Associate Technical Support Specialist

Northwestern University; Chicago (IL); On-site; USD 32,000 - 45,000; Full time

Job summary

Northwestern University’s Feinberg School of Medicine central IT team supports the endpoint technology used on desktops, laptops, tablets, and smartphones.

You will assist in installation, maintenance and testing to ensure proper operation and defect-free performance, while monitoring and addressing technical problems with standard tools and procedures.

Qualifications

• Successful completion of an associate's or higher degree, or equivalent combination of education and experience.
• No experience required.

Responsibilities

• Completes general tasks to aid in the ongoing support of workplace endpoint technology.
• Assists in installation, maintenance and testing of workplace endpoint technology to ensure proper operation.
• Monitors and responds to technical problems using hardware and software testing tools.
• Coordinates small projects when needed.
• Documents activities, events and materials used in maintenance logs or on service reports.
• Creates system performance/configuration reports.
• Maintains hardware and software inventories and documentation.
• Installs, configures and troubleshoots workplace endpoint technology using standard tools and test equipment.
• Provides troubleshooting/triage assistance to users in a courteous and professional manner.
• Recommends solutions to general problems encountered by clients.
• Works with enterprise applications like eIRB, FAMIS, InfoEd, Canvas, Kronos, Media Delivery.
• Manages infrastructure tools including Adobe Creative Cloud, Box, identity management, information security, Linux, macOS, Windows, Exchange, Lync, Office, SharePoint.

Education

Associate degree or higher

Job description

Job Summary

Completes general tasks to aid in the ongoing support of workplace endpoint technology. Carries out procedures to ensure that all products and services meet organization standards and user requirements. Assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects. Monitors and responds to technical problems utilizing hardware and software testing tools and techniques. May coordinate small projects.

This specific role is located on the central IT team located in the Feinberg School of Medicine. The FSM endpoint technology includes desktop, laptop, and tablet computers along with smartphones.

Department: FSM IT

Salary/Grade: NEX/13

Specific Responsibilities

Strategic Planning

• Assists in the creation of workplace endpoint technology replacement lifecycle plan for users

Administration

• Documents activities, events and materials used in maintenance logs or on service reports.
• Creates system performance/configuration reports.
• Maintains hardware and software inventories and documentation

Development

• Installs, configures and troubleshoots workplace endpoint technology using standard tools and test equipment while following established procedures.

Performance

• Supports troubleshooting/triage assistance to users in a courteous and professional manner.
• Recommends solutions to general problems, questions and inquiries encountered by clients according to established practices.

Enterprise Applications

• eIRB
• FAMIS
• InfoEd(Grants Administration)
• Instructure Canvas
• Kronos
• Media Delivery (MediaSite)

Infrastructure

• Adobe Creative Cloud Suite
• Box Collaborative Storage
• identity management/provisioning
• information security
• Linux Operating System
• Mac OS X Operating System
• Microsoft Exchange
• Microsoft Lync
• Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
• Microsoft SharePoint
• Windows Operating System

Analytical

• Debugging
• decision making
• problem solving
• Troubleshooting

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications

• Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
• No experience required.

Benefits

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parentalleave;tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life And Wellness

Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities, and adopt and maintain healthy lifestyles.

We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development

Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

T arget hiring range for this position will be between $23.20 to $33.13 per hour. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.