Senior IT User Support Specialist (Hybrid)

Northwestern University; Evanston (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Northwestern University is seeking a User Support Specialist within the MCC Information Technology group to provide IT support across multiple departments on the north campus. The role involves planning, coordinating, and delivering proactive IT services for business applications and systems.

Responsibilities include troubleshooting, identifying enhancements, and maintaining performance across five buildings, with in-person and virtual support.

Qualifications

• Associate's degree in IT or related field or equivalent experience.
• Proven experience in troubleshooting and supporting complex IT systems and applications.
• Strong knowledge of system configurations, software maintenance, and IT best practices.
• Excellent communication skills with the ability to collaborate across departments and mentor team members.

Responsibilities

• Assess and recommend technology solutions to align with departmental and organizational goals.
• Collaborate with stakeholders to identify future IT needs and create roadmaps.
• Ensure alignment of IT strategies with emerging technologies and industry best practices.
• Manage system configurations, updates, and user access across supported applications.
• Monitor and maintain system performance to ensure availability and reliability.
• Develop and enforce IT policies and procedures to enhance operational efficiency.
• Lead troubleshooting efforts and develop solutions for complex technical issues.
• Oversee enhancements to existing applications, ensuring scalability and usability.
• Provide mentorship and training to junior team members on technical and procedural matters.

Skills

Customer service

Communication skills

Planning & scheduling

Troubleshooting

Mentorship

Education

Associate’s degree in IT or related field

Tools

CrowdStrike

Kace

JAMF

Qualys

Bomgar

Zoom

Request Tracker

SailPoint

Job description

Northwestern University is seeking a User Support Specialist within the MCC Information Technology group to provide IT support across multiple departments on the north campus. The role involves planning, coordinating, and delivering proactive IT services for business applications and systems.

Responsibilities include troubleshooting, identifying enhancements, and maintaining performance across five buildings, with in-person and virtual support.