Help Desk Technician II

The Princeton Plasma Physics Laboratory is a world-class fusion energy research laboratory managed by Princeton University for the U.S. Department of Energy’s Office of Science. PPPL is dedicated to developing the scientific and technological knowledge base for fusion energy. The Laboratory advances the fields of fusion energy and plasma physics research to develop the scientific understanding and key innovations needed to realize fusion as an energy source for the world.

Princeton University’s Plasma Physics Laboratory has an opening in the Information Technology Department for a Help Desk Technician. The successful candidate will be responsible for providing timely computer related support to a diverse set of users while maintaining a high level of customer satisfaction. The ideal candidate must have strong written and verbal communications skills.

• End User Support – Diagnosis user support problems via walk ins, telephone, or through other remote support with users experiencing problems at their work-site which requires extensive knowledge of computer system in questions 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. 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 Knowledge base which include creating written knowledge base 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%

Education and Experience:

• Bachelor of Science degree in a computer or related field is desired.
• Minimum of 4 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.
• Familiar with using remote support tools, preferably Bomgar. Knowledge of Gmail and Google Apps.
• Knowledge of multiple operating system platforms.
• Knowledge of Microsoft 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.

Knowledge, Skills and Abilities:

• 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 Filemaker is desired
• 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

Physical Requirements:

• 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.

Working Conditions:

• 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).

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. EEO IS THE LAW

Please be aware that the Department of Energy (DOE) prohibits DOE employees and contractors from participation in certain foreign government talent recruitment programs. All PPPL employees are required to disclose any participation in a foreign government talent recruitment program and may be required to withdraw from such programs to remain employed under the DOE Contract.

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