers, and administrative staff and will report to the AI Lab’s Executive Director.
The IT Support Manager 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 Manager supports the AI Lab community members at the desk, as walk-ins, and by phone or video conference using remote support tools and websites.
In their support of the AI Lab, the IT Support Manager may also be called on to facilitate special technology requests and assist with audio-visual equipment and in-person, hybrid,
and online events. The successful candidate for this position possesses professional maturity and ability to handle sensitive information, high-profile staff and visitors, and special events with the utmost level of confidentiality and professionalism.
This position is fully onsite in Princeton, NJ.
Technology Support and Security
● Support Windows and Mac computers, mobile devices, printers, and other
hardware/peripherals for the AI Lab users including device setup and
recovery/replacement
● Troubleshoot and resolve general user-reported technology issues and challenging
issues
● Provide support for campus collaborative applications including Microsoft 365,
SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex
● Provide general support for the University’s teaching and learning applications and
tools, including Canvas
● Support user access management (network, username/password/multi-factor,
systems) and data management (storage, encryption, backups, and security
permissions)
● Assist users with technical requests and setups including new software,
printing/copying/scanning, websites/maintenance, listservs, and other IT services
● Install, configure, and facilitate upgrades of OS/software to maintain compliance and
security
● Ensure timely remediation of security vulnerabilities and incidents
● Manage the provisioning, renewal/closure, and ongoing security of
shared/sponsored AI Lab accounts
● Facilitate the AI Lab’s 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
● Provide support for shared space/meeting room technology including audio-visual
equipment
● When 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
AI Lab-Specific Technology Support
● Support specialized technology equipment and/or software needs for the AI Lab;
coordinate equipment standards with the Office of Information Technology (OIT)
and/or University Services, and facilitate vendor purchases/installations
● Meet regularly with management to ensure the AI Lab-specific needs and goals are
being met
● Research, develop, and/or manage projects for IT solutions that support new or
unique AI Lab needs, leveraging OIT services and best practices
● Provide general IT and event support outside of normal business hours on occasions
when needed
Relationship Building and Managing Staff
● Develop and maintain a network of partnerships with interrelated departments and
centers
● Coordinate with Research Computing staff, as needed, to provide holistic technology
support to the AI Lab
● Regularly meet with team members or any direct reports to manage scheduling and
ensure a strong working partnership
● Perform annual reviews and set and monitor goals for any direct reports
● Ensure staff development, training, and community participation
IT Asset and Service Management
● Manage asset lifecycle management for the AI Labtechnology, including maintaining
accurate database records, acting on refresh notifications, and recovering/retiring
devices within expected timeframes
● Provide general consultation on computer replacement options with the AI
Labfaculty and staff and procure and set up new managed computers and
peripherals per standard guidelines
● Coordinate hardware diagnosis/repair and loaner equipment requests with OIT
and/or vendors
● Manage the AI Lab’s inventory of loaner equipment according to defined asset
management and managed device security policies
● Monitor 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
● Ensure adherence by the team to established Service Level Agreements
● Review available service management metrics and dashboards to ensure service
standards for the team are continually met or exceeded
● Identify and implement opportunities for continuous improvement or cost savings
for the AI Lab
Support the Community and Special Projects
● Share best practices and knowledge, partnering with other departmental and central
IT colleagues to foster a community of IT support
● Provide input to new and enhanced processes/services and support testing efforts
● Facilitate change management including department-level communication and
implementation of new/changed services and policies
Essential Minimum Required Knowledge, Skills, Competencies, and Abilities
● A minimum of 7 years' experience providing technical support, and preferably
supporting executive-level administration
● A commitment to professional and courteous customer service
● Experience leading and/or managing people through projects, cross-functional
services, or direct supervision
● Ability to be “quick on your feet”, thinking critically and collaborating with IT
colleagues to resolve issues and advance initiatives
● Advanced knowledge of Windows and Macintosh computers, OS, and smartphones,
such as iPhone/iPad and Android devices
● Strong understanding of network connectivity, security, and troubleshooting
● Understanding of IT security fundamentals and best practices
● Understanding of IT asset management fundamentals
● Experience setting up and resolving issues with various email clients (especially MS
Outlook and Gmail) on computers and mobile devices
● Experience supporting Microsoft 365, printing, and conferencing technologies
● Ability and interest to keep up to date with ongoing technological development and
advancements in personal computing, mobile technology, and cybersecurity
● Excellent organizational and interpersonal communication skills, and the ability to
prioritize
● Ability to work well both independently and in a team environment
● Willingness to work toward mastery of new technologies and skills as campus IT
needs or the University/OIT direction changes
● A valid driver license and the willingness to use alternate modes of on-campus
transportation, such as Limited Speed Vehicles (LSV), bicycles, personal car, and
walking to get to job sites
● Ability to lift 25 to 50 lbs. (e.g. computer equipment)
Preferred Knowledge, Skills, Abilities, Experience, and Other Education
● Familiarity with AI technologies and tools, and a keen interest in staying abreast of
advancements in the field
● Experience providing technology support for a mid- or large-sized organization or in a
higher education setting
● Experience using a service management system
● Experience with ServiceNow, Bomgar, and/or Drupal
Princeton University is an Equal Opportunity/Affirmative Action 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. KNOW YOUR RIGHTS